MSPBOTS · PRODUCT VISION

The autonomous ticket lifecycle

We're building an AI workforce for your service desk that captures, understands, routes, resolves, and reviews tickets from start to finish
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From Intake to Closure
THE SHIFT WE'RE MAKING

From BI tools to an AI service desk team

For years, MSPs have spent heavily on tools to help their teams work faster. However, this market is crowded and highly competitive, with limited budget available.

The real opportunity lies elsewhere. An average MSP spends 40–50% of its revenue on labor, especially on L1 and L2 service desk work. That’s the massive budget MSPbots is targeting.
50%
of MSP revenue is labor cost. Most of it at L1 / L2.
75%
of MSPs report talent shortages at the L1 / L2 tier.

“We're not adding AI features to a BI product. We're building the AI workforce that runs the service desk alongside your team.”

FULL LIFECYCLE
Five stages. Every one covered.
Every ticket goes through five stages. Our AI covers each of them — and the coverage is expanding fast.
MSPbots.ai
5 stages
Most tools cover one stage.
We're the only platform built to own all five — with the BI data moat to back it up.
THE ROADMAP

Meet your MSP bots

We ship dozens of purpose-built bots that integrate with your MSP stack.
01

AI-Enhanced service desk

Available
Live with MSPs
Our first wave of AI apps — live with MSPs today. This is the foundation: proven AI working inside your existing workflow, with the data moat that comes from years of MSP operational history.
AI ticket triage
Generally available for ConnectWise and Autotask
AI sentiment Max
Refreshed, expanded, rolled out to all clients
Next ticket
AI-enhanced dispatch with filter and drop-rule precision
Agreement profitability
Available for ConnectWise, Autotask, and Halo
App marketplace
Refreshed experience for discovery and management
02

AI ticket QA

Launching mid-Q2 2026
Currently in Alpha
Every MSP knows ticket QA matters. Almost no MSP does it at scale — most manage a spot check on under 20% of tickets. AI Ticket QA reviews 100% of your closed tickets, identifies patterns your managers would never catch manually, and tells you where your service operation is actually leaking quality.

Built for service managers, not technicians. Progressive — your team levels up against increasingly rigorous standards rather than drowning in a wall of failures on day one.
AI QA engine
Customizable rule sets in natural language
Manager dashboard
Actionable insights, not a wall of failures
Weekly & monthly digests
Trends and performance delivered automatically
Progressive maturity tiers
Refreshed, expanded, rolled out to all clients
Per-ticket write-back
Post-launch enhancement
03

AI ticket intake

Launching mid-Q2 2026
Expanding through H2 2026
The Intake Agent replaces the entry-level human who fields requests. Our first release is an after-hours AI phone agent that answers calls, understands the issue, and creates a structured ticket ready for your morning queue. From there, we're expanding across every channel your clients actually use.
AI phone agent
After-hours, V1 end of Q2
First-touch resolution
Solve the issue during the call itself
Omnichannel intake
Teams, chat, email, WhatsApp
24/7 coverage
With tier-based routing
04

Autonomous resolution

In Development
Phased through 2026–2027
The most valuable work in the ticket lifecycle is resolution — and the most consequential to get right. We're not rushing this. Our approach is progressive autonomy: AI earns trust at each stage before moving to the next.

The goal isn't to replace your team. It's to free them from the 40% of tickets that don't need them — and to make the other 60% faster, better, and more profitable.
AI Resolution Recommendation
(H2 2026)
Suggested solutions in Next Ticket. Technician stays in control.
First-Supervised AI Resolution(H2 2026)
AI drafts and executes L1 resolutions with human oversight.
Full Autonomous Resolution(H1 2027)
Routine L1 tickets resolved end-to-end. Complex tickets auto-escalate.
UNDER THE HOOD

What makes this possible?

The BI data moat

Our AI agents are pre-trained on years of MSP operational data, giving us deep understanding from day one.

A skill-based architecture

Every AI agent uses modular skills that can be easily combined and updated for fast improvements.

Deep PSA integrations

We offer native deep integrations with ConnectWise and Autotask, enhancing your existing workflow.

PRICING

Pricing that aligns
with customer value

THE FOUNDATION
BI platform

The foundation of your MSPbots account. Predictable, recurring, per-user pricing. This doesn't change.

THE GROWTH ENGINE
AI agents

Priced on the labor value they deliver. When an AI Agent saves your team 20 hours of L1 work, we share in that saving.

THE MOAT

Why us, why now?

Three things make this direction defensible:
01
Years of MSP best practices

Every AI agent in this lifecycle improves with MSP operational history. We've collected that history for years through our BI platform. New entrants have to start over.

02
We own the full lifecycle

Point solutions cover one stage — Intake, or Triage, or Resolution. We cover all five, data, agents, and feedback loops compound across every workflow.

03
We're not selling a platform

MSPs don't have the time or the team to build and train their own AI agents. We ship pre-packaged vertical agents built for MSP work — turn it on, get ROI, move on.

Let's build the autonomous service desk together

We ship fast, and the roadmap moves. See where it's headed — and decide whether you want to shape what comes next.
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