Industries · IT support companies
An AI helpdesk for MSPs and IT support companies
VoiceLogic’s IT helpdesk agent answers your support line, finds out who is calling and which client they are from, then establishes what is wrong, on which device or system, how many people it affects and whether they can work. It logs the ticket in your ticket system when one is connected, or takes a message, and puts whole-office outages and security problems straight through to an engineer.
- Caller and client identified first
- Never asks for a password
- Security calls escalated at once
The problem
Why does an MSP helpdesk need a first-line agent?
Because so many support calls begin with “it’s not working” and little else, and an engineer’s first minutes go on finding out who is calling, from which client, on which machine, and how badly the business is affected. Meanwhile the call that really is urgent, a whole office offline or a user who has just clicked something they shouldn’t, waits in the same queue.
Vague first reports
“My email’s broken” could mean one user’s laptop or the whole tenant. Engineers need the device, the system and the scope before they can start.
Not every caller is who they say
A friendly voice asking for a password reset is exactly how account takeovers begin. The first person to answer has to be careful about access.
Priority buried in the call
One printer jammed and nobody in the office able to work sound similar at the start of a call. The difference is how many people are affected and whether they can carry on.
Engineers are mid-fix
Your engineers are on remote sessions or at client sites. Every interruption to take basic details slows the work already under way.
On a support call
What does an AI helpdesk agent do for an IT support company?
It gets the caller’s name, company and call-back number before anything else, then works out what is wrong and how much it matters. Routine faults are logged or left as a message with everything an engineer needs; outages and security problems go straight to a person.
Who is calling
Name, company and a call-back number, before the conversation goes anywhere else.
What is wrong
The problem, which device or system, how many people it affects, and whether they can work.
Existing tickets and outages
If it can check for an open ticket or a known outage in your systems, it does, and tells the caller.
Logs it
It logs the ticket in your ticket system when one is connected, or takes a message, and gives the caller the reference if it has one.
Escalates the serious ones
If the whole office is down, or it is a security problem, it puts the caller through to an engineer straight away.
Example call
A suspicious link, escalated at once
In this example a user at one of a fictional MSP’s clients thinks they have clicked a bad link. The agent identifies them, tells them to disconnect the device from the network, refuses the password they offer, and puts them through to an engineer.
An illustration only. The MSP, its client and the caller are invented.
AgentHello, you’ve reached the Northgate IT helpdesk, this is Leo. Can I take your name and company?
CallerMark Fielding at Ashby Accountants. I think I’ve clicked a dodgy link in an email.
AgentThanks, Mark. Please disconnect your computer from the network now: unplug the cable or turn off Wi-Fi. What’s the best number to call you back on?
Caller07700 900456. Do you need my password?
AgentNo, please don’t tell me your password. I’m putting you through to an engineer now.
Clear limits
What will the helpdesk agent never do?
It will never ask for or accept a password, and it will never agree to reset a password, unlock an account or change anyone’s access. An engineer has to check who the caller is first.
- No asking for passwords, and no accepting one if a caller offers it.
- No password resets, account unlocks or access changes: those wait for an engineer to verify the caller.
- No guessing at causes or fixes. It answers only from your information and the systems you connect.
If a caller thinks they have clicked a suspicious link or been hacked, the agent tells them to disconnect the device from the network and puts them through to an engineer.
Edit the template to match your service desk: your own priority rules, your clients’ names, or a different greeting. Calls are limited to fifteen minutes to begin with, longer than most templates because helpdesk calls need the detail.
Useful with
Features an MSP will use
Your ticket system, through tool servers
Connect your own systems through tool servers (MCP) and the agent can look up ticket status or a known outage while the caller is on the line. Tool servers.
Helpdesk CRMs
Calls are logged as activities in Zendesk, Freshdesk, HubSpot and other CRMs, with the caller’s name on the handset as it rings. CRM integrations.
Queues for your engineers
Call queues with live stats and five strategies, ring groups for on-call teams, and the agent taking the overflow. Queues and ring groups.
Out-of-hours cover
Office hours send evening and weekend calls to the agent, which can put serious ones through to whoever you allow. Office hours.
Transcripts with action items
Every call can be recorded, with a transcript, summary and action items, and card numbers masked. Recording and transcription.
Questions
Questions from MSPs and IT support companies
Will an AI helpdesk reset passwords?
No. The helpdesk agent never asks for or accepts a password, and never agrees to reset a password, unlock an account or change access. An engineer has to check who the caller is first.
Can it check our ticket system?
Yes, if you connect it. Through tool servers (MCP), the agent can look things up in your own systems, such as whether a ticket is already open or there is a known outage, and tell the caller what it found.
What happens when a client reports a security problem?
The agent puts them through to an engineer straight away. If they think they have clicked a suspicious link or been hacked, it first tells them to disconnect the device from the network.
Does it identify the caller before logging anything?
Yes. It asks for the caller’s name, company and a call-back number before anything else, so every ticket or message is tied to the right client.
What does an AI helpdesk agent cost?
Prices start at £29 a month for a Basic agent with 500 minutes. A busy helpdesk might choose Busy at £179 for 3,000 minutes or High volume at £349 for 6,000. Prices exclude VAT; details on the pricing page.
Talk to us
See VoiceLogic working on a real call, and get a quote for your team.