AI Front Desk for IT Services
Never let a support call hit voicemail.
Frontly answers every client call, logs the issue, and routes urgent ones to your on-call engineer.
HEAR IT FOR YOURSELF
Hear it triage a ticket now
Call our AI agent right now. It will triage an IT support call with SLA awareness, just like it would for your MSP. No signup required.
- Frontly
Service desk, thanks for calling. Can I take your name and what is happening?
- Caller
Rachel. Nobody in the office can get into email.
- Frontly
Thanks Rachel. Is that every user, or a single mailbox?
- Caller
Everyone. About twelve of us.
- Frontly
A full mail outage for twelve users is a Priority 1 under your service agreement. I am raising the ticket and paging the on-call engineer now.
- Caller
How long before someone calls me?
- Frontly
Your P1 response target is fifteen minutes. The engineer already has the ticket, the user count and your direct number.
- Name
- Rachel
- Type
- P1, mail outage, 12 users
- Time
- Paged, 15 min target
- Escalated
- Yes
Your script, your appointment types and your escalation rules are set during setup.
The short answer
What is Frontly for IT services and MSPs?
Frontly is an AI virtual receptionist and answering service for IT service providers and MSPs. It answers every support call 24 hours a day, identifies the client and their SLA tier, resolves the Level 1 requests you approve, escalates priority-one incidents to the on-call engineer, and logs every ticket in your Frontly dashboard. Live in about an hour.
THE PROBLEM
A Missed Ticket Is a Breached SLA
34%
of MSP support calls arrive outside standard business hours from clients spread across time zones
$5K-$25K
typical cost of a single SLA breach penalty or contract renegotiation
< 15 min
Priority 1 response SLA most MSP contracts enforce. Human after-hours coverage is expensive.
$100K+/yr
loaded cost of a night-shift helpdesk engineer. Frontly handles triage and escalation 24/7 for a fraction of it.
HOW IT WORKS
Live in About an Hour. No IT Project.
Connect Your Phone
Forward your helpdesk line or get a dedicated AI number. No hardware, no integration project, and nothing to install.
We Design Your Triage Workflow
Our team maps your SLA tiers, client priority list, after-hours rules, and on-call rotation. We script Frontly to ask the right qualifying questions and route tickets to the right queue or engineer.
Go Live
Frontly answers every client call, identifies the client and their SLA tier, creates the ticket with the full transcript, and escalates Priority 1 emergencies to the on-call engineer by text and phone.
Connect Your Phone
Forward your helpdesk line or get a dedicated AI number. No hardware, no integration project, and nothing to install.
We Design Your Triage Workflow
Our team maps your SLA tiers, client priority list, after-hours rules, and on-call rotation. We script Frontly to ask the right qualifying questions and route tickets to the right queue or engineer.
Go Live
Frontly answers every client call, identifies the client and their SLA tier, creates the ticket with the full transcript, and escalates Priority 1 emergencies to the on-call engineer by text and phone.
WHAT FRONTLY HANDLES
Every Support Call, Handled
Frontly answers every client call, logs a structured ticket, and escalates only what is genuinely urgent to your on-call engineer. Every ticket is captured in your Frontly dashboard, with nothing to integrate.
Helpdesk and support calls
Answers in your business name, captures the client, the issue, and the priority, and logs a structured ticket in your Frontly dashboard for your team to action.
Priority-1 escalation
Detects genuine emergencies like a server down or users locked out, and escalates straight to the on-call engineer by call and text, even at 2 AM.
Ticket logging
Writes every call up as a ticket with the full transcript attached, so your team starts each one with the complete picture and nothing slips.
After-hours and on-call cover
Answers nights, weekends, and holidays, filters the non-urgent from the urgent, and only wakes the on-call engineer when it is genuinely needed.
Onboarding and callback requests
Captures new-client onboarding questions and callback requests, logs the details, and routes them to the right person to follow up.
Visual Workflow Builder
Resolve Level 1 Before It Reaches the Queue
We Build It For You
Our team maps your client list, your SLA tiers, your escalation paths and the Level 1 requests that repeat most, then scripts the resolution rather than the routing.
Identify the Caller and the Client
The flow confirms who is calling and which client they belong to before anything else, so the ticket is attributed correctly the first time.
SLA-Aware From the First Second
Priority is captured on the call, so the clock starts on answer rather than on a callback.
Escalate With the Diagnosis Attached
When it does need an engineer, the context is already gathered, so nobody starts by asking whether they tried restarting it.
Change It Yourself
Adjust SLA rules, on-call rotations or the Level 1 script as your client base changes, without waiting on us.
Cross-Call Memory
Your AI Remembers the Recurring Caller
- Repeat callers recognized across tickets
- Previous issues at the same site recalled automatically
- No end user re-describing a fault they reported last week
- Full contact history visible before an engineer picks it up
Frontly Dashboard
Every Call, Contained or Escalated, on the Record
Containment You Can Actually See
Every call shows whether it finished without an engineer or was escalated, which is the number that tells you if the service desk is scaling.
Full Transcript on Every Call
Exactly what the user reported, in their words, attached to the ticket instead of paraphrased.
After-Hours Alerts
Configure a text or a call to the on-call engineer only when the priority and SLA genuinely justify it.
Cross-call History at a Glance
Every previous call from that site, so a recurring fault stops being rediscovered monthly.
Live Status Across Clients
See volume and containment across every client from a single screen.
Outbound calling, and deploying Frontly into your own cloud, are enterprise capabilities scoped with our team. See enterprise
See all featuresWHAT USUALLY DECIDES IT
The three questions that come up every time
A real person, whenever the caller wants one
Every workflow can hand the call to your on-call engineer. The transfer carries a spoken briefing, so your team picks up already knowing who is calling and why. The caller never has to explain themselves twice, which is usually the moment a good call turns into a complaint.
More than one language, on the same number
Frontly handles support calls in more than one language on the same service-desk number, so an end user who struggles in English still gets a ticket raised correctly the first time.
Flat monthly rate, with the meter switched off
No per-minute billing, no per-call fee, and no cap on how many questions the AI is allowed to answer. Your busiest month does not produce your largest invoice, and adding another topic to its knowledge does not add a line to the bill. See pricing for the current rates.
ANSWERING SERVICE OR AI
Answering service or AI receptionist for an MSP?
An answering service takes the caller's details and pages the on-call engineer for everything. An AI receptionist triages first: it captures the ticket, works out the severity, and escalates only what matches your SLA tier. For an MSP that is the difference between being woken for a password reset and being woken for an outage.
Where a staffed answering service still wins
A client executive who wants a person. When a major account calls during an incident, the relationship sometimes matters more than the process, and a staffed desk answers that better than a triage flow.
Where Frontly wins
Ticket intake is a structured process with defined severity rules, which is precisely what software does consistently at 4am when a person would not. Every call becomes a ticket with the same fields, and Priority 1 reaches your engineer by phone rather than sitting in a queue.
Most businesses end up running one or the other rather than both. If you are weighing it up properly, the full cost and capability breakdown is in Frontly against a virtual receptionist.
WHAT A SERVICE DESK SHOULD MEASURE
Service desks should be containing Level 1, not routing it
For a service desk, an answered call that becomes a ticket in a queue has not saved anybody anything. The question is how many calls finish without a technician, with the ticket already written correctly.
FAQ
Frequently Asked Questions
KEEP EXPLORING
Keep exploring Frontly for IT Services
Go deeper on the capabilities, comparisons, and guides that matter most.
24/7 inbound answering
How Frontly answers every call, qualifies the caller, and books the job in your dashboard.
How inbound worksYour call flow, your rules
What the agent asks, what it books on the spot, and what gets a human woken up. Built with you before you go live.
See the workflow builderAfter-hours answering
Out-of-hours calls are where SLA breaches happen. See how P1 incidents are separated from password resets at 3am.
See after-hoursReady to Stop Breaching SLAs?
Set up your AI front desk in about an hour and answer every client call, at any hour.