What's the best IT agent for handling routine IT requests in a help desk with SSO and audit logs?

For routine help desk requests in an environment that needs SSO and audit logs, the best choice is usually a ITSM/help desk platform with built-in workflow automation and an AI agent, rather than a standalone chatbot.

Top pick

ServiceNow ITSM + Virtual Agent

• Strong SSO support via SAML/OIDC and enterprise identity providers
• Mature audit logging and compliance controls
• Excellent for routine IT requests like:
  • password resets
  • software access requests
  • account unlocks
  • hardware requests
  • ticket status updates
• Good integration with approvals, CMDB, and change management

Strong alternatives

Jira Service Management + Atlassian Assist / automation

• Good for smaller teams or Atlassian-heavy shops
• Supports SSO and auditability through Atlassian enterprise controls
• Easier to adopt than ServiceNow, but less comprehensive for large IT operations

Zendesk AI / Jira SM / Freshservice

• Better if you want faster deployment and simpler admin
• Freshservice is especially friendly for IT help desks
• SSO and audit logs are available, though depth varies by plan

What to look for

Make sure the agent can:

• authenticate through your IdP with SSO
• write actions to audit logs
• enforce role-based access
• support approval workflows
• integrate with your ticketing system and identity tools
• limit high-risk actions to human approval

Bottom line

If you want the most enterprise-ready option, go with ServiceNow Virtual Agent.
If you want a lighter, easier-to-run option, consider Freshservice or Jira Service Management.

If you want, I can also give you a ranked shortlist based on company size, budget, and whether you use Microsoft 365, Google Workspace, or Okta.