24/7 SUPPORT

AI agent for after-hours calls and ticket creation

MSPbots AI Ticket Intake is a voice-first AI agent that answers every support call, creates clean PSA tickets, and resolves Tier-1 issues autonomously. No dispatcher, no 3am wakeups.
Book a demoSee how it works

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Call answer time

100%

Calls answered

25%+

L1 resolved autonomously

71%

After-hours cost reduction

THE PROBLEM

After-hours support is failing your team and clients

After-hours support is chaos
Your answering service sends a transcript. Someone must parse it, create the ticket, page the engineer. Clients wait. Engineers lose sleep.
Cost: $200–$800+/month answering service + middleware
Hidden cost of after-hours
Overtime, service fees, middleware, and ticket cleanup add up fast. Mishandled calls risk client renewals, reduce team efficiency, and impact customer satisfaction.
Cost: $17–$25 cost per manually created ticket
Intake bottleneck
Third-party services create incomplete tickets that need manual cleanup. Human dispatchers are a single point of failure and L1 staff is hard to find.
Cost: $40K–$80K/year per on-call dispatcher
SMART ROUTING

With AI ticket intake

MSPbots replaces your answering service with AI that provides human-like conversations, learns your workflows with plain English instructions, and resolves Tier-1 issues on the call.
Always available intake agent

An AI agent picks up every after-hours call in under 3 seconds, handles them all simultaneously, so no client hits a busy signal. It recognizes callers through your PSA, understands issues, and creates complete tickets instantly.

Ready-to-use ticket notes

Every call is automatically recorded and transcribed. The full transcript lands in the ticket's internal notes alongside company, contact, board, and priority — so by the time you're back online, the work is already sitting in your PSA.

Escalates with full context

When a caller needs a real person, the agent transfers them straight to your on-call technician — summary already in hand. No one gets paged for a simple password reset, and nothing sits waiting in a voicemail box until morning.

HOW IT WORKS

From first ring to resolved ticket

The AI agent handles the entire call lifecycle. Your team only sees the tickets that need a human touch.
PATH A: RESOLVED ON THE CALL
Tier-1 autonomous resolution

The AI resolves the issue during the call and confirms the fix with the caller before ending the conversation with clear resolution details.

PATH B: TICKET CREATED
Queue-ready ticket writeback

The AI creates a ticket in your PSA. Your team’s queue is ready at shift start. The caller is told a ticket will be created and the team follows up.

PATH C: CRITICAL ESCALATION
P1/P2 warm handoff

For urgent issues, AI calls the on-call engineer with a full issue summary, so they're ready when they answer with complete incident context.

FEATURES

Everything you need to replace your answering service

Caller ID matching

Incoming calls are automatically matched against your PSA contacts, so the AI knows who's calling and which company they belong to before saying hello.

PSA CONTACTS

Smart greeting

Callers are welcomed with a natural, professional greeting configured for your company — every call sounds like your team picked up, not a bot.

CONFIGURABLE

Automatic ticket creation

Every call becomes a complete, properly categorized ticket in your PSA, with the full conversation transcript saved in the internal notes for easy review.

PSA WRITEBACK

Call recording

Every call is recorded and stored, ready to replay anytime — so your team can review exactly what was said, word for word.

FULL PLAYBACK

Call escalation

When a caller needs immediate help, the AI connects them straight to your on-call technician with a full issue summary.

ON-CALL ROUTING

Skill Studio

Define how the AI handles calls in plain English — no code, no technical configuration. If you can describe it, the AI can learn it.

PLAIN ENGLISH

ROI THAT'S ARITHMETIC

Cut your after-hours support cost by up to 71%

The AI agent handles the entire call lifecycle. Your team only sees the tickets that need a human touch.
AFTER-HOURS COVERAGE
Zero missed calls. Zero 3am wakeups for L1 issues.
MSPs pay $200–$800+ per month for answering services that do one thing: email you a transcript. You still need middleware to parse it into a ticket. MSPbots replaces the answering service and the middleware, creating tickets directly in your PSA at 40–50% less than what you pay.
40–50% less than your service

Real example: $199/mo with MSPbots (additional usage charged at $0.50/min).

$900+/month in avoided callout costs

L1 issues resolved on the call. No more waking engineers for password resets

L1 AUTONOMOUS RESOLUTION
Resolve 25% of calls before they become tickets.
40% of senior engineer time is spent handling nuisance tickets like password resets and printer issues because Tier-1 teams are overwhelmed. Skill Studio resolves these issues during the call, helping teams reduce repetitive work and focus on higher-value tasks.
Under $5 per AI resolution

vs. $17–$25 manual average

25–45 min → resolved on-call

Tier-1 resolution time eliminated entirely

TARGET RESULTS

What success looks like at General Availability

Metric
Target
80+ Integrations across PSA, RMM, and accounting tools
~50 Built-In Integrations
Intelligent bots monitor dashboards, trigger alerts and automate workflows
No automation. Manual monitoring required
20+ widgets with advanced AND/OR filtering for deeper insights
10 basic gauge visualizations with limited filtering options
Dynamic slicers provide clarity across prebuilt agreement profitability and revenue analytics apps
Requires backend configuration, limiting gauge availability and slowing deployment
Comprehensive year-over-year reporting with 365+ days of historical data (up to 4 years)
Restricted historical data (~210 days), limiting long-term trend analysis

Capture every after-hours issue and keep clients from churning

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