Real tickets, not messages
Every call becomes a structured ticket with caller, site, severity, and a clean summary — not a voicemail somebody has to decode.
FinnleyAI for MSPs
The always-on help desk your clients think you already have.
Finnley answers the support line, verifies the caller, tells a password reset from a production outage, and pages on-call only when your escalation policy says so.
One call, start to finish
What a call like yours looks like.
Inbound call
2:14 AM · Saturday
- Caller
Marcus Webb · Harborview Logistics
Verified against your client records before any account detail was discussed
- Request
"Warehouse scanners can't reach the server — the whole night shift is down"
Classified as a production outage under your severity rules
- Actions
- Ticket opened with site, affected systems, and business impact
- Severity set to critical per your triage policy
- On-call engineer paged with the summary and transcript
- Outcome
On-call engineer connected 6 minutes after the call started
Full transcript and timeline attached to the ticket
What you get
Built around how MSPs actually work.
On-call paged only for emergencies
Routine requests become tickets in the queue. Production outages page the on-call engineer immediately, with context already gathered.
Names survive bad audio
Client, contact, and asset names are matched against your records even through accents, noise, or a weak connection.
Nothing for unverified callers
Finnley confirms who is calling before discussing accounts or opening work — impersonation attempts get a polite dead end.
- Captures every ticket with the detail your techs need
- Escalates true emergencies to the on-call engineer
- Recognizes client and asset names even on bad phone audio
Fits your stack
The work lands where your team already looks.
Your PSA and ticketing
Tickets are created and updated in the queue your team already works from, with the transcript attached.
Your on-call rotation
Escalations follow your paging rules and reach the engineer who is actually on call tonight.
Your team's queue
Every call lands as a summary where your team already looks, so the queue — not a voicemail box — stays the source of truth.
Built for client trust
Your clients' account details are only discussed with verified callers, every action is logged with a transcript, and anything outside your rules escalates to a human instead of being improvised.
Hear Finnley handle a real MSP call.
Book a 15-minute demo and we’ll run your scenarios — your rules, your edge cases — live.