Every time a tech grabs the phone, a ticket stalls. Scarlett takes the front line instead — new issues get logged with severity attached, true P1s page your on-call engineer per the SLA, cold-calling vendors get filtered out, and prospects get a discovery call on the books. She's answering now; call in with a fake outage and grade her triage.
On the demo line 24/7 · describe an outage, watch her work
You sold clients a response-time guarantee, then staffed a help desk that also eats lunch, sleeps, and sits in migrations. A "server's down" call that lands in voicemail at 6:05pm becomes an angry QBR line item. Meanwhile a chunk of what rings in is a copier vendor or a telemarketer — noise your dispatchers pay an attention tax on all day.
Scarlett logs the real issues with severity attached, wakes the right engineer for true emergencies, and screens out the rest.
What Scarlett Does
She identifies the client and site, asks how many users are affected and whether anything is fully down, and stamps the issue by your priority matrix — a company-wide outage and a jammed printer take different paths from the first minute.
Contact, company, symptoms, error messages, business impact — structured into a new ticket in your PSA, not a sticky note. Your dispatcher starts the day from a triaged queue instead of a full voicemail box.
When a genuine P1 hits at 2am, Scarlett follows the runbook: page the on-call engineer, wait, retry, fall to backup — whatever your SLA commits to. A non-urgent 2am caller gets logged for morning without waking anyone.
Vendor cold calls and robodials get politely deflected. But a business owner calling because their current IT provider dropped the ball? She qualifies seat count and pain, then books the discovery call before they dial the next MSP on the list.
Built for MSPs
For MSPs, MSSPs, and internal IT teams that promised coverage the roster can't staff.
FAQ
At the very front of the intake funnel. She answers the main line and the after-hours line, identifies which client and site is calling, gathers symptoms and impact, and opens a severity-stamped ticket — so dispatch works a triaged queue and engineers only get interrupted for what's genuinely urgent.
It's your priority matrix, applied consistently. She asks the questions your dispatchers ask — how many users, is anything down entirely, is there a workaround — and maps the answers to the levels you define. Unlike a stressed human at 5pm on a Friday, she never skips the questions.
Your escalation runbook happens. She confirms the impact justifies the page, then works the chain — primary on-call, wait, secondary, manager — until a human acknowledges. The 2am 'I forgot my password' caller, meanwhile, gets a morning-queue ticket and nobody's phone buzzes.
That's the build. ConnectWise PSA, Autotask, HaloPSA, Syncro — tickets arrive with the client matched, severity set, and the intake conversation summarized in the notes. No swivel-chair re-entry, no lost context between the call and the ticket.
Do it — call (720) 770-2664 claiming your whole office lost email an hour before payroll. Then call again as a copier salesman and enjoy the brush-off. Both calls tell you exactly what she'd do on your line.
It scales with the engineering: number of clients to recognize, PSA integration depth, escalation complexity, after-hours volume. You're buying a scoped build, not per-agent licensing — representative project ranges are in the pricing guide linked lower on the page.
Fake a P1 on the demo line — email down, phones out, boss furious. If her triage would satisfy your toughest client, she's ready for your main number.