Caddy AI
by Cadalys, Inc.
Caddy AI - Brings AI driven ITSM into Microsoft Teams
Caddy AI brings AI-powered IT Service Management (ITSM) directly into Microsoft Teams, eliminating the friction of traditional help desk portals. Employees can describe their IT problems in plain language and receive intelligent, step-by-step guidance — all without switching apps.
WHO IS CADDY AI FOR?
Caddy AI is designed for enterprise organizations that use Salesforce as their ITSM platform. It is ideal for employees who need fast IT support, IT help desk teams managing high volumes of requests, and organizations that want to reduce time-to-resolution for common IT issues.
KEY FEATURES
AI-Powered Troubleshooting: Describe your issue in plain language and Caddy responds with targeted troubleshooting steps powered by generative AI. Caddy focuses on resolving the issue first — a formal support case is only created when you explicitly ask for one.
Salesforce Case Creation: When you are ready to escalate, Caddy creates a Salesforce support case on your behalf directly from the Teams chat, capturing your device, issue description, and priority in one step.
Device Recognition (CMDB): Caddy identifies your registered devices from your organization's CMDB and confirms which device is affected before logging a case, ensuring accurate asset tracking.
Knowledge Base Search: Caddy searches your organization's knowledge base and surfaces relevant self-service articles alongside its responses, helping you resolve common issues faster.
Service Catalog Requests: Request IT equipment and services — such as monitors, laptops, keyboards, and software licenses — directly through the Teams chat.
Add to Ticket (Message Extension): Hover over any message in a Teams channel and select Add to Ticket to attach that message to an existing Salesforce support case, capturing important context from team conversations.
WHAT YOU CAN DO INSIDE TEAMS
- Chat with Caddy in personal chat or group chats to troubleshoot IT issues
- Create Salesforce support cases without leaving Teams
- Add channel messages to open support tickets via the message extension
- Request IT equipment and services through the service catalog
- Access knowledge base articles directly alongside chat responses
REQUIREMENTS AND LIMITATIONS
To use Caddy AI, your organization must have an active Caddy AI account provisioned by Cadalys, and a Salesforce org configured by your IT administrator. First-time users must complete a one-time sign-in to link their Microsoft Teams identity to their Caddy AI account. Caddy AI does not support creating or modifying cases outside of this Teams integration. To get started or request access, visit www.cadalys.com.
App capabilities
- Can send data over the Internet
- This app can access personal information on the active message, such as phone numbers, postal addresses, or URLs. Other items in your mailbox cannot be read or modified. Review the developer's privacy policy for more detail on how personal information is managed and processed.