IT support phone line: how to take the call, log the ticket and reach the engineer
Sado AI team · · 4 min read
In short
The first call to an IT support line isn’t about fixing the problem; it’s about logging it correctly and passing it to the right person. Every ticket needs six things: the client company, who is calling, what isn’t working, since when, how many people are affected and how urgent it is. If the whole office is down, put the call straight through to the duty engineer. Give ready answers to simple questions and open a ticket for the rest. Never ask for a password by phone.
What the first line does
Whether a client’s printer breaks or their server goes down, they call the same number. The first line doesn’t fix everything itself. Its job is to answer at once, log the problem precisely, set the urgency and pass the ticket to the right engineer. Simple questions — opening hours, where the VPN guide is, how to reset a password through the portal — get the ready answer the company wrote.
Six ticket fields
| Field | Sample question |
|---|---|
| Client company | “Which company are you calling from?” |
| Who, and which number | “Your name, and which number should we call you back on?” |
| What isn’t working | “Which program or device? What does the screen say?” |
| Since when | “Since this morning or since yesterday?” |
| How many people | “Just you, or the whole department?” |
| Urgency | “Has work stopped, or can you carry on for now?” |
Questions five and six matter most: they set the urgency. “One person” and “the whole office” are two different tickets.
Urgency levels: who, and how fast
- Critical: the whole office or a key system is down — server, internet, tills, 1C. Put the call straight through to the duty engineer, at night too.
- High: one department is down or a deadline is close. A ticket is opened; an engineer calls back the same day.
- Normal: one person’s problem — printer, email, one computer. The ticket waits its turn.
- Request: an account for a new hire, installing software, a new computer. Planned work; the time is agreed.
If response times for each level are in the client’s contract, the operator quotes exactly those and promises nothing else.
Sample call: accounts has stopped
Sado: Assalomu alaykum, Bulut IT support, this is Shohruh.
Caller: 1C won’t open since this morning. The whole accounts team can’t work.
Sado: I see. Which company are you calling from?
Caller: Navro‘z Savdo. I’m Gulnora, the chief accountant.
Sado: Gulnora, is there any message on the screen?
Caller: It says “could not connect to the server”.
Sado: That’s urgent. I’m putting you through to the duty engineer now; your ticket is already open. One moment.
What never to ask by phone
- Never ask for or read out a password, PIN or SMS code. Password resets follow your own procedure only.
- Check who’s calling: if a new number says “I’m the director, open my mailbox”, call back on a known number at the client company.
- Remote access only after a ticket is open and the employee agrees.
- Never give a client’s details — IP addresses, server names, logins — to someone from another company.
An AI operator on the first line
Sado’s AI operator answers every call in a second, at night and at weekends too, more than ten calls at once. It asks these six questions in Uzbek or Russian and saves the answers in the portal as separate fields. By your rule it puts critical outages straight through to the duty engineer’s phone. It answers simple questions only from your own texts; if it doesn’t know, it says an engineer will call back and creates a task.
Tickets go to Bitrix24 through the ready connection, and to another ticket system by webhook or REST API. The operator doesn’t speak English: set a separate rule for foreign clients, such as a callback from a manager. Try it live or call 78 778 01 23.
Questions
Can the AI operator fix the problem itself?
It doesn’t connect to computers or change settings. It gives the ready answers you wrote, such as how to reset a password through the portal, and opens a ticket or connects an engineer for the rest.
What if our clients speak English?
Sado speaks Uzbek and Russian, not English. Set a rule for those calls, for example an immediate transfer to a staff member or a callback task.
Will tickets reach our system?
Bitrix24 has a ready connection: a call card with the recording and transcript. Other systems get them by webhook and REST API, or our team connects them.