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OrbIT

OrbIT for MSPs

Every support call becomes a documented ticket.

Connect your phone system to your PSA so calls create or update tickets, carry a summary and surface the follow-ups technicians need.

Click to Book a Demo

Workflow

  1. 1Phone call
  2. 2OrbIT
  3. 3PSA
  4. 4Ticket
  5. 5AI summary
  6. 6Follow-up

Phone support is the least documented work your technicians do.

A user calls with an urgent issue. The technician fixes it on the phone and moves on to the next one. The ticket — if it gets created — has a one-line description and no time recorded.

That gap shows up later as unbilled work, missing history for the next technician, and service reports that understate what your team actually delivers.

How it works, step by step.

  1. 01

    A client calls the help desk

    Call metadata is received from the phone system.

  2. 02

    OrbIT identifies the company and contact

    Matched against records in your PSA.

  3. 03

    An open ticket is matched — or a new one is created

    Avoiding duplicates for the same issue.

  4. 04

    Call activity and duration are logged

    Against the ticket and technician.

  5. 05

    A summary is drafted

    Where authorized transcripts are available.

  6. 06

    Follow-ups are identified

    Promised callbacks and next actions are surfaced for the technician.

See the workflow run.

Synthetic data, real sequence. It plays on its own; pause it or step through at your pace.

Phone system

Received

Support call ended

Caller
(555) 017-2210
Queue
Help desk
Duration
7m 05s

Automation results

  • Call record received
  • Company and contact identified (pending)
  • Existing ticket matched, no duplicate (pending)
  • Call activity logged to ticket (pending)
  • Internal note added (pending)
  • Callback commitment captured (pending)

Step 1 of 6

Synthetic data. In a demo we run the same flow against the systems you use.

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Business benefits

Automated ticket creation
Calls produce tickets without technicians stopping to type.
Existing ticket matching
Repeat calls attach to the open issue instead of fragmenting it.
Work documentation
Summaries and call activity give the next technician real context.
Follow-up identification
Commitments made on the phone are not lost.
Technician productivity insights
See call load and handling patterns across the team.
Customer satisfaction workflows
Trigger surveys after resolution to measure how clients experienced support.

Questions

Which PSA platforms does OrbIT work with?

PSA integrations depend on each platform's API and your licensing. See the integrations catalog for current status, or book a demo to review your stack.

Will OrbIT create duplicate tickets?

OrbIT checks for open tickets for the same contact and company before creating a new one, and the matching rules can be tuned to your service desk process.

Products used

Other industries

See OrbIT for MSPs with your own systems.

We walk through a live workflow and review which of your phone, CRM and business platforms OrbIT can connect.

Click to Book a Demo

Planning a project instead?

For AI strategy, CRM development, custom integrations or governance work, start with a consultation.