THEO is the AI assistant in your portal. It can handle many everyday IT requests on its own — often in seconds — so you don't have to wait for a technician. When THEO can't finish something, it hands the request to your IT provider for you.
What THEO can help with
THEO works from a catalog of ready-made tasks your IT provider sets up. Common ones include:
- Accounts — reset a password, unlock an account, reset MFA.
- Devices — restart a device, install software, lock or wipe a lost device.
- Software — request a license, fix an app.
- Security — report a suspicious email.
- New hires — set up accounts and access for a new team member.
What you see depends on what your IT provider has turned on.
Ask THEO for help
- In your portal sidebar, select THEO. You can also start from Support by selecting Ask THEO or Chat with THEO.
- Search for what you need, or browse the categories.
- Pick the task that matches, for example Reset my password.
- Answer the short form. THEO only asks for what it needs.
- Select Submit. THEO starts right away.
Why THEO might ask you to confirm it's you
For sensitive tasks, THEO checks that the request really comes from you. Depending on the task, you may need to:
- Enter your Security PIN. See Set up your Security PIN.
- Approve a push notification on your phone.
- Enter a code from your authenticator app. See Set up two-factor authentication.
This protects you: even if someone gets into your portal account, they can't run sensitive tasks without your PIN or code.
Check on your request
Select My Requests in the sidebar to see every request and its status:
| Status | What it means | What to do |
|---|---|---|
| Pending | THEO has your request. | Nothing — wait a moment. |
| In progress | THEO is working on it. | Nothing. |
| Requires info | THEO needs something from you. | Open the request and answer. |
| Completed | Done. | Check that it worked. |
| Failed | Something went wrong. | Open it for next steps, or submit a ticket. |
When THEO hands off to a person
If THEO can't finish a task — it's unusual, needs a permission THEO doesn't have, or isn't in the catalog — it opens a support ticket for you automatically. You'll find it in My Requests, and a technician will follow up. You don't need to do anything else.
Common questions
THEO asked for a Security PIN, but I never set one.
THEO will take you to set one up first. You can also do it any time under Trusted Devices → Security PIN.
THEO says it's done, but nothing changed.
Wait a few minutes — installs and new accounts can take time to finish. If it's still not right after 10 minutes, open the request and use the feedback option to tell your IT provider.
I can't find the task I need.
It may not be set up for your organization. Submit a support ticket instead.
Can THEO see my files or my screen?
No. THEO only runs the specific IT tasks your provider has set up.
Should I use THEO or a ticket?
Use THEO for common, quick requests. Use a ticket for complex problems, questions, or anything THEO can't do.