Peak Global Solutions, a rapidly growing MSP (Managed Service Provider), wanted to streamline and accelerate its ticketing process. The team was facing recurring triage bottlenecks, inconsistent prioritization, and a growing reliance on dispatchers. To solve these challenges, Peak implemented zofiQ—now a ConnectWise company—an AI-powered platform built specifically for MSPs to help technicians work independently, standardize workflows, and eliminate repetitive manual tasks. With the platform now backed by ConnectWise, Peak gained an AI solution that aligned seamlessly with its PSA-driven service operations.

Manual Triage Slowing Down Progress

Before zofiQ, ticket routing and prioritization were completely manual. Dispatchers carried the load of assigning tickets, and delays or misrouted issues were common. Junior technicians needed frequent help from senior engineers, pulling leadership away from strategic projects.

Onboarding new hires was also difficult since client knowledge lived in scattered notes and individual experience rather than a centralized system. The result was slower resolution times and inconsistent customer experiences that made it hard to scale effectively.

Deploying zofiQ’s AI Agents for Smarter Service Delivery 

To eliminate manual triage, Peak Global Solutions deployed zofiQ’s AI Triage Agents, which analyze each ticket, identify context, and automatically apply accurate classifications and priorities.
The Board Agent provides a live snapshot of ticket flow and workload distribution across the team. The Urgency Priority Agent ensures that high-impact issues surface first, while the Insights Agent delivers instant visibility into client-specific context, so technicians can act confidently without waiting for direction.

To eliminate manual triage, Peak Global Solutions deployed zofiQ’s AI agents to analyze incoming tickets and automatically determine priority, context, and routing. The platform provided technicians with immediate insight into the issue, the client environment, and the next recommended troubleshooting steps. Leadership also gained a live view of ticket flow across the service desk, making it easier to balance workloads and identify emerging issues.

Because zofiQ now operates under ConnectWise, these AI-driven workflows integrate even more naturally into the MSP service model, supporting the tools and processes teams already rely on.
Together, these features transformed how the service desk operates. Technicians now receive structured guidance directly inside their workflow, enabling faster and more consistent resolutions across all clients.

Results: Real Numbers, Real Impact

Peak Global Solutions saw a 20% drop in escalations as frontline technicians were empowered to resolve more issues independently. With clearer ticket context and automated triage, technicians no longer needed to rely heavily on senior engineers for guidance, resulting in faster decisions and more consistent outcomes. The team also experienced a 25% increase in first-touch resolutions. By improving ticket classification and prioritization from the start, technicians were able to address issues more accurately on their first attempt. This not only improved the customer experience but also reduced unnecessary back-and-forth on tickets.

Onboarding became 30% faster as zofiQ standardized workflows and centralized customer information. New technicians could quickly access the knowledge and structure they needed without hunting for details across scattered notes or relying solely on team memory. The result was a more confident, capable staff in significantly less time.

By automating manual triage and dispatch, the team saved an additional 6-8 hours per week. This reclaimed time allowed the service desk to focus on resolution, strategic improvements, and proactive client work rather than administrative overhead.

When zofiQ Went Offline, the Difference Was Immediate

Beyond the metrics, zofiQ reshaped the team’s daily rhythm. Technicians now approach tickets with greater confidence and independence, enabling smoother operations throughout the day. Senior engineers are no longer interrupted constantly and can focus on higher-value, strategic initiatives. Even daily standups have improved, becoming faster and more focused, supported by real-time visibility into priorities and workloads across the entire team.

During a brief AWS outage, the team experienced firsthand how integral zofiQ had become. Within an hour of the platform being unavailable, the triage queue backed up, and technicians reverted to manual dispatching.

The experience reinforced zofiQ’s importance as a core part of daily operations. Today, zofiQ—now part of the ConnectWise platform  —is as essential to Peak Global Solutions’ workflow as their PSA itself.

Why This Matters for MSPs Everywhere

For Managed Service Providers, every minute counts, and zofiQ delivers the intelligence and automation needed to scale service operations without sacrificing quality or control. At Peak Global Solutions, the platform not only streamlined triage and prioritization but also strengthened technician confidence, reduced training overhead, and improved leadership visibility across the service desk. By bringing structure, clarity, and consistency to daily workflows, zofiQ empowers MSPs to operate more efficiently and deliver a higher level of service to every customer.

From Bottlenecks to Breakthroughs

Peak Global Solutions’ success story shows what happens when AI becomes an active partner in service delivery. By automating triage, improving technician confidence, and streamlining daily workflows, zofiQ has turned a once-manual process into a scalable, intelligent system that drives measurable business outcomes. With fewer escalations, faster resolutions, and better visibility across the board, the team is now operating at a level of efficiency, and consistency , that sets a new standard for MSP performance—strengthened even further by zofiQ’s new home within ConnectWise.

Key Takeaways

• Operational Challenges: Peak Global Solutions struggled with manual triage, inconsistent prioritization, and heavy reliance on dispatchers, slowing resolution times and limiting scalability.
• AI  Driven Solution Implemented: Implementing zofiQ—now part of ConnectWise—automated triage, classification, and prioritization while delivering real-time  workload visibility and client context to technicians.
• Quantifiable Performance Gains: Results included 20% fewer escalations, 25% more first touch resolutions, 30% faster onboarding, and 6–8 hours saved weekly through automation.
• Platform Reliability Reinforced: zofiQ improved technician confidence, reduced training overhead, and enhanced leadership visibility, ultimately becoming essential to Peak’s daily service operations. During an AWS outage, the immediate operational slowdown highlighted how integral zofiQ had become to the team's workflow and overall efficiency.