"Everything is down"
Asks the scope questions you specify, logs a priority ticket with the client and callback number, and rings the on-call engineer per your ring order.
Ring ordersThe week
The calls that go unanswered today
Each one is a client, a claim or a job that went to whoever picked up.
- SAT 07:12A client whose office can't log in
Voicemail on a Saturday is how MSPs lose contracts.
- TUE 10:30A user with a printer problem while the desk is on an outage
Small tickets pile up behind big ones and nobody logs them.
- THU 14:00A prospect referred by a client
New MRR decided by who picked up.
- MON 17:45A client calling the owner's cell for the tenth time
Because the owner's cell is the support line.
Setups by size
How IT service providers run Ody, at every size
Pick the shape of your business. Every feature below links to its own page; every setup is one you can build in an afternoon.
A support number that isn't your cell
Clients call the business. Issues get logged even when you can't answer.
One support number rings the app on your phone; when you're mid-migration, the receptionist captures the issue, the urgency and the callback number, and texts you. Clients text the same number with screenshots. Your cell stays private.
- Phone numbersA second number for support
One local number is included with your seat. Put it in every client's contact list; your cell stays yours.
- AI receptionistThe receptionist captures the ticket when you can't
Inside your hours the line rings your phone and the receptionist picks up if you don't. Outside them it answers first ring, captures the issue and urgency per your triage rules and texts you the summary.
- Business textingScreenshots and status updates by text
Clients text a photo of the error; you text back "fixed, try again" from the business number. MMS included; one-time 10DLC registration at onboarding.
- Call forwardingForward to a backup consultant on vacation
Send the support line to a trusted peer for the week. Forwarded calls stay in your log with where they went.
AI receptionist
The calls a help desk gets, triaged the way you instruct.
You describe your clients, your severity definitions, on-call rules and what to collect for a ticket. The receptionist triages from that, logs the issue and rings the right person.
Routine issues
Captures the user, the device, the symptom and the urgency, and creates the ticket in Zendesk or Freshdesk with the summary.
Shared inbox"Is my ticket done?"
Takes the ticket reference and tells the caller your update policy; posts a note so the technician follows up.
How the receptionist worksProspects and referrals
Collects the company, size and current setup, and books a discovery call onto a real slot.
How the receptionist worksISPs, carriers and vendors calling back
Captures the reference number and the update and posts it to the client's thread.
Business textingNights, weekends, patch windows
Answers first ring, triages by your severity rules, rings on-call for P1s, logs everything else for the morning.
How the receptionist worksThe record
Every support call summarized onto the ticket.
On Growth and above, each recorded call is transcribed with speaker labels and summarized into the client, the issue, what was tried and the next step. Native help-desk integrations put it on the ticket. Voicemail transcripts are on every plan.
- Recording, transcript and AI summary on every answered call on an enabled line
- Calls and texts logged natively to Zendesk, Freshdesk, Front and more
- Webhooks push events to your PSA and monitoring stack
- Voicemail transcripts on every plan
Call summaryGenerated by Ody
- Caller
- Kessler Dental · Nora · +1 (512) 555-0511
- Issue
- Login failure on every workstation, internet up, office opens at 8:00 AM Saturday.
- Told
- Treated as P1. On-call engineer rung. Callback within minutes.
- Next action
- P1 ticket logged. On-call engineer to call Nora back.
Your stack
Works with your help desk and PSA
Help-desk tools connect natively. PSA and RMM platforms have no native connection yet, so Ody reaches them through Make, webhooks or the REST API.
- ZendeskNativeIntegration
calls, texts and summaries on the ticket
- FreshdeskNativeIntegration
calls, texts and summaries on the ticket
- FrontNativeIntegration
conversations synced to Front
- ConnectWise, Autotask, HaloPSA, NinjaOneMake, webhooks or APIAPI docs
Push call events and summaries via Make or the REST API webhooks
- SlackNativeIntegration
P1 calls and after-hours tickets posted to the on-call channel
- MakeNativeIntegration
connect the rest of your stack
Browse all 43 integrations, or connect anything else through Make and the REST API.
Rollout
Live in an afternoon, not a quarter
No hardware, no consultant, no call-flow diagram. Four steps and the line is answered.
- 01
Port or add the support number
Bring the number in every client's contact list over. Porting is free and the old line keeps working until cutover.
- 02
Write the triage rules
Clients, severity definitions, what to collect for a ticket, on-call rotation. Plain sentences.
- 03
Set the menu and ring orders
Outage rings all, support rings in order, after hours rings on-call then backup, receptionist logs what's left.
- 04
Connect the help desk
Zendesk or Freshdesk in a few clicks; webhooks to your PSA. Read a week of transcripts and tighten the triage.
Resources
Guides for IT service providers
The concepts behind this setup, explained without the jargon.
What businesses need to know about IVRLearn how auto-attendants, DTMF digits, and multi-level menus route inbound callers before a person answers.Read guide What businesses need to know about hunt groupsLearn sequential, simultaneous, longest-idle, and circular ringing, and when a queue is the better model.Read guide What businesses need to know about call forwardingLearn the difference between unconditional, busy, and no-reply forwarding, and how SIP 302 and simultaneous ring actually behave.Read guide
FAQ
IT services & MSPs: common questions
More industries
Also in professional services, and nearby
Firms where the first call decides who gets hired.
Professional servicesInsurance agenciesClaims, quotes and renewals answered at 9pm on a Sunday.Professional servicesLaw firmsIntake calls answered while you're in court, every call on the record.Professional servicesAccounting & tax firmsTax-season calls answered, document requests texted, every client in one inbox.Professional servicesAgencies & consultantsA client-facing number per account, calls logged to the CRM, AI in your chat tools.Professional servicesFinancial advisorsClient calls recorded and summarized, prospects booked, nothing on a personal cell.Professional servicesStaffing & recruitingCandidate calls answered, shift confirmations texted, recruiters measured.
Comparing options? Ody vs RingCentral · Ody vs Dialpad · Ody vs Aircall
All industries Home services, Cleaning services, Landscaping & lawn care, Pest control, Moving companies, Contractors & remodelers, Medical practices, Dental practices, Veterinary clinics, Therapy & counseling, Physical therapy & chiropractic, Home care agencies, Insurance agencies, Law firms, Accounting & tax firms, Agencies & consultants, Financial advisors, Staffing & recruiting, IT services & MSPs, Real estate, Property management, Restaurants, Salons & spas, Fitness studios & gyms, Auto repair shops, Hotels & vacation rentals, Retail shops, Trucking & logistics, Towing & roadside, Ecommerce brands, Startups & SaaS, Schools & childcare, Nonprofits