With Retell, we’ve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
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AI IT Help Desk That Answers Your Employees' Support Calls
5.0
ON G2
An IT help desk line that answers every employee, not a voicemail box. The agent verifies who is calling, triages password, access, and device problems, walks the employee through the fixes you approve, files a ticket in your service desk tool, and escalates to Level 2 with a briefing when a person has to act. Start with password and access calls and widen from there.
Trusted by over 4,000 businesses powering 100+ million calls per month.
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How It Works
Set up an AI IT help desk in four stages, from your runbooks to employee calls answered on your existing help desk number.
Write your triage runbooks
Turn your top call types, such as password resets, locked accounts, access requests, and device problems, into instructions and a knowledge base, write the identity checks for each action, and connect your directory and service desk tool.
Test on real help desk calls
Run simulated calls with an employee who fails verification, a locked account, a caller who won't stop reading out their password, and a problem nobody wrote a runbook for, and grade every run before an employee calls.
Connect your help desk number
Keep your help desk number by importing it over a SIP trunk or forwarding it from your phone system, and choose whether the agent answers every call, overflow, or after hours only.
Go live and track escalations
Every call returns a transcript and the fields you define, such as issue type, verified, resolved, ticket created, and escalated, so you can see which problems the agent closes and which still reach your team.
Use Cases
Employee IT calls verified, triaged, and resolved or escalated
Password and access problems triaged first
Need password and access calls handled without a technician on each one. The agent asks what the employee sees, whether they already tried your self-service portal, and what error came up, then talks them through the steps you write. If your identity system has an API and your security team grants the permission, a custom function can reset a password or unlock an account; otherwise the call goes straight to a person with the triage done.
Employees verified before any account change
Need to know who is on the line before anything changes. You define the checks, such as employee ID, callback number on file, department, or answers from your directory, and a custom function validates them during the call. Callers can enter numbers on the keypad instead of saying them aloud, and a failed check follows your rule, such as a transfer. See the caller identity verification guide.
Passwords kept out of the conversation and the transcript
Need credentials that never get read aloud or stored. After verification, the agent can text a secure reset link to the number on file, so the new password is set on the employee's own screen. With PII scrubbing, the password and PIN categories are removed from stored transcripts, recordings, and tool call data after the call, and keypad digits are masked.
Tickets filed in your service desk tool
Need every call on the record without a technician typing it up. With the native Zendesk integration the agent finds the caller by phone number, reads their open tickets, opens a new one with a summary, and adds the outcome as a note. Other service desk tools have no prebuilt connector, so a custom function creates the ticket through their API during the call, or a webhook sends it after the call.
Level 2 escalation with the triage already done
Need technicians to start where the agent stopped. When a problem needs a person, a warm transfer briefs your Level 2 team privately on who is calling, whether they passed verification, and what was tried, then connects the employee. Transfers can dial a queue number or an extension, and when nobody is free, the agent files a ticket and promises a callback.
One platform for every client a managed service provider supports
Need different rules for every client you run a help desk for. Each client gets its own agent, with its own verification checks, knowledge base, and ticketing endpoint, and each client's number routes to its agent. The inbound webhook can also pick the agent or pass client details per call. Providers who resell under their own brand can start with white-label AI voice agents.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why IT teams choose Retell AI for their help desk line
Directory, identity, and service desk connected
A help desk call needs to know who the employee is. Custom functions check your directory and reach your identity system's API, and the native Zendesk integration files and updates tickets during the call.
Runbooks your service desk maintains
Systems and fixes change every quarter. Your IT team edits the runbooks and knowledge base without a vendor ticket, and publishes a new agent version once it passes your simulated calls.
Warm transfer to Level 2
When a call needs a technician, a warm transfer briefs them privately on the employee, the verification result, and the steps already tried, then connects the call.
Your help desk number, answered in parallel
An outage or a password expiry date sends calls all at once. Calls are answered in parallel, with 20 concurrent calls included on pay-as-you-go and more on demand, and employees describe the problem in plain language instead of navigating a menu.
Resolved, ticketed, or escalated by issue type
You need to see what the agent closes. Post-call extraction records the fields you define on every call, such as issue type, verified, resolved, and escalated. The analytics dashboard charts them by agent version, and alerts notify you by email or webhook when escalations rise.
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Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07–$0.31 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Can the agent reset a password or unlock an account by itself?
Only through your own systems and only with the permissions you grant. Retell has no prebuilt connector for identity providers such as Microsoft Entra ID, so a custom function calls your identity system or your own API to make the change. Many teams start with triage, verification, and a warm transfer, then add direct actions once their security team signs off on the checks.
How does the agent verify an employee?
You write the checks, such as employee ID, callback number on file, or answers from your directory, and a custom function validates them during the call. Employees can enter numbers on the keypad. A phone call can't prove who is holding the phone, so decide with your security team which checks are enough for which actions. The caller identity verification guide covers the options.
Does Retell integrate with our ticketing system?
Zendesk is a native integration: the agent can identify the caller, read and update tickets, create new ones, and add public comments or private notes. Salesforce is native too, including cases. Other service desk and ticketing tools have no prebuilt connector. They connect through custom functions that call their API during the call, or through webhooks that send the outcome after the call.
How is an IT help desk agent different from AI tech support?
An IT help desk agent supports your own employees: it verifies them against your directory, handles their passwords and access, and files tickets for your IT team. AI tech support answers your customers about your product. The building blocks are the same, and many teams run both. See AI tech support for the customer side.
How much does an AI IT help desk cost on Retell?
Retell voice agents are priced per minute of conversation, from $0.07 per minute, depending on the language model, voice, and telephony you choose. Pay-as-you-go needs no contract, and Enterprise plans have custom pricing for high volume or custom deployment needs. See pricing for your mix.
Can a managed service provider run it for several clients?
Yes. Build one agent per client, each with its own verification checks, knowledge base, and ticketing endpoint, and give each client its own number. The inbound webhook can pick the agent or pass client details for each call, and you test every client's flow on simulated calls before it goes live.
