Sector playbook · MSPs & IT support
Every support call logged before an engineer picks it up.
Service desks lose hours to calls that are mostly data entry. HoyCall answers, captures the issue, opens the ticket in the PSA and escalates what's urgent. Sell it to the MSPs you work with, or run it on your own desk.
Why MSPs buy
First-line calls are expensive data entry.
Most support calls start the same way: who are you, which company, what's broken, how urgent is it. An engineer answering that is an engineer not fixing anything.
HoyCall handles intake around the clock and hands engineers a complete ticket. The value is easy to measure: fewer interruptions, faster first response and after-hours calls captured properly.
What it does
What the agent handles for a service desk
Identifies the caller
Matches the caller to their company and contact record.
Opens the ticket
Creates a ticket in the PSA with the issue, impact and what's been tried.
Triages urgency
Tells a full outage from a password reset and escalates by your rules.
Covers after hours
Captures out-of-hours calls and alerts the on-call engineer when it's urgent.
Answers routine questions
Opening hours, how-tos and known incidents, from the desk's own knowledge base.
Transfers to an engineer
Puts the caller through whenever the rules say a person should take it.
The demo
The demo that closes the deal
Ring the agent with a real outage scenario and show the ticket appearing in the PSA before the call ends.
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Caller
Hi, nobody in our office can get online.
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Agent
I can help with that. Can I take your name and the company you're calling from?
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Caller
Priya, from Hartwell Dental.
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Agent
Thanks, Priya. Is it everyone at the practice, and are your phones working?
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Caller
Everyone. Phones are fine.
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Agent
I've opened a high-priority ticket and alerted the on-call engineer, who'll call you back on this number. I've texted you the ticket reference.
Integrations
Tickets land in the PSA the desk already uses
Calls become tickets with the caller, company and issue filled in. Other PSAs can be connected as custom integrations.
Rollout
From first demo to live
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Demo
15 minutes
Build an agent from the MSP's website and ring it with a real scenario.
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Questionnaire
30 minutes
Confirm priorities, escalation rules, on-call cover and what the agent may answer.
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Build and test
About two hours
Connect the PSA, then test five real scenarios by phone.
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Go live
15 minutes
Route the support line to the agent, then review the first week of tickets together.
Add MSPs to your offer.
Thirty minutes with us is enough to see whether HoyCall fits your client base.