If you run an MSP, you probably spend a big chunk of your time in ConnectWise Manage. It’s the nerve center of your business, handling tickets, keeping track of billing, and making sure everything stays on course. But if you’re still managing it manually, you’re wasting hours on tasks that could (and should) be automated.
Think about all the time spent updating tickets, fixing categorization errors, and tracking down the right billing details. It’s not just frustrating; it’s inefficient.
That’s why AI Assistants help MSPs automate key processes within ConnectWise Manage. From intelligent ticket routing to real-time user synchronization, it ensures that your ConnectWise management system works for you and not the other way around.
Let’s break down six key areas where automation can do heavy lifting for you.
1. Billing Reconciliation
Ever spent hours double-checking user counts across your tech stack, only to find billing discrepancies anyway? MSPs lose revenue all the time because licenses aren’t properly tracked, leading to underbilling (or worse, client disputes). So instead of chasing down numbers manually, why not let automation handle it?
AI Assistants integrate your ConnectWise Manage system with your RMM, EDR, M365, and other tools to automatically compare user counts, licenses, and service usage.
Instead of technicians manually reconciling these numbers, automation pulls data from each platform, highlights discrepancies, and generates reports. This ensures invoices are accurate, preventing revenue loss and client disputes.
The outcome? Your MSP gets accurate invoices without manual effort, reducing billing errors, improving client trust, and ultimately boosting profitability.
2. Ticket Assignment
Ticket assignment seems simple until you realize how much time your team spends manually reviewing, sorting, and escalating requests. Without automation, urgent issues get delayed while minor ones waste valuable time. And let’s not forget the occasional misrouted ConnectWise ticket that turns a quick fix into an unnecessary hassle.
With automated ticket assignment, every request reaches the right person instantly. AI analyzes keywords and customer tone to determine priority, sending urgent tickets to the right team while handling routine ones efficiently.
AI Assistants make this happen by integrating ConnectWise Manage with AI automation workflows. It pulls data from incoming tickets and applies sentiment analysis to determine urgency. High-priority issues are escalated, while the right technician is assigned automatically with no manual input needed.
3. Ticket Categorization
Misclassified tickets cause misrouting, inaccurate reporting, and wasted technician hours. When your ConnectWise ticketing system lacks consistency, it’s nearly impossible to identify recurring problems and optimize operations.
Automating ticket categorization ensures every request is sorted correctly from the start. AI analyzes ticket content, assigns the appropriate category, and updates your system instantly. This not only streamlines workflow but also improves data accuracy, helping you make smarter business decisions.
AI Assistants link ConnectWise Manage with AI-powered categorization, eliminating human error and making ticket management effortless. With automation handling classification, your team can focus on resolving issues instead of sorting them.
4. Synchronizing Users
Isn’t it frustrating when a technician calls a disconnected number or emails an inactive account just because user data wasn’t updated? Relying on manual updates means errors are inevitable, and they can slow down your entire ConnectWise service desk.
Automation keeps user data synced across platforms, preventing outdated contact details. Whether a user updates their email, switches teams, or leaves the company, changes reflect instantly. And the best part? No manual edits are needed.
AI Assistants make this possible by connecting your PSA with directory services like Azure AD and M365. With automated synchronization, your team spends less time fixing contact records and more time resolving actual IT issues.
5. Updating Support Tickets with Cybersecurity Data
Security incidents wait for no one, yet technicians often waste time manually updating tickets with threat intelligence. By the time details are copied over, something could have already slipped through the cracks, delaying responses and increasing risks.
AI Assistants solve this by linking ConnectWise Manage with your security tools. When a platform like Sentinel One or Huntress detects a threat, the ConnectWise ticket updates automatically with relevant details like attack type, affected systems, and recommended actions. Your team sees the full picture instantly, without digging through multiple dashboards.
With automated ticket updates, your technicians can focus on resolving threats instead of chasing down information. This means faster responses, fewer errors, and a stronger security posture for your MSP.
6. Accessing Various Tools
MSPs rely on a massive tech stack, but constantly jumping between tools slows everything down. When technicians need to access device info, reset passwords, or check system logs, they waste time navigating multiple dashboards instead of resolving tickets.
AI Assistants simplify this by integrating ConnectWise Manage with your critical tools, bringing essential functions directly into your PSA. Now, you can execute commands like running device diagnostics, managing AD syncs, or even initiating security actions, all without leaving ConnectWise Manage.
This seamless automation reduces workflow bottlenecks and makes life easier for your technicians.
Wrapping It Up
Managing an MSP is already complex; why make it harder with manual, repetitive tasks? From ConnectWise ticketing to billing reconciliation, these processes eat up valuable time. However, automation can help you streamline workflows, reduce human error, and improve overall efficiency.
With automation becoming the norm across industries, MSPs that adopt it early gain a serious competitive edge. In fact, businesses worldwide are embracing it at an unprecedented rate.
AI Assistants empowers MSPs to maximize ConnectWise Manage by integrating automation across their entire tech stack. Whether it’s optimizing ConnectWise service desk operations, ensuring precise billing, or keeping user data in sync, it makes operations smoother and more reliable.
By embracing automation, your team can shift its focus from tedious admin work to delivering high-value IT services.