Mimir PSA — AI Service Desk & IT Documentation Platform
The well of knowledge for your service desk.
Most service desks lose the same hour every day: working out what a ticket actually is, and hunting for the document that explains how to fix it. Mimir PSA triages the ticket on arrival and puts the knowledge, the credentials and the process next to it — encrypted, permissioned and versioned.
Knowledge That Reaches the Ticket
Documentation nobody can find is documentation nobody wrote.
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Arrives
A ticket lands from the customer or your ticketing system
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Triaged
AI classifies it and recommends priority, type and a likely fix
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Sourced
Matching articles, past tickets and credentials are surfaced alongside
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Worked
A versioned process attaches to the ticket and tracks each step to completion
What’s Inside
A service desk, a documentation platform and a credential vault that actually know about each other.
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AI ticket triage
Incoming tickets are classified automatically, with a recommended priority, type and subtype, and a suggested fix drawn from your own documentation and ticket history.
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An assistant that searches everything
One question, searched across your knowledge base, documented processes, historical tickets and the web — with the ticket itself as context.
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Well of Knowledge
A markdown knowledge base with a folder tree, full-text search, tagging and view tracking — and per-folder read and write roles, so client documentation stays separated properly.
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Encrypted password vault
Credentials stored encrypted and organised alongside the documentation they belong to, with an audit entry written every time one is accessed or revealed.
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Versioned processes
Write a procedure once, version it properly, then attach it to a ticket as a live instance where each step is ticked off and tracked. Onboarding stops being folklore.
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Linked knowledge
Articles, processes and credentials link to each other and can be traversed two hops out, so finding one relevant thing surfaces the rest of the picture.
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Multi-tenant by design
Built for providers running many clients at once. Tenant isolation and role-based access are structural, not a setting somebody has to remember to switch on.
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Migrates your existing docs
ConnectWise integration for boards, companies and tickets, plus a migration tool that converts an existing knowledge base into clean markdown with a dry-run preview first.
Who It’s For
A Good Fit
- Managed service providers
- Internal IT departments
- Teams drowning in scattered documentation
- Anyone who needs credential access audited
- Service desks scaling past tribal knowledge
Problems It Removes
- “Ask Dave, he knows how that works”
- Passwords in spreadsheets and chat threads
- Tickets misrouted and sitting for a day
- Procedures that exist only in someone’s head
“A service desk is only as good as what it can remember under pressure.”
Architecture & Security
Multi-tenant, audited, and hardened for data that belongs to other people.
Application
React front end with a Python FastAPI backend, containerised with Docker Compose.
Data
MongoDB with per-tenant isolation enforced at query level, and full-text indexing across the knowledge base.
Access control
Token-based authentication with per-tenant security roles and folder-level read and write permissions on documentation and credentials.
Auditing
Credential reveals, knowledge access, AI queries and administrative actions are all logged, so you can answer who saw what and when.
AI layer
Model-agnostic integration for triage, assisted search and summarisation, with read-only, tenant-scoped and result-limited data access, plus per-tenant usage tracking.
Integrations
ConnectWise boards, companies, contacts and tickets. Existing knowledge bases import through an idempotent, re-runnable migration tool.
Your team already knows the answer. Make it findable.
We’ll look at how your desk handles tickets and documentation today, then show you the gap.
Request a Strategy Session