Ready
Customer
Company Agent
Identifies the correct customer and links the ticket to the right company record and context.
Accurate customer foundation
Expanded Capacity
Increase your client base, not your team's hours
Growing shouldn’t shrink your margins. When ticket volume climbs, MSPs hire to keep up, and labor already makes up most of the cost of service.
Service Desk Agents break that cycle by taking on the repetitive L1 work, so your team can serve more clients without needing to hire at the same rate or burn your team out.
Part of ConnectWise Agentic
Built into the core of the ConnectWise Platform
ConnectWise Service Desk Agents run on the same data your business runs on. They work from your tickets, workflows, client history, and device data, so every recommendation reflects how your team operates and what each client expects.
AI that sits outside the platform sees a single ticket, while ConnectWise AI Agents see the whole story. This becomes your team's compounding advantage.
How it Works
From intake to action, intelligently
The system continuously learns from operational data, workflows, and outcomes to improve service delivery over time — helping teams shift from reactive resolution toward predictive operational optimization.
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Priority
Urgency & Priority Agent
Assesses urgency and determines the appropriate priority so work is handled consistently.
Urgency + priority established -
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Routing
Board Agent
Uses ticket context to route the request to the appropriate service board.
Correct service board selected -
Waiting
Requester
Contact Agent
Identifies the requester, associates the right contact, and adds relevant customer context.
Requester + contact context -
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Coverage
Agreement Agent
Finds and associates the appropriate service agreement for accurate handling.
Service agreement connected -
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Assignment
Dispatch Agent
Uses ticket and work context to assign the request to the appropriate technician faster.
Right work reaches the right resource -
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Clarity
Summary Line Agent
Turns unstructured request details into a clear, concise summary technicians can scan quickly.
Clear, actionable ticket summary
See it in action
Watch the agents work inside PSA
See how a ticket moves from intake to resolution with ConnectWise AI Agents — how context is gathered, how the next action is chosen, and what the technician sees when the work reaches them.
FAQs
Get to know Service Desk Agents
Find out how the agents support your team and how to get started.
What are ConnectWise Service Desk Agents?
Service Desk Agents are a platform-native AI capability embedded directly within the ConnectWise platform that helps MSPs and IT teams automate and execute service desk work. Unlike traditional AI assistants that only provide recommendations, they interpret requests, make operational decisions, execute actions, and continuously improve using real service data and workflows — reducing repetitive work, increasing technician capacity, and improving service consistency without proportional headcount growth.
How is this different from an AI copilot?
Most AI copilots assist technicians by generating suggestions, summarizing information, or recommending next steps. Service Desk Agents go further by taking action directly within service workflows — automating ticket triage, routing, documentation, and workflow orchestration inside the ConnectWise platform. It combines AI-driven intelligence with operational execution, enabling closed-loop service delivery rather than recommendation-only assistance.
Does it replace our existing automation?
No. Rules, scripts, and workflows require constant maintenance as customers, environments, and service patterns change. Service Desk Agents are designed to enhance and orchestrate your existing automation investments — working alongside current scripts, workflows, RPA processes, and ConnectWise automations to coordinate actions more intelligently, adding adaptive decision-making on top of what you've already built.
What systems does it work with?
Service Desk Agents operate natively within the ConnectWise platform and are designed to work across PSA workflows, service operations, automation systems, and ecosystem integrations. By leveraging operational data, workflows, and integrations already connected to the platform, they can coordinate and execute service tasks across the broader IT environment while maintaining a centralized operational experience.
How do we keep oversight and control?
Service Desk Agents are designed with oversight, visibility, and operational governance in mind. AI-driven actions can be monitored, tracked, and reviewed within service workflows. The Oversight Agent supports human control by letting teams monitor activity, validate outcomes, enforce operational standards, and maintain visibility into how automated decisions are executed across the environment.
Let's build your AI-powered future together
Talk with our experts about how ConnectWise can help you scale smarter with AI.