HelpDesk Copilot is a fully working, event‑driven AI service desk built with Microsoft Foundry agents, Azure Container Apps, Dapr, and a completely keyless identity model. Instead of another “chat demo,” this session shows how to build an agent that answers real IT questions from grounded documentation with citations, respects policy boundaries, and escalates to humans through an actual ticketing pipeline.

We walk through the full architecture: a single Foundry Prompt Agent, three ACA apps, and an event‑driven workflow where escalations move through Dapr pub/sub and Azure Service Bus into Table Storage and finally appear as Adaptive Cards in Microsoft Teams. You’ll see how grounded, streaming answers are produced with Foundry File Search, why one agent was the honest architectural choice, and how deterministic ticket IDs and idempotency keep the system reliable.