Your AI IT support desk is still answering at 9:12 PM.

Yes. The AI resolves common issues like password resets, VPN setup, and printer troubleshooting, then escalates unresolved issues to your team with full context.

CallSphere integrates with ConnectWise, Autotask, Freshdesk, Zendesk, and other PSA/ticketing platforms to create, update, and close tickets automatically.

It asks diagnostic questions, checks against your knowledge base, and assigns priority levels before routing to the right technician or queue.

Absolutely. CallSphere supports multi-tenant configurations so each client gets a customized experience with their own greetings, SLAs, and escalation rules.

Our IT support customers see 40-60% of Tier 1 tickets resolved without human intervention, freeing engineers for complex work.

No. It cannot reset a password, remove MFA, unlock an account or elevate anyone, and there is no setting that turns that on. Help desks are the most reliable route into an MSP's clients, so the safest agent is one with no ability to change access at all. It verifies the caller against your authorized-contact list, opens the ticket with everything the engineer needs, and routes it.

By the number first — inbound caller ID matched against the contacts in your PSA — and by asking when there is no match. Each client can also have its own number or extension. Nothing is written until the caller is matched to one tenant, and an agent configured for one client cannot see another client's tickets, contacts or runbooks.

It applies that client's priority matrix, opens the ticket, and pages through the on-call tool you already use, whether that is PagerDuty, a phone tree or a rotation in a spreadsheet. It writes the page time and the acknowledgment back to the ticket. If nobody acknowledges inside the window you set, it walks your escalation path to the next person on it.

It sets priority from the matrix you give it for each client: users affected, service affected, whether a workaround exists. It can raise a priority when the caller gives it new information, and it never lowers one on its own — a downgrade waits for a human. Every classification is on the recording, so you can check its judgment in week one instead of trusting it.

It chases them. On the schedule you set and inside the contact hours each client specifies, it calls, texts or emails the authorized contact, asks the one question the ticket is blocked on, and moves the ticket out of the waiting status when the answer comes back. Those are usually the oldest tickets on your board and the ones your SLA reports quietly exclude.

Either. Point your current after-hours number at it, or forward only outside your covered hours and leave the daytime line exactly as it is. Most MSPs start with overflow — it picks up when the queue is deep or nobody answers in three rings — and move it to the whole night once they have read a week of transcripts.

Twenty-four hours to go live on one client with your greeting, that client's priority matrix and your escalation path. The pilot runs seven days. Adding clients after that is configuration, not a new build: what differs between them is the matrix, the covered hours, the authorized contacts and who gets paged.