Managed AI staff for an MSP's own service desk
An MSP sells a response time for a monthly fee, and admin eats into both: tickets that sit unsorted while the SLA clock runs, licence renewals noticed too late to change, time that never reaches an invoice. AI staff can triage the tickets, track the renewals and chase the time entries in your PSA. Your engineers keep the fixing.
The admin your engineers do between tickets
Ticket triage and dispatch
Tickets arrive by email, portal and phone, and from the RMM's monitoring alerts, many with a subject line and little else. In ConnectWise, Autotask or HaloPSA a dispatcher sets the board or queue, type and priority, checks the agreement and picks an engineer. In a smaller MSP that is an analyst between calls, or you.
Licence and warranty renewals
An account manager tracks Microsoft 365 terms, domains, warranty dates and each client's Cyber Essentials certificate, renewed every 12 months, in IT Glue, the PSA or a spreadsheet. On an annual Microsoft term, seats come down only at renewal, scheduled before the term ends or in the seven days after. Miss both and you pay the full term.
Hardware and licence quotes
A client's new starter needs a laptop, a licence and a set-up date. An account manager or an engineer looks up distributor pricing, builds the quote in a tool such as ConnectWise CPQ and sends it. Then it waits. Nobody owns the follow-up, and the starter arrives before the kit is ordered.
Time entries and QBR packs
Billing for project and out-of-contract work depends on engineers logging time against the ticket, and on someone approving and posting it before the invoices go out. The service desk manager spends month end chasing missing entries. The account manager builds each client's quarterly business review (QBR) pack from PSA reports by hand.
Roles for MSPs and IT support
Helpdesk ticket triage
Reads each new ticket, from a user or a monitoring alert, sets type and priority from your matrix, adds agreement and asset details and routes it. Major incidents, security incidents and anything it cannot place go to your dispatcher.
First-line client support
Answers the routine questions from the ticket record: is it logged, who has it, when is the engineer due. Password resets, access changes and every fix stay with your engineers.
Quote and proposal preparation
Drafts the quote for a new starter or a hardware refresh from your price list and standard bundles. An account manager checks the pricing and the margin, and sends it.
Renewals and expiry tracking
Watches licence terms, domains, warranties and Cyber Essentials dates across every client and raises each one in good time. What to renew, change or cancel is agreed between your account manager and the client.
It drafts.
You approve.
We manage.
You don’t need a complex new platform. Your AI worker operates inside your existing tools under human supervision.
Human-in-the-loop
High-impact actions (sending emails, updating compliance records) wait for explicit human approval before execution.
A full audit trail
Every action is logged with who approved it, and we go through it with you each month.
Nothing to maintain
If a workflow breaks or a system changes, we fix it. Keeping it running is our job.
UK-hosted and kept separate
Your data is stored in the UK, and is never used to train AI models.
Questions owners ask
Will it work with ConnectWise, Autotask or HaloPSA?
Each publishes an API, and ConnectWise asks integrators to register with its developer network first. The agent works through that API. Before it does, we agree with you what your PSA licence and its maker allow, and what the agent's API user may do. If there is no way in, we say so before you commit.
What access does an agent need to our clients' systems?
None, for the roles on this page. It works on tickets in your PSA, raised by a user or a monitoring alert, and reads your documentation. It needs no login to your RMM or a client's tenant. In IT Glue, an API key (Enterprise plan) can be issued with password access off. Every change it makes is under its own API user, logged.
Can it look after Microsoft 365 licence renewals?
It tracks each subscription's term end and seat count from your records. Microsoft lets a partner reduce seats at renewal, by a change scheduled beforehand or in the seven days after, so the agent raises each renewal in time to schedule it. The client conversation, and the change in Partner Center or your distributor's portal, stay with your team.
What stays with our engineers and account managers?
Every fix, every change in a client's environment, every password reset and every phone call. So do the decisions on what counts as a major incident, what is billable and what to quote and renew. An AI worker reads, sorts, drafts and chases around those, and says in every message it is an AI.