Muse ServiceDesk

Muse ServiceDesk is an unmanned IT service desk running on real systems: Microsoft 365, Entra ID, Windows endpoints on Azure reached over VPN, WhatsApp and e-mail, all on the same tickets. It works in two ways. First, it keeps watch on its own: an endpoint agent on every computer reports its state every minute and runs only allow-listed jobs; every day the desk compares CISA's and NVD's actively exploited vulnerabilities with the installed versions and patches, verifies and reports without waiting for anyone (the PHP ransomware vulnerability in the video: detected, patched, verified in 27 seconds). Second, it supports whoever writes in: four levels of AI agents (L1 employee contact, L2 devices and network, L3 servers and security, L4 vendors and logistics) with no orchestrator; the agents are each other's tools, each with its own authority; a human steps in only when really needed. Hard rules at every step: only the procedure in the knowledge base, strict policy even if the employee insists, every decision in the ticket with its citation, a one-time code before any account is touched, nothing closes until the employee says "solved". A Supervisor agent merges duplicates, reassigns stuck tickets, drafts missing procedures and proposes lessons, but can never change the core procedures: every proposal passes a safety check and an admin. I run a real service desk; every case in the video really landed on my desk. 17 real cases, 193 tests, all written during the hackathon week. One slide per case with the live tickets as proof: docs/muse-servicedesk-17-cases.pdf in the repo. Real: console, L1-L4 agents, Supervisor, safety-checked lessons; endpoint agent on an Azure VM; Entra ID through Graph (password reset, session revocation, accounts, groups, licences, mailboxes); WhatsApp Cloud API; support page with one-time codes; daily vulnerability watch with real patching and rollback; phishing clean-up across mailboxes; self-enrolment with an invitation code. Simulated: vendor/courier systems and the camera feed (frames are posted to the desk). TRY IT (2 min): open https://cloudrium.com/support-agent and type your e-mail address. You are not in the directory, so the desk sends you a 6-digit code; type it back, then give the invitation code MUSE-JURY-7K4Q and your name. An account is created for you in Entra ID; username, first password and employee number arrive in the chat. Then write as an employee: "I forgot my password and I'm locked out." (identity check, code to your e-mail, reset in Entra, temporary password in the chat) / "I need a licence for Visio." (goes to a manager for approval) / "I received a suspicious e-mail asking me to pay an invoice." The desk answers in the chat; the full tool trail lives in the admin console, and the deck in the repo shows real trails. WhatsApp works the same way, voice notes included: +90 505 235 27 03. Evaluator accounts sit in a sandbox group without admin rights and expire on 2026-11-16.