AI Receptionist for IT Companies & MSPs
Create helpdesk tickets from phone calls, manage SLA escalations, and handle prospect enquiries — all without pulling your engineers off client work. 24/7 first-line support.
Why IT Companies Lose Productivity to Phone Calls
Your engineers should be solving problems, not answering the phone.
Australian IT companies and managed service providers face a persistent operational challenge: the phone rings constantly, but the people best equipped to handle technical calls — your engineers — are also the people doing the most valuable billable work. Research from the Australian Computer Society shows that IT support engineers spend an average of 23 minutes per day on phone triage — answering calls, logging ticket details, and routing issues to the right team member. For a 10-person MSP, that is nearly 4 hours of engineering time lost daily to what is essentially a reception function.
The problem is amplified by the nature of MSP support. A typical managed service provider handles support for 30 to 100 client businesses, each with different SLA tiers, authorised callers, and escalation procedures. When a P1 call comes in from a premium client at 2am, it needs to reach the on-call engineer immediately. When a P4 request comes in during business hours, it should become a ticket in the morning queue — not an interruption to the engineer working on a complex migration. Generic answering services cannot make these distinctions because they do not understand your client structure or SLA framework.
An AI receptionist purpose-built for IT companies and MSPs solves both problems. It answers every call, identifies the client and issue type, creates a properly categorised ticket in your PSA system, and escalates according to your SLA matrix — all in under 60 seconds. P1 incidents reach your on-call team immediately while P3/P4 requests are logged without interruption. For sales enquiries, it captures prospect details and pushes them to your pipeline. IT companies using our AI report that engineers reclaim an average of 3.5 hours per week of billable time, while SLA compliance improves by 28% because every call is triaged and escalated correctly from the first second.
Built for IT Operations
Features designed around MSP workflows, SLA compliance, and technical support operations.
Automatic Ticket Creation
Creates fully detailed helpdesk tickets from phone calls — no manual logging required from your team.
- Caller, company, and issue details captured
- Correct priority and category assigned
- Custom fields populated per your PSA setup
- Ticket number provided to caller immediately
SLA Priority Escalation
Triages calls by severity and escalates P1/P2 incidents to your on-call team within seconds.
- P1-P4 priority classification from call context
- Immediate on-call engineer notification for critical issues
- SLA clock starts from first ring, not first response
- Per-client SLA tier awareness
Multi-Client MSP Support
Identifies the calling client and applies their specific SLA tier, escalation rules, and authorised caller list.
- Caller ID-based company identification
- Per-client SLA and support tier rules
- Authorised caller verification
- Client-specific greeting and procedures
Sales Lead Capture
Identifies prospect calls, captures business details and pain points, and pushes leads to your CRM pipeline.
- Support vs sales call auto-detection
- Current IT environment and pain points captured
- Budget and decision timeline noted
- Lead pushed to CRM with source tags
First-Line Troubleshooting
Walks callers through basic diagnostic steps to gather information before creating the ticket.
- Device restart and connectivity checks
- Number of affected users determined
- Error messages and codes captured
- Workaround suggestions from your knowledge base
24/7 After-Hours Coverage
Handles overnight and weekend calls with your after-hours escalation matrix — only waking on-call for genuine emergencies.
- P1 incidents escalated immediately at any hour
- P2-P4 issues logged for next business day
- On-call engineer only disturbed for critical issues
- Weekend and public holiday coverage included
How It Works
From phone call to ticket to resolution — automated end to end.
Configure Clients & SLAs
Import your client list, SLA tiers, escalation matrix, and ticketing categories. Our IT-specific template covers network, email, access, hardware, and security issues out of the box.
Connect Your PSA & Tools
Integrate with ConnectWise, Autotask, Freshdesk, Zendesk, or Jira. Forward your support line to the AI receptionist — your existing number stays the same.
Let Engineers Focus on Engineering
Every support call becomes a properly triaged ticket. Every sales call becomes a CRM lead. Your team only gets interrupted for genuine P1 emergencies.
Integrates with Your IT Stack
Direct connections to the PSA, ticketing, and CRM platforms IT companies use.
ConnectWise Manage
Creates service tickets with correct company, contact, board, type, subtype, and priority — fully integrated with your ConnectWise workflow automation.
Datto Autotask
Pushes tickets into Autotask with client association, SLA assignment, and queue routing. Supports custom UDFs and ticket categories.
Freshdesk & Zendesk
Creates support tickets with tags, priority, and custom fields for IT companies using modern helpdesk platforms instead of traditional PSAs.
HubSpot & Salesforce CRM
Sales enquiries land in your CRM pipeline with company details, pain points, and contact information — ready for your BDM to follow up.
Related Solutions
AI Business Automation for IT
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Explore AI AutomationHow AI Receptionist Reduces Missed Calls
Data-driven guide on the economics of missed calls and how AI receptionist technology captures revenue that voicemail loses.
Read the guideFrequently Asked Questions
Common questions from IT company owners and MSP directors.
Let Your Engineers Engineer
Every support call triaged, every ticket created, every SLA protected — automatically.