“The auto triage has been amazing—it’s a game changer. We lost our dispatcher two weeks ago, and zofiQ filled that gap instantly. We’re saving hours every day. The company assignment agent alone saved us 30+ hours of Microsoft configuration work.”

Sam Gridley | CEO @ Intech Hawaii

Introduction

For Managed Service Providers (MSPs), efficiency is everything. Every wasted minute adds up, eating into margins and technician availability. Intech Hawaii implemented just two ZofiQ AI Agents for MSPs: Board-Triage and Company Assignment, and immediately realized dramatic time savings across their team.

Challenge: Manual Triage and Repetitive Microsoft Configuration

Before deploying ZofiQ’s AI Agents, Intech Hawaii faced two major drains on productivity:

Manual Ticket Triage

• Technicians had to triage tickets manually

• Each ticket required 2–5 minutes of review and assignment

• At 40–50 tickets per day, that equals hours of manual labelling per day
  
  

Microsoft Alert Company Assignment

• Microsoft alerts were not assigning companies to tickets

• Fixing this would have required 30+ hours of manual configuration

• Because Azure apps expire every 24 months, this work would need to be repeated regularly

Solution: Deploying ZofiQ’s AI Agents for MSPs

Intech Hawaii enabled two of ZofiQ's AI Agents:

• AI Company Assignment Agent
  Automatically sets the correct company on tickets from Microsoft alerts, eliminating the need for tenant-level reconfiguration.
  
  

• AI Board Triage Agent
  Reads and understands tickets instantly, assigning the correct Service Board and Type, Subtype and Item without requiring technician input.
  
  

Results: Hours Saved Every Day + Major Long-Term Efficiencies

Instant 30+ Hour Savings

• Eliminated tenant-level Microsoft configuration

• Removed the need to refresh settings every two years, saving another 30 hours on a repeated basis
  
  

Hours Saved Daily

• Auto-triage reduced ticket handling time from minutes to seconds

• At 40–50 tickets per day, Intech Hawaii is saving countless hours of manual work
  
  

Enhanced Client Experience

• Faster triage reduced time on client calls

• Improved SLA performance and responsiveness

  
  

Why This Matters for MSPs

Intech Hawaii’s results highlight the power of AI Agents for MSPs:

• Operational Efficiency: Automates repetitive tasks, saving hours every day

• Cost Savings: Reduces the need for additional hires by covering half an FTE with AI

• Scalability: MSPs can handle more tickets without increasing headcount

• Client Satisfaction: Faster triage leads to faster resolutions and happier clients

Conclusion

By activating just two AI Agents, Intech Hawaii saved over 30 hours upfront and continues saving countless hours per month. As they expand to more agents, the ROI will only grow.

Want to see the same results for your MSP?

👉 Book a demo of zofiQ today and put AI Agents to work for your team.