Ace
IT Services Ambassador
IT Services
Your AI Helpdesk Triage, Client Onboarding & SLA Reporting Agent
"Ticket backlog growing while your team fights fires instead of preventing them?"
AI employees built for managed service providers and IT consultancies. Triage support tickets, onboard new clients, track service renewals, and monitor SLA compliance. Your agents handle the ticket queue so technicians solve problems.
A Day in the Life of Ace
Your AI Helpdesk Triage Agent
- "Email is down" tickets flood in from a client at 8:03 AM Monday
- Ace triages instantly, correlates them into one incident, and checks monitoring
- Identifies the expired certificate and attaches the knowledge-base fix
- Updates every ticket in ConnectWise, notifies affected users, and starts the SLA clock
- Escalates to the on-call technician with diagnostics already attached
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One it services problem at a time — what changes when an AI agent handles it.
Challenges We Solve
- !Triaging high volumes of support tickets accurately and quickly
- !Onboarding new managed service clients with complex environments
- !Tracking service contract renewals before they lapse
- !Meeting SLA commitments across a growing client base
AI-Powered Features
- Intelligent helpdesk ticket triage with auto-categorization
- Structured client onboarding workflows with task tracking
- Service renewal pipeline with automated outreach
- Real-time SLA monitoring and compliance reporting
- Technical escalation management with context handoff
- Knowledge base search and response generation
- Client environment documentation and asset tracking
- Monthly service reports with SLA dashboards
Workflows & Automations
Real automation workflows — your agents operate the tools your it services business already uses, right in the browser.
Helpdesk Triage
AI categorizes incoming tickets by priority and type, auto-resolves common issues with knowledge base articles, and routes complex problems to the right technician with full context.
Client Onboarding
Guides new MSP clients through onboarding — collects environment details, schedules network assessments, sets up monitoring agents, and tracks completion of every step.
SLA Monitoring
Tracks response and resolution times against SLA targets, flags at-risk tickets, and generates monthly compliance reports for each client.
Annual Impact for IT Services
Based on 24 workflows mapped across 5 departments
Department-by-Department Assessment
Every workflow mapped with friction score, time investment, and savings potential
| Workflow | Friction | Hrs/Wk | Annual Cost | Savings | Annual Savings |
|---|---|---|---|---|---|
Ticket Triage & Routing Every ticket requires manual review to determine priority and assignment. Misrouted tickets waste te... | 8 | 20h | $57,200 | 70% | $40,040 |
Incident Response Management Critical incidents create chaos — who's working on it, who's communicating to the client, and who's ... | 9 | 15h | $58,500 | 55% | $32,175 |
Onboarding New Clients Every onboarding reinvents the wheel. Checklists live in spreadsheets that get customized differentl... | 7 | 12h | $37,440 | 60% | $22,464 |
Asset Inventory Management Asset records are incomplete and outdated the moment they're entered. Warranty expirations go unnoti... | 6 | 10h | $26,000 | 65% | $16,900 |
SLA Monitoring & Reporting SLA reports are compiled manually from the PSA every month. Breaches are discovered after the fact w... | 7 | 8h | $20,800 | 75% | $15,600 |
| Department Total | 65h | $199,940 | $127,179 |
Investment & Return
Conservative estimates based on your 24 mapped workflows
Conservative
Automate highest-ROI workflows first
Recommended
Full department coverage across your business
Full Deployment
Every workflow automated with dedicated agents
Supported Roles
“Ticket resolution is 3x faster since the AI handles triage and escalation. Our clients love the response time.”
Talk to an AI About Your IT Services Business
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