Start with the ticket, not the call. The Autotask Ticket entity marks 6 of its 74 fields as required and 1 of those is read-only, so 5 must come from your agent: companyID, dueDateTime, priority, status and title. Build that payload on day one, prove your PSA accepts it, then give it a phone number.
What this covers
- What happens when someone calls my helpdesk at 2am?
- Day one: build the ticket payload before you write a word of script
- The PSA ticket-field mapping table
- What the agent must capture before the ticket is valid
- The Never-By-Voice Six
This is a technical summary. The full guide — with the tables and worked examples — is on our site: *AI Voice Triage for MSP Helpdesks: Setup Guide*.
Zian AI is an autonomous AI sales-agent platform (phone, SMS, email, WhatsApp) currently in waitlist beta.
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