AI tier-1 support for IT firms & managed service providers.
Resolve 60% of tier-1 tickets without an engineer. Drop first response from 47 minutes to under 2. Give engineers escalations that arrive already briefed instead of blank. We build custom AI helpdesk agents wired into ConnectWise, Autotask, HaloPSA, and the PSA and RMM tools you already run.
Free 30-minute call. Written report in 48 hours. No pitch.
Some of the businesses we work with
The problem you're trying to solve
If you run an MSP or an internal IT team, the cost isn't the ticket. It's the interruption. A password reset takes eleven minutes; the server migration it interrupts slips a day. When we classified 90 days of ticket history for a 12-engineer MSP serving 53 business clients, password resets and account lockouts alone accounted for 28% of volume, software access another 18%, VPN 12%, and printers 9%. Seventy-five percent of tickets were pattern-based and resolvable straight from documentation.
Their SLA promised a 1-hour response and 4-hour resolution on standard tickets. They hit it — by having engineers babysit the queue instead of shipping project work. IDC's 2023 Future of Work study found IT support professionals spend an estimated 35% of their time on tasks that could be automated with no loss of resolution quality. Priced against Statistics Canada's 2024 median IT engineer range of $65,000-$85,000 in Ontario, that's $240,000-$408,000 a year of a 12-engineer team's salary going to work a system can do.
Hiring a cheaper tier-1 body doesn't fix it. MSP billing is priced per device or per user against engineering rates, so a tier-1 hire either compresses margin or forces a two-tier contract restructure your clients never signed. And tier-1 patterns repeat identically — they need a retrieval system, not a person interpreting the same password-reset runbook 80 times a week. Gartner's 2024 IT Support Automation research puts deflection at 50-70% within 90 days for teams that automate tier-1 resolution. For the routing layer underneath all of this, see our support ticket routing use case.
What We Build
What we build for IT support firms and MSPs
Every system is custom-built around your runbooks, client environments, and SLA tiers. These are the building blocks we usually deploy for managed service providers, IT consultancies, and internal IT departments.
Password resets and account lockouts
The single biggest category — 28% of tickets at the MSP we classified. The AI triggers a reset link through an MFA-verified channel, asks the user to confirm the fix worked, and closes the ticket. Password automation alone deflected 26% of total volume in its first live week.
Software access and licence requests
Second-highest category at 18% of volume. The AI checks your licensing dashboard, provisions the seat if one is free, and notifies the employee. If no licence is available, the request routes to the account owner with the client's current seat count attached.
VPN, printer and standard error fixes
Another 21% of tickets between them. The AI sends troubleshooting steps written for that client's specific VPN configuration and setup guides for the printer model detected on their network — not a generic article link the user has to translate.
Escalation with the briefing attached
Engineers stop opening blank tickets. Every escalation carries the description, what the AI already tried, the client's system profile, similar past tickets, priority by SLA tier, and suggested next steps. Average handle time on escalated tickets dropped 40%.
Proactive client status updates
Acknowledgment, resolution attempt, escalation notice with the assigned engineer and an ETA, then a resolution summary. Clients stop calling the portal question — "is anyone actually working on my ticket?" — because they already know. Those calls disappeared within the first month.
After-hours and SLA-aware triage
Tier-1 patterns resolve at 2am exactly as they do at 2pm. Everything outside the automated categories gets classified by issue type, SLA tier, and business impact, then queued for your on-call rotation with the priority already set.
How it works
What working with Builts AI looks like
Classify 90 days of ticket history
A senior automation engineer exports 90 days of tickets from your PSA, tags every one by resolution pattern, and shows you what share of your volume is genuinely tier-1. Most IT teams have never seen this number. The MSP in our case study found 75% of tickets were pattern-based and resolvable from documentation.
Build the AI on your PSA and knowledge base
AI tier-1 agent trained on your runbooks, client environments, and SLA tiers. Connects to your PSA and RMM (ConnectWise, Autotask, HaloPSA, Syncro, NinjaOne), triggers resets through your identity provider, checks your licensing dashboard, and writes every outcome back to the ticket.
Shadow mode first, live in 6-10 weeks
Every category runs in supervised shadow mode before it goes live: the AI drafts the response it would have sent, your engineers compare it to their own, and we tune until the match rate clears 95%. Categories release one at a time so your SLA commitments never carry the risk.
Real Result
How a 12-engineer MSP serving 53 clients deflected 60% of tier-1 tickets and cut first response to under 2 minutes
60%
Tier-1 tickets resolved without an engineer
-96%
First response time (47 min → under 2 min)
+40%
Client CSAT in the first quarter
A 12-engineer managed service provider serving 53 business clients across professional services, healthcare, and financial sectors was meeting its 1-hour SLA the expensive way — engineers watched the queue instead of working on projects. Server migrations and network upgrades, the work that justifies engineering rates, kept slipping because someone got pulled off every 20 minutes.
We built three layers on top of their existing PSA and knowledge base. Layer 1 resolves recognized tier-1 patterns on its own: resets through an MFA-verified channel, licence provisioning checked against the licensing dashboard, VPN steps written for that client's configuration, printer setup for the model detected on their network. Layer 2 escalates everything else with the full briefing attached. Layer 3 sends clients automatic status updates at every stage. Each category ran in supervised shadow mode until it matched engineer decisions more than 95% of the time.
Result inside 90 days: deflection reached 58% by the end of week 10 and stabilized at 60% by day 90. First response fell from 47 minutes to under 2. Engineer interruptions dropped from 15-20 a day to 6-8. Handle time on escalated tickets fell 40% because engineers opened them already briefed, and client CSAT rose 40% in the first quarter. Read the full case study for the ticket classification and the week-by-week rollout.
Book Your Free Audit
See exactly what we'd build for your helpdesk
Pick a 30-minute slot. We'll look at your ticket mix, model what share of your volume is tier-1 automatable, and send a written report in 48 hours with the deflection math for your team. No pitch.
Honest Comparison
Why custom-built beats off-the-shelf for MSPs
Your PSA already has automation rules. Here's how the options actually compare.
| Built-in PSA automation | Generic chatbot | Builts AI custom build | |
|---|---|---|---|
| Resolves password resets end to end | Templates and auto-assign only | No | MFA-verified reset, user confirms, ticket closes |
| Uses the client's system profile | Stored, not applied | No | Devices, OS versions, software, recent changes |
| Escalates with context attached | Blank ticket into the queue | Transcript only | Attempts, profile, history, suggested steps |
| Protects the SLA clock | Timers and breach alerts | No | Priority by issue type, SLA tier, business impact |
| Answers at 2am | Auto-reply only | Website widget only | Same resolution logic, any hour |
| Trained on your runbooks | N/A | No — generic responses | Your knowledge base and client environments |
FAQ
Common questions from MSP owners and IT managers
FAQ
Frequently Asked Questions
For most MSPs and internal IT teams, 50-65% of ticket volume is tier-1 automatable. At the 12-engineer MSP we classified, password resets were 28% of tickets, software access 18%, VPN 12%, and printers 9%. Deflection hit 60% by day 90. We model your number before building anything.
Yes. We integrate with ConnectWise Manage, Autotask, HaloPSA, Syncro, NinjaOne, Freshservice, and most cloud PSA and RMM platforms. The AI reads the ticket, queries your knowledge base, executes the resolution, and writes the outcome back to the ticket. No second queue, no separate dashboard for engineers to check.
It never handles the credential. The system triggers a reset link through an MFA-verified channel the user already owns, then asks them to confirm the fix worked. Your identity provider still enforces policy. If verification fails or anything looks unusual, the ticket escalates to an engineer instead of resolving.
They improve, and we protect them getting there. Each ticket category runs in shadow mode first — the AI drafts the response it would have sent, your engineers compare it against their own, and we tune until the match rate clears 95%. Only then does that category go live.
Yes, and that's where deflection pays most. Tier-1 patterns resolve at 2am exactly as they do at 2pm, so someone locked out before a 7am flight isn't waiting for business hours. Anything outside the automated categories gets prioritized against the client's SLA tier and queued for your on-call rotation.
A briefing, not a blank ticket. The escalation carries the full description and conversation, what the AI already tried, the client's system profile, similar past tickets and their resolutions, priority by SLA tier, and suggested next steps. That cut average handle time on escalated tickets by 40%.
A scoped rollout runs 6-10 weeks: two weeks classifying 90 days of ticket history, three weeks building resolution workflows against your PSA and knowledge base, then two to three weeks of supervised release. Deflection reaches steady state around day 60-90. The MSP in our case study hit 58% by week 10.
The opposite happened. Client CSAT rose 40% in the first quarter, with clients naming response speed in their quarterly reviews. Zendesk's 2024 Customer Experience Trends report found 60% of customers rank fast resolution as the top factor in good support. Anyone who asks for a person gets one.
More Industries
AI customer service for other service businesses
We build customer service automation for service-based businesses across these verticals.
Give your engineers
their project week back.
Book a free 30-minute audit. We'll break down your ticket mix, show you what share is tier-1 automatable, and name the category to automate first — no obligation.
Written report in 48 hours. No pitch, no pressure.