When I owned my MSP, there was one sound that always made me tense: my cell phone buzzing with a client’s number. Not the helpdesk line. Not an email. Not even a ticket notification. Just my phone, lighting up like a trap.
And here’s the thing: it was never a call about something small. It wasn’t “Can you reset my password?” It was always a big deal: “Dustin, the CEO’s laptop won’t boot, and he has a board meeting in five minutes. Can you come fix it right now?”
At first, I said yes. I was the owner. I wanted happy clients. But eventually, I realized what I was really doing:
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I was training them to skip the process.
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I was undermining my technicians.
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And I was turning myself into the most expensive Level 1 helpdesk agent in town.
So I started developing tactics to handle these calls. Not by ignoring clients or making them feel brushed off, but by redirecting them in ways that sounded helpful (because they were helpful).
Here are 10 ways to handle customers who bypass your service desk and call a tech (or you) directly.
1. Delay, Then Ticket
Sometimes the simplest move is to let the call roll to voicemail. Don’t rush to respond. Wait until later (maybe even the next day?) and then call back.
Here’s the line: “I went ahead and created a ticket for you because it’s faster that way. You’ll get updates, and it won’t sit waiting on me.”
This shifts the narrative. You didn’t ignore them: you improved their chances of getting help. You also introduced a small delay that teaches them tickets get handled faster than direct calls. Over time, they’ll start to realize, “Huh, it’s quicker if I just log the ticket myself.”
2. Redirect in Real Time
Sometimes you do pick up. The key is not letting the call spiral into 20 minutes of remote troubleshooting.
Instead, cut it short: “Thanks for calling me. I’ll log this into the system so the team can start working on it right away.”
Then you follow through and actually log it. By jumping in with the system right away, you’re demonstrating that tickets equal action. And you’re protecting yourself (and your techs) from becoming an unpaid on-call service desk.
3. Play the Coverage Card
This one works especially well if you’re the “favorite tech” or the owner who clients always want. Say something like:
“If you call me directly, I might be tied up or in the field. But if we log it, anyone on the team can jump on it. That way you don’t have to wait on my schedule.”
This reframes the service desk as faster and more reliable than a direct call. You’re not saying no, you’re offering better coverage. And clients love the idea that multiple people are watching out for them.
4. Blame the Process (Nicely)
Here’s a polite one that makes the system sound like a safety net:
“We track everything through tickets so nothing slips through the cracks. I’ll log one for you right now.”
Nobody wants to feel like their request might get lost in someone’s voicemail. By blaming the process, you make it sound like you’re protecting them from potential problems.
It also takes the pressure off you personally. You’re not saying, “I don’t want your call.” You’re saying, “This process makes sure your issue is handled properly.”
5. The Personal Backup Trick
Here’s a variation that makes you look responsible:
“I’ll put this in the system for you. That way, if I get pulled into another project, another tech can pick it up and keep things moving.”
This frames tickets as “insurance” against delays. You’re not refusing to help, you’re ensuring backup. Clients appreciate when you’re thinking about what happens if you’re unavailable.
6. Email Confirmation Escape Hatch
If they insist on giving you the problem verbally, flip it around:
“Can you shoot me a quick email with the details? I’ll turn that into a ticket so we don’t miss anything.”
This does two things:
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It stops them from monopolizing your time on the phone.
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It forces them to use a written channel that’s easier to turn into a ticket.
The trick here is you’re not saying “no”... you’re just saying “write it down so we don’t lose details.” It sounds helpful and professional, but it pulls them back toward the process.
7. The Escalation Buffer
Sometimes clients don’t want a ticket because they think a direct call is faster. You can counter that with:
“If we log this, it’ll escalate automatically if needed. That way you’re not waiting on me and it’ll get routed to the right person immediately.”
Suddenly, the ticket isn’t a delay. It’s a fast lane. You’ve flipped their logic back onto itself.
8. Blame Policy (Without Sounding Like a Robot)
Sometimes you need to lean on the rules:
“Company policy is to put everything in tickets so we can meet response times. I’ll open one for you.”
This works because it takes the decision out of your hands. You’re not being difficult... it’s just the way things are. And if they push back? You can always say, “That’s how we track SLA compliance.” Clients may grumble, but they can’t argue with compliance.
9. Hand Off to the Service Desk
Another option is to redirect them right away:
“I want to make sure this gets handled quickly. Can you call the helpdesk line? They’ll log it instantly, and I’ll keep an eye on it.”
This shows you’re still engaged, you’re not brushing them off. But you’re also reinforcing the right process. Over time, they’ll learn that skipping the line doesn’t get them faster results.
10. Silent Assist
Finally, there’s the quiet approach. Don’t return the direct call. Instead, log the ticket yourself and have the dispatcher or helpdesk respond.
The client gets their issue addressed, but not by you. Over time, the pattern becomes clear: direct calls don’t get direct responses. Tickets get action.
It’s the most passive approach, but sometimes it’s the most effective teacher.