IT support & managed services
Incident reports, prioritization and tickets – so your technicians aren't constantly interrupted.
What Anni handles here
- Triage system down vs. how-to vs. change.
- Captures all required information.
- Schedules remote sessions.
Typical calls
- System outageImpact, since when, how many affected
- Password / accessVerification + process
- Software problemVersion, error message, screenshot
- Remote session appointmentSlot + contact + tool
SetupHow to prepare for launch4
- Priority matrixP1–P4 by impact
- Required fieldsCustomer, device, error message
- Remote tool textInstructions + link
- Status texts3–5 standard answers
WorkflowsWhat Anni actually does4
SLA triageImpact, urgency, workaround → P1–P4.
Ticket with required fieldsCustomer, device, error message, time.
Remote schedulingSlot, join link, reminder.
Standardize statusreceived/in progress/waiting/resolved.
IntegrationsData sources and systems3
TicketingPriority, SLA, status
MonitoringLink incidents
CalendarRemote slots, on-call
Integrations with your own systems are available from the Business package.
Measurable impactMetrics that change4
↓Time to first response
↑Ticket completeness
↓Time to resolution
↓Interruptions
Privacy & limitsWhat deliberately doesn't happen2
Account securityVerification, never store passwords.
PrivacyScreenshots via secure uploads.
PitfallsCommon mistakes and how to avoid them2
- Wrong prioritiesMake impact questions mandatory.
- Tickets without repro stepsError message/screenshot as the standard.
Frequently asked questionsShort, honest answers2
Can Anni solve problems?Standard procedures, yes – risky changes only with defined rules.
How do you avoid ticket spam?Required fields + category selection before a ticket is created.
