Does it replace our ITSM tool?

No. Tickets stay in Jira Service Management, ServiceNow, Freshservice or Zendesk. Agents work the tickets there and write every action back to them.

The person your policy names, usually the requester’s manager and, for sensitive systems, IT or security. Agents collect the approval before they change anything.

What if a request does not fit the policy?

It goes to your IT team with the context already gathered: who asked, what they have today and which rule it breaks.

Can employees ask in Slack?

Yes. People can ask in Slack or the portal. Agents create the ticket, keep the requester updated and close it when the work is done.

AWS Partner

SOC 2 Reports

Frontier Resolutionfor IT Service Desk

Access requests, onboarding, offboarding and VPN problems answered in minutes.

Most service desk tickets are the same twenty requests: access, onboarding, offboarding, a software install, a VPN that will not connect. Agents pick up each ticket, check it against your policy and your identity provider, and resolve it or prepare it for one-click approval. Your IT team keeps the requests that need a person.

Book a Demo See how it works

Jira Service Managementresolved

ITSD-4410: access to prod-billing read-only

Requester: Data analyst, Finance team, joined 3 weeks ago
Policy: Read-only billing data allowed for Finance with manager approval
Approval: Manager approved in Slack at 09:14
Action: Added to group billing-readonly in Okta. Expires in 90 days
Check: Sign-in to the billing dashboard confirmed

Resolved in 6 minutes. Logged for the quarterly access review

[The work behind every ticket]

Requests arrive all day.Each one waits in a queue.

01The manual work

Triage

IT reads each ticket, asks who approved it, finds the right group, makes the change and writes back. The same steps, hundreds of times a month.

02The agent handoff

Request resolved

Frontier agents check the request against policy, collect the approval, make the change in the right system and confirm it worked.

03Your engineers’ role

Approve

Write the policy once. Approve the requests that need judgment and spend the rest of the week on real projects.

[Where CloudThinker fits]

Your stack stays.Agents work inside it.

01Requests

Where employees ask

SlackRequests straight from chat
Microsoft TeamsRequests from Teams
Jira Service ManagementPortal and email tickets
ServiceNowCatalog requests
Freshservice and ZendeskHelp desk queues

No new portal for employees

02Identity and access

Your system of record

OktaUsers, groups and apps
AWS IAM Identity CenterCloud accounts and permission sets
Microsoft Entra IDUsers, groups and roles
Google Cloud IAMProjects and roles
GitHub and GitLabOrg and repo access

Identity stays the source of truth

03Resolution

CloudThinker

Understand the askWho, what and for how long
Check policyRole, manager and approval rules
Do the workGrant, revoke or fix the setting
Close the loopExpire temporary access on time

Every grant on the record

04Response

Answered, then closed

SlackReply in the same thread
Jira Service ManagementTicket resolved with the steps
Microsoft TeamsManager approval in chat
HashiCorp VaultCredentials issued, never pasted

Sensitive grants need approval

Logos show common stacks. CloudThinker connects to each one through scoped access you approve.

[Example scenario]

Monday, 08:30. Six people start today.And one person leaves.

A 600-person company with a 4-person IT team, Okta, Google Workspace, Jira Service Management and Slack. Mondays bring new joiners, leavers and a full queue.

08:30
Queue fills upSignal
23 new tickets since Friday: 6 onboardings, 1 offboarding, 9 access requests, 4 software installs, 3 VPN problems.
08:31
Onboarding runsAgent
Creates accounts for 6 joiners from the HR record, assigns Okta groups by role, and schedules laptop handover with the office.
08:34
Offboarding, done fullyAgent
A leaver from Sales: suspends Okta, transfers Drive ownership to the manager, revokes 4 SaaS seats and 2 AWS access keys.
08:40
Requests resolved or queuedAgent
7 access requests match policy and get manager approval in Slack. 2 ask for admin rights and wait for IT.
08:52
IT admin reviews twoYour team
Approves one admin request for 8 hours, declines the other with a note. Agents apply both decisions.
09:15
VPN tickets closedAgent
All 3 VPN tickets trace to an expired client certificate. Pushes the renewed certificate and confirms each user can connect.

#it-helpdesk4 messages

Jira Service Management08:40
ITSD-4418: Developer requests AdministratorAccess on prod-core for a migration.
CloudThinker08:41
Policy allows admin on prod only for 8 hours with IT approval. Manager approved. Proposed: temporary admin via Identity Center, auto-removed at 16:41.
IT admin08:52
Approved for 8 hours.
CloudThinker08:53
Granted. Access expires 16:41 and is logged on ITSD-4418. Monday queue: 21 of 23 tickets resolved, 2 waiting on IT.

Monday tickets resolved by 09:15: 21 of 23
leftover accounts from the leaver: 0
decisions left for the IT team: 2

An illustrative example. Team, systems and times are representative, not a specific customer.

[Frontier resolution agents]

Every ticket gets an answer.Only the judgment calls reach IT.

Agents work the queue against your written policy, so a new joiner is ready on day one and a leaver is fully offboarded the same hour.

Onboard by role: Accounts, groups, licences and equipment set up from the HR record, the same way every time.
Offboard completely: Identity, SaaS seats, cloud keys and file ownership handled in one pass, with nothing left behind.
Grant access by policy: Requests checked against policy, approved by the right person, and set to expire on their own.
Fix the common problems: VPN, sign-in, MFA reset and software installs diagnosed and resolved, with the user told what happened.

[What changes]

Same team. Same tools.Far less of the work by hand.

Moment	Today	With frontier agents
Access request	Waits a day in the queue	Resolved in minutes once approved
New joiner	Missing access in week one	Ready on day one, by role
Leaver	Accounts found months later	Offboarded fully the same hour
Temporary admin	Granted and forgotten	Expires on its own, logged
Access review	A spreadsheet every quarter	Every grant already on the record

[Integrations]

Connects to the rest of your stack.Read-only to start.

Jira Service Management
ServiceNow
Freshservice
Zendesk
Okta
AWS IAM Identity Center
Slack
GitHub
GitLab
Azure
GCP
Amazon WorkSpaces
AWS Client VPN
HashiCorp Vault
Datadog

[Adoption path]

One pilot.Then company-wide.

The rollout follows the four phases of the AWS Cloud Adoption Framework, so it fits the plan your cloud team already runs.

01Envision
Pick the top requests
Start with the five request types that fill most of the queue. Agents draft resolutions for IT to approve.
02Align
Write the policy
Agree who can request what, who approves, and how long access lasts. Agents follow it to the letter.
03Launch
Open it to everyone
Every team files requests in Slack or the portal. Agents resolve the routine ones and route the rest.
04Scale
Make it the default
Joiners, movers and leavers run from the HR record. IT works on projects, not the queue.

[AWS guidance]

Built the way AWS says to run it.Reviews start from a known reference.

[Trust and control]

Agents do the work.Your team keeps control.

You approve every change: Agents propose. Nothing touches production until someone on your team says yes, and you set that rule per system.
Every action on the record: Each step is logged, attributed and reversible, ready for your auditors.
Certified for enterprise: SOC 2 Type II and ISO 42001, with reports in our trust center.
Runs where you need it: In our cloud, through AWS Marketplace, or inside your own account.

[Questions]

What teams askbefore they start.

Does it replace our ITSM tool?: No. Tickets stay in Jira Service Management, ServiceNow, Freshservice or Zendesk. Agents work the tickets there and write every action back to them.
Who approves access?: The person your policy names, usually the requester’s manager and, for sensitive systems, IT or security. Agents collect the approval before they change anything.
What if a request does not fit the policy?: It goes to your IT team with the context already gathered: who asked, what they have today and which rule it breaks.
Can employees ask in Slack?: Yes. People can ask in Slack or the portal. Agents create the ticket, keep the requester updated and close it when the work is done.

[Go deeper]