Agentic operations for IT services & MSPs

First-pass triage on every new ticket.

Reads every new ticket, classifies by type, priority, and client tier, drafts the initial response from your knowledge base, and routes to the right tech queue. L1 spends time on real work, not categorization.

Surfaces patterns across tickets that humans miss.

Watches tickets across a client's environment, identifies recurring issues (same user, same machine, same root cause), and surfaces patterns to the account manager for proactive remediation.

Owns the change request workflow from ticket to closure.

Reads change requests, drafts the change ticket with risk assessment, schedules the change window, notifies affected users, and verifies post-change with the requester.

Monthly client reports drafted from PSA and RMM data.

At month-end, generates per-client reports: tickets resolved, SLA performance, security events, patches deployed, recommended improvements. Account manager edits the insight, not the data.

Watches every client's renewals across vendors.

Tracks software license, hardware support, and vendor contract renewals per client. Alerts 90/60/30 days out, drafts quote requests to vendors, and notifies the account manager.

Turns repeated tickets into searchable KB articles.

Identifies repeated ticket patterns and drafts KB articles from the tickets' resolution notes. L1 has a knowledge base that grows with the work, not in spite of it.

New client → fully documented → first month plan.

When a new client signs, drafts the documentation skeleton, generates the initial discovery checklist, schedules onboarding meetings, and outputs a first-30-day project plan.