Guide · For MSPs

    AI help desk for MSPs, explained

    An AI help desk answers and resolves Tier 1 support requests without a human picking up. For MSPs, that means the routine tickets, password resets, lockouts, VPN, Outlook, access requests, get handled around the clock, and only the genuinely hard ones reach your techs. Here is what it does, how it fits your stack, and how to evaluate one.

    What an AI help desk actually does

    A good AI help desk is not a chatbot that deflects to an article. It answers the call or message, diagnoses the issue, resolves what it can end to end, opens and updates a ticket, and escalates to a human only when needed, with the context already written up.

    • Answers across channels: voice, WhatsApp, Microsoft Teams.
    • Resolves routine L1: password resets, account lockouts, VPN, Outlook, access requests.
    • Creates and updates tickets in your PSA automatically.
    • Escalates the hard cases with a full transcript and audit trail.

    How it fits an MSP stack

    The right AI help desk is vendor-agnostic: it works on top of the PSA and ITSM you already run (HaloPSA, ConnectWise, Autotask, and others). You keep your tools and process. The AI takes the Tier 1 load and everything it does is logged back into your system of record.

    How to evaluate one

    • Does it resolve tickets end to end, or just deflect and route?
    • Does it work on top of your PSA, or force a migration?
    • Is it truly omnichannel (voice + messaging), or chat-only?
    • Is there an audit trail for every action?
    • Is pricing tied to a measurable outcome, or a flat license?

    What Out of Hours AI does

    Out of Hours AI is an AI help desk built for MSPs: omnichannel, vendor-agnostic, resolves L1 end to end, and logs everything. The offer is simple: cut your L1 support cost by at least 50%, or you don't pay.

    Frequently asked questions

    Is an AI help desk just a chatbot?

    No. A real AI help desk resolves Tier 1 requests end to end across voice and messaging, opens and updates tickets, and escalates only what needs a human, rather than deflecting to an article.

    Will it replace my techs?

    No. It takes the routine Tier 1 load so your techs work on the issues that actually need a human, with the context already written up.

    Does it work with my PSA?

    Yes. Out of Hours AI is vendor-agnostic and works on top of HaloPSA, ConnectWise, Autotask, and others.

    See an AI help desk resolve a real ticket

    Book a 30-minute call. We size the savings against your real ticket data.

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    Savings guarantee based on documented reduction in L1 support costs (labor, overtime, turnover, missed calls) measured against your pre-deployment baseline, established during the free assessment. Savings are measured against your current L1 cost, so we need at least one L1 person to benchmark against. Results vary by organization size, ticket volume, and current cost structure. Guarantee period begins at full deployment, not contract signing.