Fixify Launches Managed AI Automation for MSP Help Desks
Fixify has launched general availability of a managed AI automation service for managed service providers, using AI agents to resolve routine Level 1 IT support tickets from intake through resolution. The service combines autonomous agents with 24x7 human oversight and operates within MSPs' existing professional services automation platforms.
- Fixify for MSPs is generally available in the United States and Canada.
- AI agents resolve supported Level 1 tickets from triage through resolution.
- Fixify analysts provide 24x7 human oversight and handle exceptions.
- The service works with existing PSA platforms and client-specific playbooks.
- MSPs pay for successfully resolved tickets.
AI agents handle routine support requests
Fixify for MSPs is designed for high-volume Level 1 requests, including password and MFA resets, account lockouts, application access, group membership changes, and common onboarding and offboarding tasks.
The company says its AI agents understand requests, develop and execute plans, and resolve tickets across IT systems. The service uses natural-language playbooks to guide agents through each MSP customer's processes, applications, and approval requirements.
Fixify integrates with identity and productivity platforms including Microsoft Entra ID, Microsoft 365, Google Workspace, and Okta. Its supported PSA integrations include ConnectWise, Kaseya Autotask, HaloPSA, and NinjaOne.
Managed service includes human oversight
Fixify builds, operates, and maintains client-specific automation for MSPs. Its analysts supervise the AI agents around the clock, handle exceptions, and intervene when human judgment or approval is required.
The company says the agents can manage supported tickets from initial triage through execution, approvals, documentation, and resolution. Actions, updates, and communications are recorded in the MSP's existing system of record through its PSA platform.
“Automation was supposed to transform MSP service desks, but too often it just gives technicians another tool to manage or a half-finished ticket,” Fixify CEO and co-founder Matt Peters said in the announcement. “Agentic AI changes that. We can take on the entire ticket, with our people supervising the AI, so MSPs can improve margins and grow without adding technicians at the same rate as customers.”
Outcome-based pricing and regional availability
Fixify charges MSPs for successfully resolved tickets rather than upfront license fees based on the number of endpoints, technicians, or clients. The approach is intended to address a cost challenge for MSPs, where staffing costs rise as customer and ticket volumes grow.
According to Fixify, resolving repetitive Level 1 requests without technician involvement can increase service desk capacity, improve response times, provide around-the-clock support for covered requests, and free skilled technicians for higher-value customer work.
Fixify for MSPs is now available in the United States and Canada. The company is showcasing the service at IT Nation Connect Global in Orlando, Florida, from November 4 to November 6, at booth #741, and is inviting MSPs to request a demo.
PR Newswire: Fixify Launches Agentic AI Automation for MSP Help Desks
