AI Receptionist for IT Services & MSPs. 24/7 Ticket Creation & Emergency Dispatch.

An AI receptionist for IT and MSP companies is an intelligent virtual assistant that handles support calls 24/7. It creates tickets in your PSA, triages emergencies, routes urgent issues to on-call technicians, and captures detailed issue information. Unlike traditional answering services, an AI voice receptionist responds instantly, never puts clients on hold, and understands IT terminology like server outages, network issues, and security incidents.

Yes. Our AI receptionist provides true 24/7/365 coverage for IT emergencies. When a client reports a server down, network outage, security breach, or other critical issue after hours, the AI immediately escalates to your on-call technician via SMS and phone call with full details. This ensures SLA compliance and rapid response even at 2 AM.

The AI receptionist captures comprehensive issue details including affected systems, error messages, number of users impacted, and urgency level. It then creates a ticket directly in your PSA (ConnectWise, Autotask, etc.) with all relevant information properly categorized. Technicians receive complete context before they even contact the client.

Yes. The AI receptionist identifies the caller's company, applies the correct SLA and service level, and routes tickets appropriately. It handles multi-tenant environments seamlessly, knows which clients have priority support, and can apply different escalation rules per client agreement.

The AI voice receptionist introduces itself professionally as a virtual IT support assistant. Most clients appreciate the immediate response and 24/7 availability rather than waiting on hold or leaving voicemails. The experience focuses on quickly capturing their issue and getting them the help they need.

Yes. The AI determines priority based on issue type, impact, and your configured SLA rules. Critical issues like server outages affecting multiple users get immediate P1 escalation, while routine requests like password resets are queued appropriately. Your SLA response times are enforced automatically.

AgentZap integrates with all major MSP platforms including ConnectWise Manage, Datto Autotask, Kaseya BMS, SyncroMSP, NinjaRMM, HaloPSA, and more. Tickets sync directly to your PSA with proper categorization, priority, and client assignment. No manual data entry required.

A full-time NOC technician costs $50,000-$70,000/year plus benefits, only works during their shift, takes vacations and sick days, and can only handle one call at a time. An AI voice receptionist works 24/7/365, handles unlimited simultaneous calls during major outages, never calls in sick, and costs a fraction of salary. Many MSPs use AI for after-hours and overflow while keeping staff for technical escalations.

Yes. When a major outage affects multiple clients, call volume can spike 500% or more. The AI receptionist handles unlimited simultaneous calls, ensuring every client reaches help immediately. Each caller gets the same professional experience with no wait times, even during critical incidents.

The AI receptionist is trained on IT terminology and asks relevant follow-up questions. It captures error messages, affected systems, when the issue started, number of users impacted, and any troubleshooting already attempted. Technicians get comprehensive ticket notes that accelerate diagnosis and resolution.

Yes. For common issues like VPN connection problems, password resets, or basic connectivity troubleshooting, the AI can walk callers through initial steps. This often resolves simple issues without technician involvement, freeing your team for complex problems while maintaining client satisfaction.

Most MSPs are fully operational within 48-72 hours. Our MSP onboarding specialists configure your client list, SLA rules, escalation protocols, PSA integration, and custom responses. We provide dedicated setup support and testing to ensure the AI handles your specific workflows correctly.