Get Assistant

For managed service providers

"The whole office is down" calls in at 7am, not 9

Get Assistant answers your support line 24/7, captures the company, site, affected user count and what changed, and logs the report so an engineer can pick it up ready to act instead of playing phone tag first.

  • Answers calls 24/7
  • Captures affected user count
  • Flags severity for engineers
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Why it matters

What the phone costs IT and managed service providers

Outage calls arrive before your help desk opens

A client's office manager calls at 6:45am because nobody can log in. The report gets captured with what changed and who's affected, ready the moment your first engineer is online.

"Is my ticket done yet" calls interrupt real troubleshooting

Status-check calls and new outage reports both come in on the same line. Each one is logged as what it is, so your dispatcher isn't sorting through undifferentiated voicemail.

New prospects call about managed services during a client incident

A prospect asking about your service plans gets the same professional answer a client incident gets — captured and routed, not left on hold behind a live outage.

Common calls

The calls it handles

Each is answered from the business knowledge you configure and lands as a call record, with a message or an appointment request alongside it.

End-user support call
A client's staff member reports a problem with a device or application. Company, site and the affected user's name are captured along with a description of the issue.
"Whole office is down" outage report
Company, site, approximate number of affected users and what changed recently — a reboot, an update, a power event — are captured for immediate triage.
Ticket status check
The caller's existing ticket reference or description is logged as a status inquiry, kept separate from new issue reports.
Onboarding or offboarding request
A new hire starting Monday or an employee's last day is logged with the effective date, the requesting manager and which systems are involved.
Hardware and license procurement questions
Requests for new laptops, additional seats or software renewals are captured with quantities and the requesting contact.
New-prospect calls about managed services
Company size, current setup and what prompted the call are captured for the sales team to follow up, separate from the support queue.

A realistic call

How a call actually goes

Monday, 7:05am. An office manager calls before the help desk officially opens.

  1. ReceptionistGood morning, thanks for calling. What's going on?
  2. CallerNobody in our office can log in to their computers this morning.
  3. ReceptionistI'm sorry to hear that. Can I get your company name and which site this is?
  4. CallerMarchetti Law, the downtown office on 5th.
  5. ReceptionistThanks. Roughly how many people are affected, and did anything change recently — an update, a reboot, a power outage?
  6. CallerAbout fifteen people, and the building had a power blip overnight.
  7. ReceptionistThat's useful. Can I get your name and a callback number?
  8. CallerRenee Ortiz, 312-555-0198.
  9. ReceptionistI've logged that for the team to review. Is there anything else I should add?
  10. CallerNo, just please get someone on it fast.
  11. ReceptionistUnderstood, flagging this as high priority now.

What gets captured

What ends up in your dashboard

  • Caller name, company and site or location
  • Callback number and best contact method
  • Number of users or systems affected
  • What changed recently — update, reboot, power event, new device
  • Existing ticket reference, for status-check calls
  • Effective date and systems involved, for onboarding or offboarding requests
  • Quantities and requesting contact, for hardware or license requests
  • Whether the caller is an existing client or a new prospect

How it works

Evenings, weekends and overflow

Support calls placed overnight or on weekends are answered live instead of hitting a generic voicemail greeting. A caller reporting an outage at 2am gets asked the same triage questions as during business hours — site, affected user count, what changed — and the record is flagged by severity so your on-call engineer sees a complete report the moment they check in, rather than a garbled voicemail to replay.

Two ways to forward

Forward every call, or use conditional forwarding from your carrier so only unanswered and after-hours calls reach your Get Assistant number.

Setup and forwarding FAQs

Limitations

What it will not do

These limits are deliberate, and they are the same on every call.

  • It does not troubleshoot technical issues, reset passwords or grant system access
  • It does not open, update or close tickets in your PSA or ticketing platform
  • It does not advise the caller on a fix; it captures the report so an engineer can act
  • It is not an emergency line for physical safety, fire or security incidents — callers are told to contact emergency services directly
  • It does not commit the company to a response-time guarantee on any specific call
  • On every plan, if you've set up call transfer, your receptionist can ask the caller and then attempt a warm transfer to your on-call engineer during the hours you choose. If nobody picks up, it takes a message and a callback number instead.

Calls are recorded and transcribed to build the report your engineers act on, with access limited to your team and the notification recipients you configure for each client site. Privacy Policy and Terms.

FAQs

IT and managed service providers questions

Setup, billing and security are covered in the general FAQs.

Can it troubleshoot a caller's issue over the phone?
No. It captures what's happening, who's affected and what changed, then logs that report for an engineer to act on — it does not attempt fixes, resets or configuration changes.
Does it open tickets in our PSA?
It does not integrate with ticketing systems. It creates a call record in your Get Assistant dashboard and sends the configured notification, which your team turns into a ticket.
How does it know an outage is urgent?
It asks how many people are affected and what changed recently, and logs that description. Calls describing a broad outage are flagged for faster review than a single-user issue.
Can it handle calls from prospects asking about managed service plans?
Yes. It captures company size, current setup and the reason for the call, and logs it as a sales inquiry separate from your client support queue.

Never let a 6am outage call sit on voicemail

Get Assistant answers support calls 24/7, captures what's down and who's affected, and hands your engineers a report they can act on immediately.

Download on theApp Store

For iPhone · Set up your business line in minutes