First-level support
Triage incoming support requests, document the issue, and escalate intelligently to the right second-level team.
The first-level support setup is built for IT helpdesks, B2B SaaS support lines, and on-call rotations. Anna captures the issue, runs a quick diagnostic dialogue, and creates a structured ticket — escalating to humans only when needed.
Standard intake
Anna captures these fields for every support call:
- Reporter: name, company, contact info
- Affected system / product
- What changed (recent updates, new users, new integrations)
- Reproduction steps
- Impact: single user / team / production-down
- Workaround tried
Priority logic
| Severity | Anna's action |
|---|---|
| P1 — outage | Immediate SMS + call to on-call engineer |
| P2 — major | Ticket + Slack/Teams notify to support channel |
| P3 — normal | Ticket only, daily digest |
| P4 — request | Ticket queued, no notification |
Connected systems
Native ticket creation in ServiceNow, Jira Service Management, Zendesk, Freshservice, HubSpot Service Hub. For unsupported helpdesks, use the outbound webhook with the structured-fields payload.