An AI answering service that triages IT support calls around the clock

Ticket intake that gives technicians what they need

Good tickets save time. Clientager identifies the client company and the user, checks whether they are covered by a support contract, and asks the questions your technicians would ask: which device, what error message, when it started, how many people are affected and what they have already tried. It logs the ticket with that detail in your help desk or the built-in CRM, and gives the user a reference so they can follow up.

For common requests you document, such as reconnecting to the VPN, clearing a print queue or resetting multi-factor authentication through your approved process, the agent can walk users through the steps. When it cannot resolve the issue, or when the request needs admin access, it says so clearly and queues the ticket for a technician. It never asks users for passwords.

Triage and escalation for real emergencies

Not every call at 10 pm needs a technician out of bed. You define what counts as urgent, for example a whole office offline, a server down, a suspected security incident or a client on a contract tier with after-hours cover. The agent applies those rules consistently, escalates urgent issues to the on-call engineer by call transfer or text with a full summary, and tells the client what will happen next.

Lower-priority issues are logged for the morning with a realistic expectation set, so clients are not left wondering. If a user reports a possible phishing email or ransomware warning, the agent gives the first steps you approve, such as disconnecting from the network, and escalates straight away. Security decisions and remediation always stay with your team.

• Priority rules based on impact, contract tier and time of day
• On-call escalation by call transfer or text
• Security concerns escalated immediately
• Clear next steps and ticket numbers for every caller

New business and renewals handled with care

Businesses looking for a new IT provider usually contact a few MSPs at once. Clientager separates sales enquiries from support, asks about company size, number of users and devices, current setup, pain points and timeline, and books a consultation with your sales lead or owner. The lead lands in the built-in CRM with notes, so your first conversation can focus on what they need.

The CRM also tracks contract dates you record for each client. When a renewal is approaching, your account manager is alerted so nothing lapses by accident. When a client gets in touch about a ticket or a question near their renewal, the agent can offer to book a review call with the account manager. Pricing, contract changes and billing disputes are always handled by a person, and the agent sends secure payment links for invoices rather than taking card details.