Every call becomes a ticket.
None depends on someone remembering to log it. The ticket carries the recording and the transcript.
Product fact
Use case
Turn every IT support call into a ticket with a transcript.
AI Voice Agent answers the helpdesk line, gathers the details an engineer needs, and opens the ticket in ServiceDeskPro.
- Who it’s for
- IT service providers, systems integrators and internal IT teams in mid-sized and large organisations.
- Runs on
- AI Voice Agent, with ServiceDeskPro alongside.
- Where it runs
- Cloud (a Saudi cloud provider in KSA, or your own cloud account) or on-premise.
The problem today
Support lines depend on whoever is free.
Details are noted on paper or in chat, and a P1 outage reported at 8 pm may only surface the next morning. A customer's contract may cover only certain hours, but nobody has checked while the call is happening.
- Who it’s for
- IT service providers, systems integrators and internal IT teams in mid-sized and large organisations.
How it works today
- A customer phones the helpdesk, and whoever is free answers.
- The details are noted on paper or in chat.
- A P1 outage reported at 8 pm may only surface the next morning.
- Nobody checks the customer's contract hours while the call is happening.
How it works
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The caller reaches the agent.
The caller dials the helpdesk number. The agent detects Arabic or English and answers in that language.
Arabic · EnglishThe caller never has to choose.
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It gathers what an engineer needs.
It asks for company, name, system affected and urgency, and follows your help-desk script.
Company · System · UrgencyThe same questions, asked the same way, every time.
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It opens the ticket.
The agent creates a ticket in ServiceDeskPro with the recording and transcript attached, linked to the customer's contract.
Ticket + transcriptThe engineer starts with the conversation, not a vague message.
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Emergencies escalate straight away.
An emergency goes straight to the on-call engineer, and the agent tells the caller so.
On-call engineerAn outage is not left until morning.
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Simple requests are closed on the call.
When the answer is in your knowledge base, the agent resolves the request and closes it on the call.
Knowledge baseA password reset does not need an engineer.
The product
From the call to the ticket, in two products.
Products involved
One agent takes the call. One desk keeps the ticket.
Runs it
AI Voice Agent
It answers your business line around the clock. It books, resolves or takes a message, then hands your team the record.
Where a connection you need is not available out of the box, Custom Development & Integration builds it.
- Every call recorded and audit-logged
- Cloud or on-premise
- One-time cost, unlimited users
What changes
What changes on the next 8 pm call.
Engineers start with the transcript.
The engineer opens a ticket with the caller's own words, the system affected and the urgency already filled in.
Product fact
Frustration shows before it escalates.
A sentiment score on each call shows which customers are unhappy, so the team can reach them first.
Product fact
Questions
Answers, in plain words.
Yes. The ticket in ServiceDeskPro carries the recording and the transcript, linked to the customer's contract.
The agent escalates straight to your on-call engineer and tells the caller it has done so. You set the roster.
You choose. On Cloud, recordings and transcripts are in KSA on a Saudi cloud provider, or in your cloud account. On-premise, they are on your servers. Voice processing uses a third-party speech service by default, and can run in KSA or on your servers on request.
ServiceDeskPro is the desk it pairs with, and phone intake is part of its channel set. If you run a different helpdesk, a connection you need that is not available out of the box is covered by Custom Development & Integration.
One-time cost. No monthly subscription and unlimited users, so adding an engineer adds no fee. AI model usage runs on your own account.