Insights is an AI-powered assistant that embeds directly into ConnectWise PSA, helping managed service providers surface proven fixes from their historical ticket data. The tool searches closed tickets to find related issues and ranked solutions, enabling level-one technicians to resolve problems without escalating to senior engineers. It also includes features like ticket summaries, suggested fixes, and client update generation to streamline technician workflows.
Funding
Funding not disclosed
Founders
Product
Problem
Managed service providers (MSPs) often face an escalation trap where level-one technicians push tickets up to senior engineers for issues that have already been solved before. This drains the time of expensive senior staff and slows resolution times. New technicians also struggle because the knowledge they need is buried in thousands of closed tickets that nobody has time to search through manually.
Solution
Insights provides an AI-powered panel that lives directly inside ConnectWise PSA, eliminating the need for tab-switching or context-switching. The tool automatically searches an MSP's entire ticket history, finds related issues, and ranks proven solutions based on relevance. When no prior fix exists, it suggests one from its own training data. Level-one technicians receive step-by-step guidance and suggested fixes, allowing them to resolve tickets without escalation. The platform also generates professional client updates and structured work logs, reducing the time spent on documentation.
Target Audience
Primary customers are managed service providers using ConnectWise PSA who want to reduce escalations, speed up ticket resolution, and bring new technicians up to speed faster.
Features
- Related Tickets: surfaces past tickets with similar issues, ranked by relevance to the current ticket
- Suggested Fixes: AI recommends proven solutions with step-by-step guides based on historical ticket data
- Ticket Summary: provides clear summaries of complex tickets in seconds
- Rewrite for Customer: turns technical notes into polished client updates automatically
- Job Notes Generator: creates structured work logs and to-do lists so nothing gets missed
- ChatGPT Direct: allows technicians to ask ChatGPT anything inside the ticket with full context loaded
- Works inside ConnectWise PSA with no setup period or AI training phase required