An answering service for IT companies that sorts outages first
A client's whole office drops offline at 6:40am. GreetKeeper answers, marks it an outage, and rings your on-call tech before anyone opens the ticket queue.
Caller
“Hi, it's Priya at Lakeside Orthodontics. Nobody here can get online, the front desk screens are stuck and our first patients arrive at seven thirty.”
What happened next
- Marked outage: whole office offline, managed client, patients due 7:30am
- Transferred live to Marcus, the tech on call this week
- Posted the call to the support channel with the transcript link
Your techs are on site when the support line rings
Most MSPs and IT shops run lean. Your two or three techs split their day between site visits, remote sessions and projects, and whoever is nearest the phone picks it up mid-task.
Every interruption costs you twice. The tech loses the thread of a firewall change, and the caller gets someone half listening. Let it ring out and a managed client with a dead network leaves a voicemail you hear an hour later.
Your callers aren't all the same weight. An office that can't print is a ticket for today. A dental client whose server is down before opening is an emergency under the contract you signed with them. A prospect asking about managed services is revenue, and they won't call twice.
GreetKeeper answers every one of those calls, at 6am or at midnight. It asks enough to rank the call, then routes it the way your contracts say it should go.
How it ranks a support call before routing it
You write the triage questions and the rules behind them. These are the ones most IT companies start with.
Which company, and who is calling
It takes the company name, the caller's name and a callback number, then reads them back. Your tech sees a named client in the summary, never an unknown mobile.
How many people are affected
One laptop is a ticket. A whole office, a phone system or a line-of-business app going down trips your outage rule, and you decide what that rule does.
Outage goes to a person now
It transfers to your on-call tech. If they don't pick up, it tries a second number you nominate, then texts both of them the caller's details.
Everything else becomes a clean ticket
Routine requests get a short summary with the device, the error message as the caller read it out and the best time to reach them.
Prospects get a meeting
Someone asking about a managed services quote gets a discovery call booked straight into your Google or Outlook calendar.
How calls reach your PSA and your team chat
Webhooks are native, so every call can post to your own endpoint. Here's how each common IT tool picks it up.
| Tool | How it connects | What that means |
|---|---|---|
| Webhooks | Writes directly | One signed JSON POST per event, with the caller, the reason, the summary and a transcript link. Verify the HMAC-SHA256 header and route it anywhere. |
| Zendesk | Through Zapier | Webhooks by Zapier catches the call on a paid Zapier plan, and Zendesk's own Zapier app creates the ticket with the requester and transcript link. |
| Slack | Through Zapier | A Zap on a paid Zapier plan posts each call into the support channel you choose. |
| Microsoft Teams | Through Zapier | Same route as Slack, for shops that live in Teams. |
| ConnectWise PSA | Email or webhook | If your board turns inbound email into tickets, point the call summary at that mailbox. Your developer can also post the webhook to your own integration. |
| Autotask | Email or webhook | Same mailbox route as ConnectWise, with the company name and the urgency in the subject line. |
| HaloPSA | Email or webhook | The summary email lands in the queue your techs already work, ready to triage. |
| Google Calendar and Outlook | Writes directly | Direct write for sales discovery calls and on-site visit requests. |
What an MSP pays for its support line
Price it per answered call. A busy Monday of outages and resets costs cents a call, never a per-minute surprise.
| Plan | Monthly | Calls included | After that |
|---|---|---|---|
| StarterFor a single location taking calls one line at a time. | $49 | 200 | $0.45 per call |
| ProfessionalBooking, routing and transfers included, not an add-on. | $149 | 750 | $0.35 per call |
| ScaleFor busy phones and longer opening hours. | $349 | 2,000 | $0.25 per call |
Starter is $49 a month for 200 answered calls, then 45 cents a call. A shop with twenty or thirty managed clients usually fits there. Once you carry sixty clients or run a help desk line all day, Professional at $149 for 750 calls, then 35 cents, is the usual fit.
Smith.ai lists $3.00 a call on its free tier and $150 for its Pro plan as of September 2026. On GreetKeeper, spam calls and robocalls are screened out before the greeting and don't count toward your plan, so the vendor pitches that hit every IT company's line don't cost you a thing.
Set it up the way an IT help desk runs
Keep credentials off the phone. Write the script so it never asks for a password, a multi-factor code or remote access details. Your techs collect those inside your own tools, where you control who sees them.
Give your after-hours line its own greeting. Each number can have its own hours, greeting and calendar, so the support line after 6pm can speak to managed clients only and send everyone else to a morning callback.
Maine requires clear notice that a caller is talking to an AI. Turn the disclosure greeting on if you serve clients there, and tell your clients about the new line in your next newsletter.
What IT company owners ask first
Can it tell a managed client from a break-fix customer?
It asks the company name and records it, and your routing rules act on what the caller says. A caller who names a managed client and reports an outage goes to your on-call tech, and a break-fix caller gets a booked callback.
Does it create tickets in ConnectWise or Autotask?
Every call arrives as a summary email and a webhook. Point the email at the mailbox your PSA turns into tickets, or have your developer post the webhook to your own integration. Zendesk takes it through Zapier on a paid Zapier plan.
What if my on-call tech doesn't answer the transfer?
It tries a second number you nominate. If neither picks up, it takes a full message and texts both techs the caller's name, company and problem.
Will it try to fix the problem on the call?
It answers the questions you train it on, like your support hours, your portal address or how to reboot the router you install. Diagnosis stays with your techs, and it hands over when the caller needs one.
How do I move our support number over?
You forward your existing number to the dedicated local number on your plan. The ring count is set where the forwarding is set, and GreetKeeper answers the moment the call arrives.
Other offices that run on the phone
Hear it triage an outage call
Write your own triage rules and try every feature free for 14 days, no card.