Caddy™ - AI-Powered ITSM for Microsoft Teams
Deliver exceptional IT services through conversational AI that lives where your team works. Powered by Claude Sonnet 4 and integrated with Cadalys Service Management, Caddy transforms Microsoft Teams into an intelligent service desk that understands context, enforces security, and resolves issues 24/7.
Conversational AI, Native to Microsoft Teams
Built to transform how organizations deliver IT support, Caddy brings Cadalys Service Management directly into Microsoft Teams through advanced conversational AI. Our solution delivers immediate value by combining natural language understanding with intelligent automation, enabling both internal IT teams and end users to resolve issues without leaving their collaboration platform.
Organizations leverage Caddy to modernize their service delivery through:
- Claude-powered intelligence that understands context and delivers accurate, domain-specific responses
- Natural conversation that eliminates forms, portals, and training requirements
- Intelligent routing that escalates complex issues to human agents with complete context
- Seamless integration with Cadalys Service Management and Microsoft 365 workflows
Whether you're supporting employee IT needs with Standard tier simplicity or managing enterprise operations with comprehensive DLP and compliance controls, Caddy provides the conversational AI, security, and automation needed to enhance productivity, reduce costs, and deliver exceptional service experiences in the platform your teams already use every day.
Conversational AI, Native to Microsoft Teams
Built to transform how organizations deliver IT support, Caddy brings Cadalys Service Management directly into Microsoft Teams through advanced conversational AI. Our solution delivers immediate value by combining natural language understanding with intelligent automation, enabling both internal IT teams and end users to resolve issues without leaving their collaboration platform.
Organizations leverage Caddy to modernize their service delivery through:
- Claude-powered intelligence that understands context and delivers accurate, domain-specific responses
- Natural conversation that eliminates forms, portals, and training requirements
- Intelligent routing that escalates complex issues to human agents with complete context
- Seamless integration with Cadalys Service Management and Microsoft 365 workflows
Whether you're supporting employee IT needs with Standard tier simplicity or managing enterprise operations with comprehensive DLP and compliance controls, Caddy provides the conversational AI, security, and automation needed to enhance productivity, reduce costs, and deliver exceptional service experiences in the platform your teams already use every day.
Core AI Capabilities
Intelligent Conversational Interface
Transform service delivery with Claude-powered natural language understanding. Caddy interprets user intent, extracts key details, and provides contextually relevant responses, ensuring employees get immediate help through simple conversation rather than complex forms.
Automated Incident Creation
Accelerate resolution with AI-powered incident creation and routing. When Caddy identifies an issue requiring human intervention, it automatically creates fully-contextualized tickets in Cadalys Service Management, ensuring the right experts receive complete information to resolve issues faster than ever.
RAG-Powered Knowledge Access
Harness retrieval-augmented generation (RAG) to provide instant answers from your organization's knowledge base. Caddy searches Cadalys Service Management documentation, previous ticket resolutions, and knowledge articles to deliver accurate, relevant information without users needing to search manually.
Self-Service Request Fulfillment
Streamline request fulfillment through conversational workflows. Caddy guides users through service requests using natural dialogue, automatically captures required information, initiates approval workflows, and provides real-time status updates—all within Microsoft Teams.
Intelligent Escalation to Human Agents
Ensure seamless handoffs when human expertise is needed. Caddy recognizes when issues exceed its capabilities, creates detailed tickets with full conversation context, and smoothly transfers users to appropriate fulfillers, eliminating repetitive questions and accelerating resolution.
Enterprise-Grade Security & Compliance
Comprehensive DLP Integration (Enterprise Tier)
Protect sensitive information with advanced Data Loss Prevention capabilities. Caddy's Enterprise tier includes real-time scanning for PII, PHI, and HIPAA-related content, automatically flagging violations, blocking inappropriate disclosures, and maintaining comprehensive audit trails for compliance requirements.
Behavioral Monitoring & Violation Tracking (Enterprise Tier)
Monitor user interactions and enforce organizational policies with intelligent behavioral analysis. Track violation patterns across sessions, implement escalating responses based on severity, and provide real-time alerts to security teams when high-risk violations occur.
Complete Audit Trails
Maintain regulatory compliance with comprehensive logging and audit capabilities. Every conversation, action, and escalation is tracked and timestamped, providing the documentation needed for internal audits, compliance reviews, and security investigations.
Technical Architecture
Native Microsoft Teams Integration
Caddy deploys as a native Teams application with seamless OAuth 2.0 authentication. Users interact with Caddy through familiar Teams chat interfaces, requiring zero training while maintaining enterprise security through Microsoft's identity platform.
Real-Time Salesforce Synchronization
Keep data synchronized across platforms with bi-directional integration. Caddy creates and updates incidents, service requests, and knowledge articles in Cadalys Service Management in real-time, while pulling current status, assignments, and resolution information to keep users informed.
Amazon Bedrock AI Foundation
Leverage Claude Sonnet 4 through Amazon Bedrock for enhanced data sovereignty and security. Your conversations and data remain within your AWS environment, meeting strict regulatory requirements while benefiting from cutting-edge conversational AI capabilities.
MCP Server Protocol Integration
Maintain perpetually current knowledge access through Model Context Protocol (MCP) server integration. Caddy retrieves real-time information from Cadalys Service Management knowledge bases, ensuring responses reflect the latest documentation, procedures, and resolution techniques.
Integration Ecosystem
Microsoft 365 Integration
Seamlessly access user information, calendar availability, and organizational structure through Microsoft Graph API integration. Caddy understands your environment and provides contextually relevant support based on user roles, locations, and current activities.
Asset Management Connectivity
Connect with leading asset management platforms including Microsoft Intune, MaaS360, Tanium, and SCCM/MECM. Caddy retrieves device information, software inventory, and asset status to provide accurate troubleshooting and support.
Identity & Access Management
Integrate with Azure Active Directory and enterprise SSO solutions for secure, seamless authentication. Users access Caddy using existing credentials while administrators maintain centralized control over access and permissions.
Implementation & Deployment
Rapid Time to Value
Get Caddy operational quickly with pre-configured conversational flows and best practice templates. Our implementation approach includes knowledge base setup, Teams app deployment, and Salesforce integration configuration, ensuring your team can start benefiting from AI-powered support within days.
Customizable Knowledge Base
Train Caddy on your organization's specific processes, policies, and procedures. Our RAG architecture allows you to import existing documentation, knowledge articles, and resolution procedures, creating a personalized AI assistant that understands your unique environment.
Tiered Implementation Approach
Start with the tier that matches your current needs and scale as requirements evolve. Organizations can begin with Standard tier for basic automation, expand to Premium as usage grows, and upgrade to Enterprise when compliance and security requirements demand comprehensive DLP capabilities.
Security & Compliance
SOC 2 Type 2 Certified Platform
Trust in Cadalys' proven security posture. As a SOC 2 Type 2 certified SaaS provider integrated with Microsoft Teams and Amazon Bedrock, you can be confident that Caddy will securely deliver the business outcomes you need while meeting your organization's security and compliance requirements.
Data Privacy & Sovereignty
Maintain control over your data with flexible deployment options. Enterprise tier customers can deploy Caddy through their own Amazon Bedrock instances, ensuring conversational data never leaves their security boundaries while still benefiting from Claude's advanced capabilities.
Why Caddy?
Meet Users Where They Work
Eliminate the friction of traditional service portals and ticketing systems. With 65-70% of enterprises already using Microsoft Teams for collaboration, Caddy delivers support in the platform employees use all day, driving adoption and satisfaction without training requirements.
Reduce Support Burden
Automate routine requests and questions that consume valuable IT staff time. Organizations typically see 40-60% reduction in basic support tickets as Caddy handles password resets, software access requests, status inquiries, and knowledge lookups through simple conversation.
Scale Without Growing Staff
Handle increasing support volume without proportional headcount growth. Caddy provides 24/7 availability, instant response times, and consistent quality, enabling IT teams to support larger user populations while focusing human expertise on complex, high-value problems.
Ensure Security & Compliance
Protect sensitive information with Enterprise tier DLP capabilities. For healthcare, financial services, and other regulated industries, Caddy's comprehensive security controls prevent data breaches, ensure compliance, and provide audit trails—capabilities worth far more than their cost.
Excellent ITSM tool
Cadalys being an ITIL based tool has helped us to continue to grow our best practices and policies and procedures within our IT Department. It has been a pleasure working with the Cadalys team and we look forward to implementing future product enhancements, like integrating our Tanium application into the CMDB. I would highly recommend Cadalys Service Management to any organization who is looking for a user friendly, and administrative friendly ITSM tool.
Excellent Product with Bright Future
We have worked with Cadalys for many years and use Cadalys Service Management for incidents, problems, service requests (for multiple departments), and IT change requests. As we mature and expand our use cases for Cadalys Service Management, Cadalys is always there to listen to our ideas and help us make good architecture and design decisions that align with the long-term vision of the product and meet our business needs.
Great People Great Product!
We teamed up with Cadalys Service Management for our Enterprise and IT Service Management needs, and it's been fantastic. They've provided top-notch, 5-star service, and their product has been spot on. Their team is quick to follow up on everything we ask. We recommend Cadalys for any service management needs you might have.
Wonderful organization and excllent products to meet service management needs.
We engaged Cadalys Service Management to meet our Enterprise and IT Service Management needs. Cadalys has been a wonderful organization to work with and has provided us with 5-star service to say the least. Over a year down the line, I can safely say that the software has met or exceeded our needs, and their team has diligently followed up with all our requests and continue to work with us to improve our service offerings. We recommend working with Cadalys to meet any of your service management needs.
Great IT Service Management Partner and Great Product!
We have been working with Cadalys Service Management to meet our joint customer’s IT Service Management needs. Cadalys has been a wonderful organization to work with and has provided us with 5 star implementation support. The product is meeting or exceeding our customer’s expectations and needs, and their team has been very diligent and professional. We would 100% recommend Cadalys Service Management for anyone looking for a robust and scalable ITSM solution that is Salesforce native!
How Telenet experiences Cadalys
In our journey to become the preferred Managed Service provider for the B2B market in Belgium, Telenet B2B selected Cadalys as our ITIL-ready ITSM fundament to streamline and optimize our ICT & telco processes, working seamlessly with our Salesforce tooling. Cadalys is extremely helpful in our journey and knowledgeable. We are very happy to work with Cadalys as one of our strategic providers.
Ready to Transform Your Service Delivery?
Schedule a Demo: See Caddy in action with a personalized demonstration tailored to your organization's needs and use cases.
Start a Pilot: Deploy Caddy to a pilot group and measure the impact before full rollout.
Contact Sales: Discuss pricing, implementation, and which tier best matches your requirements.