Microsoft 365 Resolution Agent
The M365 agent diagnoses tickets against the live state of the client's Microsoft 365 tenant, grounds every step in your SOPs, and runs approved actions through Microsoft Graph and Exchange Online, with a full audit trail.
Tickets it resolves every day
What lands in the queue, and what the agent does about it.
“I'm locked out of my email”
ResolvedVerified the caller, unblocked sign-in, reset the password with secure delivery.
New phone, MFA not working
ResolvedReset MFA methods and issued a Temporary Access Pass to re-register.
Give Julie access to the billing mailbox
ResolvedChecked manager approval in the ticket, granted Full Access and Send As.
Upgrade Marc to Business Premium
ResolvedChecked available licenses, swapped the SKU, confirmed the apps were assigned.
Set an out-of-office for Paul until Monday
ResolvedSet the automatic reply with the requested dates and message.
Add the new hire to the Sales distribution list
ResolvedAdded the member and confirmed delivery to the list.
What the Microsoft 365 agent handles
You choose which cases are enabled for each client, and how much it can do on its own.
Identity & access
- Password reset with secure delivery
- MFA reset & re-registration
- Sign-in unblock & restore
- Temporary Access Pass
- Force sign-out
Licensing & lifecycle
- License assign, change & remove
- Group membership changes
- User attribute & manager updates
- Core provisioning and offboarding
Mailbox & collaboration
- Shared mailbox creation & access
- Send As / Send on Behalf
- Distribution list membership
- Forwarding & automatic replies
- Convert user mailbox to shared
Diagnose, plan, approve, execute
Diagnoses against live state
Checks the real state of the tenant, account or device, and pulls the client's SOP for the issue.
Builds a plan with sources
Every step cites where it comes from: a client SOP, live state, or a clearly flagged best practice.
Approve, or delegate
Your tech approves each action in one click, or you let trusted cases run on their own.
Executes, verifies and logs
Runs the approved actions, confirms the fix worked and writes everything to the ticket and audit trail.
Microsoft 365 Resolution Agent questions
Which Microsoft 365 tickets can it resolve?
A catalog of 20+ high-volume cases across identity and access, licensing and lifecycle, and mailboxes. You choose which cases are enabled for each client.
What guardrails keep it safe?
The tenant comes from the ticket, never from the AI. Every target is checked against the tenant's verified domains, only allowlisted actions can run, hybrid-identity users are protected with hard stops, and every action is logged.
What if the issue is on the device, not in the tenant?
The M365 agent hands off to the RMM Remediation Agent with its diagnosis, so client-side work like an Outlook profile rebuild continues on the endpoint.
Pair it with the rest of the team
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