# AI Answering Service for IT Companies & MSPs Source: https://insertchat.com/industries/it-services > Take client support calls, create tickets, and flag outages and security incidents for your on-call tech. An AI answering service for IT companies and managed service providers answers client support calls and new business inquiries while your techs are heads-down, using your service catalog, support hours, and escalation rules. InsertChat’s assistant records the issue, impact, and affected users, can create Zendesk tickets, books discovery calls, and flags outages and security incidents. ## Turn a Monday-morning outage call into an urgent ticket Example workflow: Phone call. Illustrative scenario. Answers depend on your sources; actions depend on your connected tools and permissions. This is not a customer testimonial or measured result. The office manager at a 20-person client calls at 7:50 a.m., before your help desk opens. > Nobody in our office can get into email or the shared drive. We have a client meeting at ten. Can someone help? ## Measure the impact Ask which company is calling, how many people are affected, what they see on screen, and when it started. ## Open the ticket Create a Zendesk ticket with the company, contact, symptoms, and impact, if you allow that action. ## Alert the on-call tech Mark the call urgent so your on-call technician gets an email alert, and text the caller a callback confirmation. ## Your team sets the boundaries The assistant doesn’t troubleshoot, reset passwords, or touch client systems. Your technicians decide the fix and when to call back. ## What it handles for IT companies and MSPs Handled by your assistant: - Support requests logged with company, user, device, and symptoms - Zendesk tickets created or updated, with the approvals you choose - Ticket status checks, looked up in Zendesk when you allow it - Support hours, contract coverage, and how to reach your portal - New business inquiries, booked as discovery calls Sent straight to your team: - An outage that stops a whole office or a critical server - Ransomware messages, a suspected breach, or a clicked phishing link - Internet or phone service down at a client site - Problems for the priority users a client’s contract names - Angry clients and contract or billing disputes ## What it asks and what it needs to know Details it collects: - Company name, and the caller’s name, role, and callback number - Affected users and devices - What they see, including any error message - When it started and what changed - How many people can’t work - For prospects, company size, current setup, and what prompted the call - Best time for a technician to call back What to add to its knowledge: - Clients, contract tiers, and what each tier covers after hours - Your definition of an emergency and the steps callers hear - Support hours, portal link, and remote session instructions - Services you sell, such as managed IT, backups, and security - The rule never to ask for or accept passwords - Onboarding steps for new clients ## Can an AI answering service create IT support tickets? Yes, with the Zendesk connection. Turn on the actions you want, and the assistant can create a ticket with the company, user, symptoms, and impact, look up an existing ticket’s status, or reply to and update a ticket, with approval wherever you require it. Without Zendesk, each request lands in the shared inbox as a conversation your techs can pick up. ## Does it connect to our PSA or RMM tools? No. InsertChat doesn’t connect to PSA or remote monitoring tools, so your team creates tickets in those systems from the conversation, or the assistant creates them in Zendesk if that’s your help desk. The Microsoft Dynamics 365 and HubSpot connections cover sales and account records for new business. ## How much does an AI answering service for an MSP cost? Pro costs $98 per month with one number, monthly credits, three seats for your techs, and three assistants. Calls use credits by the whole minute. Connected services such as Zendesk may carry their own charges, and Growth at $198 a month adds seats when more of your help desk works from the shared inbox. ## AI answering vs voicemail vs a live IT answering service | Compared | InsertChat AI receptionist | Voicemail | Live answering service | | --- | --- | --- | --- | | Answers questions | Yes, from your knowledge base | No; callers leave a message | From the script you give the operators | | Books appointments | Into the built-in calendar, Google Calendar, Outlook, Calendly, or Cal.com | No | Depends on the provider and your calendar access | | When it answers | Always, after hours, or when your team doesn’t pick up | When nobody answers | During the hours your plan covers | | Record of each call | Transcript and AI summary in the shared inbox | A recorded message | Message notes from the operator | | Urgent calls | Flagged and emailed to your team, with the safety steps you wrote; no live transfer | Heard when someone checks messages | Handled with the escalation instructions you give | | Other channels | Website chat, SMS, email, and WhatsApp from the same knowledge | Phone only | Varies by provider | | Pricing | From $98 per month with monthly credits; calls billed in whole minutes | Usually included with your phone service | Varies by provider; often per minute or per call | Voicemail and answering service details vary by provider. Check the terms of any service you compare. ## Will the assistant reset passwords or remote into machines? No. It has no access to your clients’ systems, and you can tell it never to ask for or accept a password. Password resets and remote sessions are logged as requests for a technician, with the user and device recorded. ## Can different clients get different after-hours rules? Yes, through its knowledge. List each client’s contract tier and what counts as an emergency for them, and the assistant asks which company is calling before it treats a request as next-morning work or an urgent alert for the on-call tech. ## Can it answer new business calls too? Yes. Prospects hear the services you offer and your onboarding steps, then book a discovery call into open times. The contact keeps the company size, current setup, and the campaign from your tracking links, and a high-intent alert reaches your sales lead. ## Can techs keep answering the phone during the day? Yes. Ring your help desk first and let the assistant pick up after 5 to 60 seconds without an answer, or only outside your support hours. A call that reaches a technician’s voicemail comes back to the assistant, so the request is still logged. ## Related features - [AI receptionist](https://insertchat.com/product/phone) - [Actions & approvals](https://insertchat.com/product/automations) - [Shared inbox](https://insertchat.com/product/inbox) ## Broader industry - [Professional services](https://insertchat.com/industries/professional-services): Give every new inquiry a clear next step.