Most support tickets are the same few problems: a stopped print spooler, a disabled audio device, vanished desktop icons. Pulse Resolve puts AI on the desktop to handle them, while keeping IT in control.

Three levels, one human in the loop

• L1, known fixes: Proven remediations run automatically from a pattern library. Approved fixes build into a playbook, so each solved problem speeds up the next.
• L2, guided remediation: A guided chat walks users through fixes step by step, like changing desktop icon size, with no ticket needed.
• L3, deep investigation: For open-ended issues, an advanced AI model digs in. In one demo it diagnosed a printer problem by pinging the device and checking ports, then produced diagnostics that can feed into a ticketing system like ServiceNow.

Approvals and guardrails keep humans in charge and stop the AI from acting on bad assumptions.

Control and branding

Admins can set execution policies, require approvals, target specific devices, and add guardrails such as blocking service restarts. Themes, colors, icons, and dark mode let Pulse Resolve match your company’s branding, and accessibility options help every employee use it comfortably.

The takeaway

In a live demo, Pulse Resolve detected a stopped print spooler, requested admin approval, and fixed it. The result is fewer escalations, faster resolution for employees, and more time for IT to focus on the problems that need a human.

In this episode of the podcast, Jeff Johnson sits down with Dennis van de Peppel to unpack a custom integration Dennis built between ControlUp and Pure Service, a Norwegian ITSM platform used by ControlUp partners Weddle IT and Software One in the Nordics. Sparked by a partner visit to Oslo (and a language barrier that took some creative troubleshooting to overcome), Dennis used ControlUp's custom integrations and workflow module — no scripting required — to connect Pure Service tickets with real-time ControlUp telemetry through an MCP server, with Claude and Copilot Studio acting as the "man in the middle."

The result: tickets that auto-open when ControlUp detects an issue, get automatically enriched with root-cause analysis, hardware diagnostics, and recommended fixes, and stay updated as conditions change — all with a human still in the loop for any remediation. Dennis walks through a live example (a recurring app freeze on his own PC), showing how natural-language questions to Claude pull merged data from both platforms into a single, ready-to-work ticket, plus a combined dashboard for tracking tickets and events at a glance.

The build took just two days over a weekend, and ControlUp's product team is already turning it into a fully supported integration. The bigger takeaway: this same custom-integration approach means any ControlUp customer can connect the platform to their own ITSM tool and start automating ticket enrichment and remediation — no waiting on a native integration required.

In this episode, we invite Dennis van de Peppel to talk about a workflow integration with Freshworks. This is how Autonomous Endpoint Management (AEM) starts.