The phone dialer connects you to a simulated employee by voice, in real time. The person on the other end is an AI end user with its own personality, communication style, stress level, and patience level — some requesters are calm and technical, some are frustrated and non-technical, and how they come across is generated from who they are and what the ticket describes, not a single generic voice reused for everyone. Critically, they also have their own memory of anything already said about the same incident, whether that was in an earlier call, a chat thread, or an email tied to the same ticket. Calling someone about a ticket they already messaged you about is not a fresh conversation from their perspective; they remember what they told you and will reference it naturally.
Placing a call
- Open the phone dialer from the communications dock or from a ticket's workspace.
- Select the requester tied to your active ticket and place the call.
- Speak normally. Your voice is transcribed live and the transcript is shown in the call console as the call happens.
- The AI end user responds by voice, in character for who they are and how the ticket describes them — frustrated, calm, technical, non-technical, and so on.
- End the call when you have what you need. The full transcript is saved against the ticket and becomes part of that ticket's communication history.
The call is not just a roleplay exercise layered on top of the ticket — it is graded. What you said, whether you verified identity where the ticket called for it, and whether you communicated clearly and kept the requester informed all feed into that ticket's communication score, the same rubric described in How Scoring Works. A call where you gathered no useful information, or skipped identity verification on a request that needed it, scores worse than a shorter call that handled both correctly, regardless of whether the ticket ultimately closed.
Not every call starts from a ticket you already have open. Simulated employees can also proactively reach out — calling, messaging, or emailing you about a problem before any ticket exists for it. Answering one of these creates the ticket from that first contact, which is closer to how a real help desk phone often works: the incident starts the moment someone calls, not the moment paperwork is filed for it.
Daily call limits
- Free accounts get 1 call per day.
- Tech Expert accounts get 7 calls per day.
- Technical Genius accounts have unlimited calls.
Calling requires microphone access, since the platform is genuinely listening to and transcribing your voice rather than simulating the interaction with typed text. If your browser blocks the microphone permission prompt or you're on a device without a working mic, the call cannot start — see Troubleshooting SysDesks for what to check. If you would rather not use voice at all, chat covers the same ticket-linked, remembered conversation without ever touching a microphone.
The call console shows the live transcript scrolling as the conversation happens, so you can glance back at exactly what was said a moment ago without relying on memory mid-call — useful on a longer call where the requester has described several symptoms and you want to confirm you've addressed all of them before hanging up. That transcript is the same record saved to the ticket afterward, so nothing about the call is lost once it ends.
Identity verification over a call works the same way it would over a real phone line: you cannot see the person, so a request that requires verifying who someone is has to be handled through whatever approved method the ticket or your organization's process describes, not by assuming a caller is who they claim based on tone or urgency alone. Calls that involve account changes are exactly where this matters most, and it's reflected directly in the security component of that ticket's score.