AI In Managed Services

ConnectWise Optimization: Leveraging AI to Streamline Your MSP Workflows

Explore how AI integration in workflow management can enhance efficiency and customer satisfaction for managed service providers.

Mar 25, 2025

AI in ConnectWise helps MSPs save time, reduce costs, and improve customer satisfaction. Here’s how:

Faster Resolutions: AI tools like Sidekick reduce incident resolution times by 40% and improve first-time resolution rates by 86%.
Automated Tasks: Routine tasks like ticket triage, sentiment analysis, and script generation are automated, saving up to 75% of time per ticket.
Better Resource Use: MSPs report 65% improved resource utilization and 70% better scalability metrics.
Proactive Issue Prevention: Predictive analytics identify and address problems before they escalate.
Smarter Ticket Management: Features like auto triage and workload balancing ensure efficient task distribution.

With ConnectWise AI, MSPs can handle more tickets, scale operations, and deliver better service - all without adding more staff. Ready to optimize your workflows? Read on for actionable steps and real-world results.

ConnectWise Automate: How to enable AI Sidekick

AI Benefits for MSP Operations

MSPs integrating AI into their workflows are seeing noticeable gains. These tools are transforming how services are delivered and making operations more efficient.

What AI Brings to MSPs

ConnectWise Sidekick offers over 70 AI-powered actions, helping teams handle tickets and allocate resources more effectively. MSPs report:

40% faster incident resolution
65% better resource usage
50% reduction in routine task workloads
70% improved scalability metrics

These results tackle some of the biggest operational challenges MSPs face today.

Challenges AI Helps MSPs Overcome

AI is solving key issues by automating time-consuming tasks:

Challenge	AI Solution	Impact
Script Maintenance	Automation	Cuts down hours spent on PowerShell scripts
Contract Analysis	AI Monitoring	Boosts agreement profitability by 25-40%
Service Consistency	Automated Workflows	Cuts P1 resolution time by 60%

Jake Varghese from ConnectWise highlights this shift: "AI empowers teams to do their jobs more efficiently, resulting in happier employees and happier customers".

AI Features in ConnectWise

ConnectWise includes several AI tools designed to simplify ticket management:

Auto Triage: Automatically assigns tickets to the right boards with proper types and subtypes, speeding up the initial response.
Sentiment Analysis: Analyzes customer messages to measure satisfaction and prioritize responses.
Smart Communication: Helps craft professional and efficient email replies.

These features are setting the stage for even more automation in managing tickets within ConnectWise.

AI-Powered Ticket Management

Smart Ticket Sorting

ConnectWise uses AI to simplify ticket management by sorting and prioritizing tasks intelligently. The system automatically routes tickets based on predefined types and subtypes, making responses faster and more efficient.

Here’s how it improves ticket handling:

Metric	Improvement
Ticket Resolution Capacity	20% increase
First-time Resolution Rate	86% better outcomes

This smart sorting system is backed by advanced text analysis, which takes ticket management to the next level.

AI Text Analysis for Support

With natural language processing, ConnectWise can analyze ticket content to speed up and improve resolutions. The AI system can:

Summarize issues and prioritize tickets based on their content
Identify customer sentiment instantly
Offer multilingual support through automatic translation

These features have been successfully implemented, with MSP leaders reporting better accuracy and faster resolution times.

Preventing Issues with AI

ConnectWise doesn’t just react to problems - it works to prevent them. Using predictive analytics, the system identifies potential issues before they affect customers. By analyzing historical ticket data, it can:

Recognize patterns in ticket histories
Optimize workflows based on what has worked best in the past
Estimate resolution times with high accuracy
Provide early warnings for recurring technical problems

"Imagine a world where manual tasks fade, and customer issues are met with seamless responses and without the need to add more resources - this is the power of ConnectWise Sidekick."
– Raghu Bongula, Chief Technology Officer at ConnectWise

AI Automation for Daily Tasks

Basic Task Automation

ConnectWise Sidekick™ simplifies daily tasks through AI-powered automation. By automating various processes, it can save up to 75% of time per ticket while improving accuracy.

Here are some key features:

Task Type	AI Automation Feature	Impact
Script Generation	PowerShell, Batch, and Bash scripting	Saves up to 75% time per ticket
Customer Support	Automated responses to end users	Speeds up resolution times

This automation allows teams to focus on more complex tasks while routine work is handled efficiently.

Smart Work Distribution

ConnectWise uses AI to optimize how tasks are assigned. By analyzing ticket content, the system ensures tasks are routed to the most qualified technicians. It handles:

Automatic board assignments
Prioritization of tickets based on content
Categorization of issues for better routing
Workload balancing across team members

This approach ensures tasks are distributed effectively, improving overall team efficiency.

AI Learning and Improvement

The system doesn't just stop at task allocation - it gets better over time. By using machine learning, it learns from past interactions to improve future performance. Critical operations still remain under human oversight to ensure reliability.

To ensure AI continues to perform well, ConnectWise suggests these best practices:

1. Implementing Strategic Controls

The platform includes safeguards and monitoring systems to ensure automation runs smoothly. While AI can handle routine tasks, human oversight is essential for critical operations.

2. Regular Performance Review

Teams should frequently assess how well the AI is working. This includes checking the accuracy of automated processes and updating response templates as needed.

3. Continuous Process Refinement

Using insights from previous interactions, the system adjusts and improves its processes for better outcomes moving forward.

"Leveraging OpenAI's advanced language processing capabilities within our Asio platform and ConnectWise's remote monitoring and management tools, partners can quickly and easily write complex scripts, saving them time and resources"

Setting Up AI in ConnectWise

After exploring the potential advantages, the next step is implementing AI in ConnectWise to start reaping those benefits.

Choosing AI Tools

When selecting AI tools, look for solutions that integrate seamlessly, learn from interactions, automate a variety of tasks, and provide reliable support. ConnectWise Sidekick™, powered by OpenAI, is a great example of a tool designed to enhance automation within the ConnectWise platform.

Here’s what to focus on when evaluating tools:

Criteria	Description	Why It Matters
Integration Capability	Tools that work natively	Simplifies setup and reduces effort
Self-Learning Features	Ability to adapt over time	Increases efficiency as it learns
Automation Scope	Range of automatable tasks	Impacts your potential ROI
Support Quality	Strong technical support	Ensures smooth day-to-day use

AI Setup Steps

Setting up AI tools in ConnectWise involves careful planning and execution. Here’s a step-by-step approach:

Initial Configuration
- Activate the ConnectWise Sidekick integration and set user permissions.
- Define initial automation rules to align with your workflow.
Team Training
- Train your team on the AI tool’s features to improve their speed and accuracy.
Gradual Implementation
- Start with simple tasks and gradually expand to more complex processes to maintain quality.

Once the setup is complete, it’s essential to monitor the tool’s performance to ensure it delivers consistent results.

Tracking AI Performance

Regularly tracking performance helps confirm that your AI tools in ConnectWise are driving efficiency and improving service delivery. Focus on these metrics:

Metric	Goal	How to Measure
Ticket Resolution Time	Faster than manual methods	Compare pre- and post-AI results
Dispatcher Efficiency	Fewer assignment errors	Monitor ticket assignment accuracy
Customer Satisfaction	Higher ratings	Use sentiment analysis tools

As Raghu Bongula points out, "The explosive growth of artificial intelligence tools like OpenAI's ChatGPT present huge potential in the technology sector, particularly in use cases for MSPs".

Summary

Integrating AI into ConnectWise has led to a major shift in how MSPs manage their workflows, resulting in improved service delivery. With zofiQ AI, companies have seen over a 20% increase in ticket resolution capacity and an 86% jump in first-time resolution rates.

Here’s a breakdown of key performance improvements:

Metric	Improvement
Resource Utilization	35% increase
Customer Satisfaction	30% higher scores
First-Time Resolution	86% improvement
Ticket Resolution Capacity	20%+ increase

zofiQ AI stands out because it learns from historical data without requiring lengthy setups or training. According to zofiQ.ai:

"Unlike traditional AI solutions that require extensive setup and training, zofiQ AI automatically analyzes your historical ConnectWise data to understand your unique business patterns, service delivery methods, and client needs from day one."

This AI-powered system continuously improves itself by optimizing workflows in areas like: