For Managed Service Providers (MSPs), efficiency isn’t optional—it’s essential. Every wasted minute impacts technician capacity, margins, and customer experience. Intech Hawaii implemented just two AI Agents from zofiQ—now part of ConnectWise: the Board Triage Agent and the Company Assignment Agent. Almost immediately, the team experienced dramatic time savings, smoother workflows, and a more resilient service desk.

AI Agents Are Transforming MSP Operations

“The auto triage has been amazing—it’s a game changer. We’re saving hours every day. The company assignment agent alone saved us 30+ hours of Microsoft configuration work.” - Sam Gridley | CEO, Intech Hawaii

Manual Triage and Repetitive Microsoft Configuration Work

Before adopting AI automation, Intech Hawaii faced two major operational bottlenecks that drained technician productivity:

1. Manual Ticket Triage

• Technicians manually reviewed every incoming ticket
• Each ticket required 2–5 minutes of review, classification, and routing
• With 40–50 tickets per day, this amounted to hours of tedious manual work that slowed down response times and increased internal friction

2. Microsoft Alert Company Assignment Failures

• Microsoft alerts were not automatically assigning companies to tickets
• Fixing this required more than 30 hours of tenant-level configuration work
• Because Azure apps expire every 2 years, this work would need to be repeated, creating a recurring operational burden

These challenges stretched the team thin and created unnecessary slowdowns in their service desk process.

Deploying zofiQ’s AI Agents—Now Part of ConnectWise 

Intech Hawaii activated two of zofiQ’s purpose-built AI Agents for MSPs, which are now part of the ConnectWise product ecosystem:

AI Company Assignment Agent: Automatically applies the correct company to tickets generated by Microsoft alerts—completely eliminating the need for time-consuming tenant-level configuration and recurring Azure resets.

AI Board Triage Agent: Reads and understands tickets instantly, assigning each one to the correct service board, type, subtype, and item—without needing technician involvement. With zofiQ now operating under ConnectWise, these AI-driven capabilities integrate more naturally into MSP workflows, bringing modern automation to a traditionally manual process.

Hours Saved Daily + Major Long-Term Efficiencies

Instant 30+ Hour Savings: The Company Assignment Agent eliminated the 30+ hours previously required to fix Microsoft alert assignments—and removed the need to repeat the work every two years.

Daily Hours Reclaimed: Auto triage reduced ticket handling time from minutes to seconds. With 40–50 tickets daily, Intech Hawaii now saves multiple hours every single day, allowing technicians to focus on actual problem-solving rather than administrative reviewing.

Improved Client Experience: Faster, automated triage dramatically reduced time spent on client calls and improved SLA consistency. Customers noticed the difference immediately.

Why This Matters for MSPs

Intech Hawaii’s success demonstrates how AI Agents—especially now strengthened within the ConnectWise ecosystem—can revolutionize service operations for MSPs by delivering:

• Operational Efficiency: Automates repetitive tasks, reclaiming hours every day
• Cost Savings: Offloads work equivalent to half an FTE without additional headcount
• Scalability: Supports higher ticket volume without technician overload
• Stronger Client Satisfaction: Faster triage leads to quicker resolutions and better client experiences

AI is no longer a “nice to have” for MSPs—it’s becoming a critical component of operational excellence.

By activating just two AI Agents, Intech Hawaii saved more than 30 hours upfront and continues to save hours every day through automated triage. As they expand to additional agents within the ConnectWise ecosystem, their ROI will only increase.

Key Takeaways

• AI Automation Eliminates Manual Work: Intech Hawaii replaced time-consuming manual ticket triage and Microsoft alert assignments with automated AI workflows, removing hours of daily administrative effort.
• Instant 30+ Hour Configuration Savings: The AI Company Assignment Agent removed the need for 30+ hours of Microsoft tenant level configuration—work that previously had to be repeated every 24 months.
• Faster Ticket Handling Improves SLAs: Automated triage reduced processing time from minutes to seconds, enabling quicker responses and more consistent SLA performance.
• Technicians Regain Time for Higher Value Tasks: By offloading repetitive work, technicians can now focus on true problem-solving instead of administrative triage, reducing the need for additional staffing.
• Scalable, Resilient Service Desk Operations: With ConnectWise backed AI agents, Intech Hawaii improved efficiency, handled more ticket volume without overload, and strengthened overall service desk reliability.
• Better Client Experience Through Speed & Accuracy: More accurate ticket routing and faster turnaround times led to noticeable improvements in customer satisfaction.