A colleague asks for help and gets the steps
The agent understands the problem, answers with the company's guide and, if that does not solve it, opens a ticket for the person in charge of IT.
What it does for your company
- Organized ticketsReceives your team's requests for help, understands the problem, sorts them by subject and urgency and records everything in the ticketing system.
- Answers from your guidesAnswers simple questions with the company's step-by-step guides and, when a problem keeps coming back, drafts a new guide for your approval.
- Access reviewsEvery so often, lists who still has access to each system and points out what was left behind by people who left the company or changed roles.
- Equipment and licensesKeeps the inventory of computers, phones and licenses up to date and reminds you of renewals before they expire.
- Backups checkedChecks that backups ran as agreed and lets the person responsible know when one did not finish.
How it works with your team
The agent handles the routine: it receives, organizes, answers what has a guide and checks what needs checking. The person in charge of IT keeps what needs a decision: granting or removing access, changing security settings and solving problems that are not in the guides.
Every ticket is recorded, with what was asked, what was answered and who took it over, so anyone can pick up where the agent left off.
Systems and channels
- ChSupport tickets
- WaWhatsApp
- PlSpreadsheets
- DcFiles and documents
- AgCalendar
Skills
Ticket triageStep-by-step guidesAccess reviewsEquipment inventoryLicense trackingBackup checks
How the IT Agent works
From a request for help to a routine in order
Illustrative examples, with fictitious companies and people.
Every request in its place
Tickets come in with the subject, the urgency and who asked. The person in charge of IT sees what matters most first.
Leftover access shows up in the review
The agent compares the team list with the access in each system and shows what was left behind. A person in your company decides what to remove.
Renewals flagged before they expire
The inventory holds each piece of equipment and each license with its renewal date. The agent reminds whoever handles the purchase well ahead of time.
A backup that did not run becomes an alert
The agent checks the backups every day. When one fails, the person responsible finds out early, with what happened.
A recurring problem becomes a guide
When the same request keeps showing up, the agent writes a step-by-step guide and waits for approval from the person in charge of IT before using it.
You stay in control
Clear limits, agreed in advance
Before it starts, you decide what the agent does, what it asks and what always stays with your team. You can change this at any moment.
Talk about this agentDoes within your rules
- Record and organize tickets by subject and urgency
- Answer simple questions with the guides the company approved
- Check backups and keep the equipment and license inventory up to date
Lets you know and asks first
- Backup that did not run or ended with an error
- Access left over from someone who left or changed roles
- Problem outside the guides or affecting several colleagues
Never does
- Grant or remove access without a person's approval
- Ask for, receive or store passwords
- Change security settings on its own
Frequently asked questions
Common questions
Does the agent ask for or store passwords?
No. It does not ask for, receive or store passwords. When someone needs to change a password, the agent shows the steps so the person can do it themselves, or passes the request to the person in charge of IT.
Can it grant or remove access?
Not on its own. The agent points out what needs to change and prepares the request. A person in your company grants or removes the access, after approving it.
My company has no IT team. Does it still work?
Yes. The agent organizes the requests and answers what has a guide. What needs a person goes to whoever you choose, someone on your team or the provider that handles your support.
Where do the agent's guides come from?
From the procedures your company already has and the ones your team approves. When a problem keeps coming back, the agent suggests a new guide, which only comes into use after the person in charge of IT reviews it.
Services
The technology that comes with this agent
Software development
Web systems, apps, customer portals and APIs built for your operation, with tests and review in every version.
See the service
System modernization
Old systems replaced piece by piece, with the company running, data checked during the move and the team working throughout the switch.
See the service
Ongoing support and evolution
Ongoing care for the systems and agents already in use: monitoring, fixes, small improvements and rules adjusted when the business changes.
See the service
Cloud, automation and DevSecOps
Systems and agents in the cloud, well organized: new versions published automatically, security checks, tested backups and visible spending.
See the service
Your company has challenges. Let's talk about them.
Talk to ZDZCloud on WhatsApp: +55 11 97689-4645