ai for it helpdesks and msps
Tier 1 tickets and after-hours calls, handled before your engineers wake up.
TechTicket AI answers the phone, reads the inbox, and works the portal queue. It triages every request, resolves the routine ones using procedures you approve, and escalates the rest to the right person with a clean summary. Your senior people stop doing dispatcher work.
# callers are always told they are speaking with an AI assistant
what_it_does
Four jobs your helpdesk pays senior people to do at junior speed
TechTicket AI covers the front of the helpdesk: the reading, sorting, asking, and routing that has to happen before real engineering work can start.
triage --enabled
Ticket triage
Every inbound request gets read, categorized, and prioritized the moment it arrives. Category, urgency, affected user, and affected system are set before a human ever opens the ticket, so your queue is sorted instead of raw.
deflect --enabled
Tier 1 deflection
Password resets, account lockouts, VPN hiccups, printer and access requests: the agent walks the requester through known-fix procedures you approve. What it can resolve, it resolves and documents. What it cannot, it hands off cleanly.
intake --enabled
After-hours intake
Calls, emails, and portal submissions that land at 2 AM get answered at 2 AM. The agent gathers symptoms, scope, and contact details while they are fresh, so the overnight queue your team opens in the morning is already worked.
route --enabled
Escalation routing
Anything beyond tier 1 is routed to the right engineer, team, or on-call rotation based on rules you define. Genuine emergencies page a human immediately; everything else queues with severity set correctly.
how_it_works
From first ring to resolved or routed
The pipeline is deliberately boring: the same steps a disciplined dispatcher follows, executed on every single request, at any hour.
- 01 intake
Intake on every channel
Requests arrive by phone, email, or portal. The agent answers the phone directly and reads written requests as they come in. Callers are told up front that they are speaking with an AI assistant. Nothing sits unacknowledged.
- 02 classify
Classify and gather context
The agent identifies the requester, determines what is broken and how widely, and asks the follow-up questions a good dispatcher would ask: when it started, what changed, who else is affected. It assigns category, priority, and tier from that evidence.
- 03 resolve
Resolve or route with a clean summary
Routine requests that match a procedure you have approved get resolved on the spot and documented. Everything else is routed to the right queue with a structured summary: symptoms, scope, steps already attempted, and requester contact details.
- 04 escalate
Escalate with full context
When the agent is not confident, or when your rules say a human must handle it, it escalates immediately. The engineer who picks up gets the full transcript and a summary, not a one-line ticket. No caller repeats their story twice.
who_its_for
Built for the people on the hook for the queue
route --by client
MSP owners
You run one helpdesk that serves many clients, and every client thinks theirs is the only one. TechTicket AI is multi-tenant from the ground up: each client gets its own greeting, escalation rules, on-call contacts, and priority defaults. Every request is identified, tagged to the right account, and worked under that client's rules before it reaches your board.
- Per-client routing rules and escalation paths
- After-hours coverage without staffing a night shift
- Tickets land in your queue clean, tagged, and prioritized
route --by team
Internal IT leads
Your engineers were hired to run infrastructure, and instead they spend mornings sorting a queue of password resets and "is the wifi down" tickets. TechTicket AI routes by team: networking, endpoints, identity, applications, whatever your org chart says. Routine requests get resolved before an engineer sees them, and what remains arrives pre-triaged against the right group.
- Routing mapped to your actual team structure
- Routine requests handled with procedures you approve
- Engineers get summaries and transcripts, not one-liners
faq
Questions helpdesk people actually ask
Do callers know they are talking to an AI?
Yes. Callers who reach the voice agent are informed at the start of the call that they are speaking with an AI assistant, and calls are recorded and transcribed with that disclosure. We think hiding it is bad practice and bad for trust, so we do not.
What happens when the AI is not confident?
It escalates to a human. The agent only executes resolution procedures you have approved, and only when the request clearly matches one. Anything ambiguous, high-risk, or outside its playbook is handed to your team with the full transcript, a structured summary, and its own assessment of what it could not determine. It does not guess at fixes.
Does this replace our PSA or ticketing system?
No. Your PSA or ticketing system stays the system of record. TechTicket AI sits in front of it: it takes the call or reads the email, does the triage work, and then creates or updates tickets in your system with clean, structured data. Whether and how we connect to your specific stack is something we scope together on a call, because every helpdesk is wired differently.
How is our data and our clients' data handled?
Voice recordings, transcripts, and ticket contents are processed to run the service and are not sold or used to train models for other customers. Access is restricted, data is encrypted in transit and at rest, and retention periods are agreed with you during setup. We describe our security posture honestly: we follow standard security practices and will walk you through them in detail, and we do not claim certifications we do not hold. The full details are in our privacy policy.
Can it route by client, not just by category?
Yes. For MSPs the routing model is multi-tenant: each client can have its own greeting, escalation rules, on-call contacts, and priority defaults. A server-down call from one client and a password reset from another are handled under different rules, and both land in your queue tagged to the right account.
How long does setup take?
It depends on how many resolution procedures you want the agent to handle and how your routing rules work today, so we will not quote a universal number. The typical path is: map your intake channels and routing rules, approve the initial set of tier 1 procedures, run the agent in intake-and-triage mode first, then enable resolution once you have watched it work. You control the pace of each step.
What does it sound like on the phone?
Like a competent dispatcher, not a phone tree. It speaks naturally, asks one question at a time, and confirms details back to the caller. It identifies itself as an AI assistant, and if a caller wants a human, it takes a message with full context or escalates per your rules rather than trapping them in a loop.
pricing
Scoped per helpdesk
A five-person MSP with twelve clients and an internal team supporting three thousand employees are not the same deployment, and we will not pretend a pricing table covers both. Pricing is scoped to your helpdesk: intake channels, call and ticket volume, how many resolution procedures you want automated, and how your escalation rules work.
On a thirty-minute call we will map your current intake and routing, tell you plainly what the agent can and cannot take off your team's plate, and give you a concrete quote. If it is not a fit, we will say so.
# scoping inputs
- intake channels: phone / email / portal
- call and ticket volume
- clients or teams to route across
- tier 1 procedures to automate
- after-hours and on-call rules
get_started
Stop paying engineers to be dispatchers.
Thirty minutes. We map your intake, your routing rules, and the tier 1 work worth automating, then tell you exactly what deployment would look like for your helpdesk.