Rallied is an AI agent that autonomously resolves IT support tickets directly inside a managed service provider's PSA and RMM tools. It takes first touch on every ticket, diagnoses issues by pulling live context from connected systems, and executes approved fixes—like password resets or scripted endpoint repairs—without requiring a technician to open the ticket. The platform is designed to be operational in days, not months, with no prior build or training required.
Funding
Funding not disclosed
Founders
Product
Problem
Managed service providers (MSPs) lose margin on routine tickets that sit in the queue waiting for a technician, even when the fix takes only seconds to complete. Existing automation tools require months of build time, demand a dedicated person to manage them, and often only suggest the next step rather than actually executing it, leaving L1 and L2 requests unresolved and documentation incomplete.
Solution
Rallied deploys an AI agent that works inside the MSP's existing PSA and RMM stack, taking first touch on every incoming ticket the moment it lands. The agent pulls the client's live state across connected systems, diagnoses the real issue, and resolves L1 and L2 requests—such as password resets or print queue fixes—by running approved scripts and writing time entries and notes back to the ticket automatically. Technicians can write runbooks in plain English, and the agent follows them step by step, while a chat interface inside the PSA lets humans guide the agent or take over when needed. The platform is designed to go live in days, not months, with no custom build required, and it logs every action to an immutable audit trail for accountability.
Target Audience
Primary customers are managed service providers (MSPs) and IT service delivery teams using PSA and RMM platforms like ConnectWise, HaloPSA, or Syncro, who want to automate routine ticket resolution without replacing their existing stack or hiring dedicated automation staff.
Features
- Autonomous first-touch resolution of L1 and L2 tickets directly inside PSA platforms like ConnectWise and HaloPSA, with no prior build or training required
- Natural-language runbook execution: write a workflow in plain English (e.g., "offboard a departing user") and the agent follows it step by step, logging every action to the ticket
- In-context chat pod within the PSA that pulls relevant context from the PSA, RMM, and documentation to guide technicians to the correct next step
- Endpoint-level fixes executed via the RMM, including running approved scripts and writing results back to the ticket without remote access
- Per-tool permission policies with three states—run automatically, require approval, or disabled—plus optional manager-level approval for high-risk actions; Plan Mode runs the agent read-only for safe testing
- Immutable, append-only audit log of every tool execution, suitable for external auditors, and infrastructure with no public inbound access, private VPCs, and egress proxies that cannot reach back into the network