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[ 02 / FORGE / Agentic AI service desk ]

The agentic AI service desk that fixes the ticket — and proves it.

An AI agent diagnoses the employee’s IT problem, works out the fix and proposes it. Nothing changes until a named person approves. Then it applies the fix, checks it held, and shows the proof in the same conversation.

Early access — features are being rolled out with pilot customers.

Book a demoFollow one ticket
Product demo — simulated data · muted loop

What FORGE is

Two jobs. One platform.

Ticket solving

An employee asks in plain words. FORGE looks only once a person allows it, proposes one fix, waits for approval, applies it and reads the result back.

  1. Ask
  2. Investigate
  3. Approve
  4. Fix
  5. Read back

Compliance mapping

Every request, check, approval and change is recorded, mapped to the controls it touches, and turned into evidence you can hand to an auditor.

  1. Record
  2. Map
  3. Evidence

One request flows through both. The ticket is solved, and the record of how it was solved is the evidence — kept as it happens, not rebuilt from spreadsheets later.

FORGE solves the everyday tickets your service desk sees, and keeps the record that shows how each one was handled, so the evidence is there when someone asks for it.

Follow one ticket

One request, from the first message to the proof.

See the same moment three ways: what the employee sees, what the IT admin sees, and what the audit trail records. Press Approve at stage four to see the last step.

Illustration — fictional people and times, not product data.

Skip the walkthrough

  1. Stage 1 of 5

    Alex asks for help

    Alex, in Finance, is locked out before month-end and asks in IT help. FORGE reads nothing yet: Sam, in IT, is asked first.

    Employee sees

    Illustration

    IT help · Alex, Finance

    Alex16:04I’m locked out and payroll closes at 5.
    FORGE16:04We have received your request. Every update on it will appear here.

    IT admin sees

    Illustration

    New request · 16:04

    Alex · Finance · via IT help

    Allow FORGE to look?

    Nothing has been read yet. FORGE starts only if you allow it.

    Audit trail

    1 recordedIllustration
    1. 16:04Request received — IT help chat, from Alex

  2. Stage 2 of 5

    Sam allows FORGE to look

    FORGE checks who is asking and whether the request is genuine, then reads what the account shows. Nothing changes.

    Employee sees

    Illustration

    IT help · Alex, Finance

    Alex16:04I’m locked out and payroll closes at 5.
    FORGE16:04We have received your request. Every update on it will appear here.
    FORGE16:05Looking into it — nothing changes yet.

    IT admin sees

    Illustration

    Allowed by Sam · 16:05

    Who is asking

    Alex, Finance — checked against the directory

    OK

    Is it genuine

    Alex is asking about their own account

    OK

    What the account shows

    Locked after 6 failed sign-ins

    OK

    Audit trail

    5 recordedIllustration
    1. 16:04Request received — IT help chat, from Alex
    2. 16:05Permission to look — granted by Sam
    3. 16:05Who is asking — Alex, Finance: matches the directory
    4. 16:05Is it genuine — Alex’s own account: yes
    5. 16:06Account read — locked, 6 failed sign-ins

  3. Stage 3 of 5

    FORGE proposes one fix

    One fix, with the reason and whether it can be undone, on a card for a person to decide.

    Employee sees

    Illustration

    IT help · Alex, Finance

    1 earlier message

    FORGE16:04We have received your request. Every update on it will appear here.
    FORGE16:05Looking into it — nothing changes yet.
    FORGE16:08A fix has been proposed and is waiting for approval by your IT team.

    IT admin sees

    Illustration

    Proposed fix · 16:08

    Unlock Alex’s account with a password reset. The one-time sign-in pass is sealed for one named person — Sam — to hand to Alex. Never by chat or email.

    Reason

    Alex’s own account, locked after 6 failed sign-ins; the request checks out.

    Undo

    Cannot be undone: a reset replaces the old password. Shown before anyone approves.

    Audit trail

    6 recordedIllustration
    1. 16:04Request received — IT help chat, from Alex
    2. 16:05Permission to look — granted by Sam
    3. 16:05Who is asking — Alex, Finance: matches the directory
    4. 16:05Is it genuine — Alex’s own account: yes
    5. 16:06Account read — locked, 6 failed sign-ins
    6. 16:08Fix proposed — reason and undo recorded

  4. Stage 4 of 5

    Sam approves

    Nothing has changed yet. Press Approve to play the last step as Sam.

    Employee sees

    Illustration

    IT help · Alex, Finance

    1 earlier message

    FORGE16:04We have received your request. Every update on it will appear here.
    FORGE16:05Looking into it — nothing changes yet.
    FORGE16:08A fix has been proposed and is waiting for approval by your IT team.

    IT admin sees

    Illustration

    Proposed fix · 16:08

    Unlock Alex’s account with a password reset. The one-time sign-in pass is sealed for one named person — Sam — to hand to Alex. Never by chat or email.

    Reason

    Alex’s own account, locked after 6 failed sign-ins; the request checks out.

    Undo

    Cannot be undone: a reset replaces the old password. Shown before anyone approves.

    Audit trail

    6 recordedIllustration
    1. 16:04Request received — IT help chat, from Alex
    2. 16:05Permission to look — granted by Sam
    3. 16:05Who is asking — Alex, Finance: matches the directory
    4. 16:05Is it genuine — Alex’s own account: yes
    5. 16:06Account read — locked, 6 failed sign-ins
    6. 16:08Fix proposed — reason and undo recorded
    7. —Waiting for a person to approve

  5. Stage 5 of 5

    FORGE applies the fix and proves it

    The change is made, read back, and Alex hears back in the same conversation — and says whether it worked.

    This step plays once Sam approves. Press Approve as Sam in stage four.

Capabilities

The requests your service desk sees every day.

For each one: the problem, what FORGE does, and what stays in your hands. FORGE is in early access — these capabilities are being rolled out with pilot customers, and the clips show the product on simulated data.

  • Product demo — simulated data

    Password resets and account lockouts

    The problem
    Someone is locked out or has forgotten their password, and their work stops until IT gets to it.
    What FORGE does
    Checks who is asking and what the account shows, then proposes one fix. A new password or one-time sign-in pass is sealed until one named admin collects it, once. It is never sent by chat or email.
    What the admin controls
    Nothing changes until an admin approves. FORGE never switches a disabled account back on; a person looks at those.
  • Product demo — simulated data

    Access to shared folders, groups and mailboxes

    The problem
    People need a shared folder, a team’s group or a shared mailbox — usually today.
    What FORGE does
    Matches the request to the folders, groups and mailboxes you have listed, proposes adding the person, and checks afterwards that the access took effect.
    What the admin controls
    FORGE only offers access you have listed in advance. Every change needs approval, and access FORGE added can be undone.
  • Product demo — simulated data

    New starters and leavers

    The problem
    A new starter needs accounts and access on day one; a leaver’s access has to close on their last day.
    What FORGE does
    Lays out each step — account, groups, licences, mailbox — as its own change, with its own approval and its own check afterwards.
    What the admin controls
    An admin starts the steps. Steps that remove access need a second admin, and licences are not removed until the mailbox has been dealt with.
  • Product demo — simulated data

    Device health and common PC problems

    The problem
    A slow PC, a full disk, Wi-Fi that says connected but nothing loads, a print queue that will not clear.
    What FORGE does
    Reads the PC’s health through FORGE’s agent, proposes a repair from a fixed list, then checks the PC again to show the repair held. A repair that cannot be reversed says so before you approve it.
    What the admin controls
    Switch each repair on or off for your organisation. A repair that is switched off is never proposed.
  • Product demo — simulated data

    Microsoft 365

    The problem
    Shared mailboxes, out-of-office replies, SharePoint sites, licences and new phones for sign-in — small requests that pile up.
    What FORGE does
    Handles everyday Microsoft 365 requests: a shared mailbox or SharePoint site, an out-of-office reply in the employee’s own words, a licence from your approved list, a one-time pass when someone changes phone.
    What the admin controls
    Licences come only from the list you approve, with the cost and seats left shown when you approve. Out-of-office text is shown to you word for word; FORGE never rewrites it.
  • Product demo — simulated data

    Cyber Essentials readiness checks

    The problem
    Before an assessment, nobody is sure which PCs have the firewall off, updates paused or an everyday account with admin rights.
    What FORGE does
    Reads the settings behind the five Cyber Essentials controls on each Windows PC running FORGE’s agent, and on your Microsoft 365 accounts, and shows what needs attention. The checks only read; they change nothing.
    What the admin controls
    You decide what happens next: any fix is an ordinary request that waits for your approval, and every question is left for a person to answer.

    FORGE does not certify. Only an IASME-licensed certification body can award Cyber Essentials.

Compliance studio

Evidence, not promises.

Every request, check, approval and change leaves a record. The compliance studio turns those records into evidence you can hand to an assessor or auditor.

  • Cyber Essentials, device by device

    See the five controls — firewalls, secure configuration, security update management, user access control and malware protection — for each PC, with the requirement each check reads against. Where software cannot see the answer, FORGE says so and leaves it to a person.

    FORGE does not certify. Only an IASME-licensed certification body can award Cyber Essentials.

  • A periodic compliance report

    Pick a period and FORGE builds a report structured around the record-keeping in Article 12 of the EU AI Act: what was asked, what a person approved, what ran, and whether every audit trail still checks out. It is a record of what happened, not a legal opinion.

  • A tamper-evident audit trail

    Every action is recorded in a tamper-evident audit trail. Download a signed checkpoint — a small file your auditor keeps. If the trail is later shortened or rewritten, it no longer matches the checkpoint, and the check runs without connecting to FORGE.

  • Undo, on the record

    Most changes can be undone. An employee can ask for an undo, an admin approves it, and FORGE reverses the steps in order. A step that cannot be reversed is listed as such, never faked.

Insights you get

When FORGE runs in your organisation, this is what you can read back. The screens above are from the pilot; the three readings below are illustrations with fictional data.

The PC results in the screens come from a real PC’s own settings; its name and e-mail address are blurred. Where software cannot see the answer, a person answers.

FORGE does not certify. Only an IASME-licensed certification body can award Cyber Essentials.

FORGE’s “What FORGE can see of Cyber Essentials” page, stating that only an IASME-licensed certification body can certify an organisation and that the checks only read settings.
Product screenshot — pilot deployment, 5 October 2026
Three of FORGE’s Cyber Essentials control cards — firewalls, secure configuration and security update management — each listing what its checks found on a PC and which questions still need a person.
Product screenshot — pilot deployment, 5 October 2026
One PC’s results across the five Cyber Essentials controls, with when it was last checked. The PC name and e-mail address are blurred.
Product screenshot — pilot deployment, 5 October 2026
A table mapping each FORGE check to its Cyber Essentials control, the requirement it reads against, and exactly what FORGE reads on the PC.
Product screenshot — pilot deployment, 5 October 2026

Illustration — fictional data, laid out as FORGE shows it

  • Cyber Essentials, per device and per control

    Illustration

    Device · FIN-LAPTOP-07

    • FirewallsPass

      The firewall is on for every network type.

      Maps to: v3.3 Firewalls

    • Secure configurationFail

      The PC does not lock itself when left unattended.

      Maps to: v3.3 Secure configuration

    • Security update managementPass

      Automatic updates are on and nothing is overdue.

      Maps to: v3.3 Security update management

    • User access controlCan’t check

      Sign-in history needs a licence this organisation does not have, so FORGE cannot check it.

      Maps to: v3.3 User access control

    • Malware protectionPass

      Real-time protection is on.

      Maps to: v3.3 Malware protection

    Draft answer, secure configuration

    Evidence: on FIN-LAPTOP-07 no idle lock was found.

    Draft for a person to review. A person must answer this — FORGE never answers for you.

  • EU AI Act Article 12, the periodic report

    Illustration

    Period: 1 – 30 September 2026

    • Every change FORGE ran was approved by a person before it ranMet
    • A temporary password or sign-in pass was shown once, to a named person, and never written downMet
    • Each step of a joiner, mover or leaver runbook was approved on its ownNo evidence yet

    Audit trails in this period: all chains verified.

    “No evidence yet” means nothing of that kind happened in the period. It is not a fail, and FORGE never shows it as one.

  • The zero-trust gates, on the record

    Illustration

    Ticket · Alex · locked out · 16:04

    1. Gate 1 — permission to look

      Granted by Sam, 16:05. Nothing was read before this.

      On record

    2. Who is asking · is it genuine

      Checked against the directory, 16:05.

      On record

    3. Gate 2 — approve the change

      Approved by Sam, 16:12. Nothing changed before this.

      On record

    4. Change, then read back

      Ran at 16:12 and was checked afterwards.

      On record

    Every ticket shows both gates before anything changed. A ticket that stopped at a gate shows that too.

Zero trust, built in

Trust is checked at every step, not assumed.

Each ticket passes the same five steps, in the same order, every time.

  1. 01

    A person allows FORGE to look before it reads anything.

  2. 02

    Who is asking, and whether the request is genuine, are checked first.

  3. 03

    A person approves every change.

  4. 04

    Every change is checked afterwards and shown as proof.

  5. 05

    The AI proposes. It never executes.

Limits, on purpose

What FORGE will not do.

  • No change without approval

    FORGE proposes; a named person approves before anything changes. If nobody approves, nothing happens.

  • Never sends passwords by chat or email

    Passwords, codes and reset links are never put in a chat or email message. A one-time pass is collected by one named admin, once, and handed over by that person.

  • Does not certify

    FORGE does not certify. Only an IASME-licensed certification body can award Cyber Essentials. FORGE shows what its checks can see and leaves every answer to a person.

Watch the film

FORGE in just over a minute.

The launch film, with sound. Product footage in it is labelled: demo screens use simulated data.

FORGE launch film · 5 October 2026 · captions available

Who it’s for

For the people who run IT.

  • Managed service providers

    Handle routine requests for the organisations you support, with an approval and a record for every change.

  • In-house IT teams

    Clear the everyday requests from your own staff while every change still goes through your team.

Latest updates

What’s new in FORGE.

  1. FORGE live for pilot customers.

  2. Cyber Essentials readiness checks read a real PC for the first time.

    FORGE does not certify. Only an IASME-licensed certification body can award Cyber Essentials.

  3. Employees can ask for help in a chat and hear back in the same conversation.

  4. New starters and leavers: each step is proposed as its own change, with its own approval.

FAQ

Questions people ask about FORGE.

What does FORGE do?

FORGE is an AI service desk. It diagnoses employees’ IT problems, proposes the fix, waits for your approval, applies it, and shows that it worked.

Does a person really approve every change?

Yes — either for that change, or in advance. Normally each change waits for a named person to approve it. For a few device settings that must stay switched on, such as the firewall, two different admins can approve a standing rule in advance. It covers only that setting, can be undone, expires, and every change made under it is recorded with both names.

How does FORGE handle passwords?

Passwords are never sent by chat or email. When a reset is approved, the new password or one-time sign-in pass is sealed until one named admin collects it, once, and hands it over.

Can changes be undone?

Most changes can be undone. An employee can ask for an undo and an admin approves it. When a change cannot be undone — a password reset, for example — FORGE says so before anyone approves it.

Does FORGE certify Cyber Essentials?

No. FORGE does not certify. Only an IASME-licensed certification body can award Cyber Essentials. FORGE reads the settings behind the five controls on Windows PCs running its agent and on your Microsoft 365 accounts, shows what needs attention, and leaves every question for a person to answer.

What does the audit trail record?

Every request, check, approval and change, in order. The trail is tamper-evident, and you can download a signed checkpoint for your auditor: if the trail is later changed, it no longer matches.

Who is FORGE for?

Managed service providers, and in-house IT teams that run IT for their own staff.

Can we use FORGE today?

FORGE is in early access with a small number of organisations, and features are being rolled out with pilot customers. Book a demo to see it.

FORGE is in early access with a small number of organisations.

Book a demo