ConnectWise

“On a legacy technology, a Tier 1 technician may not even know what symptom to look for. The agent gets them to the right pattern: here’s the problem, and here’s how you fix it.”

“The ticket is cleaner by the time it gets to QA. We’re seeing far fewer errors, and that completed-to-closed category is 30% or more faster for us.”

“We came in looking at dispatch, and what stood out was how much more the agents could do around the ticket. They take on the ticket details that make the service desk run cleaner—the fields, the priorities, the follow-through that technicians do not want to spend their time on.”

“The technicians who learn to use AI well are going to have an advantage. For us, the question became how to bring it into the company safely and responsibly, so our team could stay ahead.”

“ConnectWise AI Agents are helping us build toward a more proactive service model. By using AI to improve triage, surface insights, and identify service trends, we are creating a stronger foundation for Predictive IT.”

“AI adoption is not the win on its own. The real value is improving how operations run with it. ConnectWise AI Agents are helping us make AI practical inside the daily service desk workflow.”

“The value of ConnectWise AI Agents is that they take repetitive work out of the service workflow so technicians can spend more time solving client issues. That helps us deliver faster, more consistent service without adding more manual effort to the team.”

“ConnectWise AI Agents helped us move AI from experimentation into measurable operational impact. By embedding AI into triage, assessment, and technician workflows, we've improved consistency, reduced manual effort, and created more capacity across the service desk.”

“With an MSP-only vendor like Axcient, support is more channel-focused, and I definitely appreciate that. You get a higher level of support which is nice. Axcient pretty much does all the work, and they don’t ask me to do anything. Once it’s fixed, they tell me to check it, and it’s always been great.”

“Axcient gave us unbeatable prices and capabilities that really impressed us. Support has always been there for us – no matter the time or the effort. Our technicians swear by Axcient, and I really can’t say enough positive things about the partnership.”

“ConnectWise isn’t just a tool. It’s part of how we work every day. It helps us stay organized, deliver world-class service, and continue growing as one of the leading IT partners in Norway.”

“For us, the biggest strength we have with ConnectWise must be the structure it brings to our operations”

“ConnectWise AI Agents are helping us build the foundation for a more proactive service model. We are still on the journey to Predictive IT, but improving routing today and using operational data to identify patterns and repeat issues over time is where we see a lot of future value.”

“AI is only as good as the information it has access to. ConnectWise AI Agents are helping us think differently about ticket updates, documentation, configurations, and the quality of the data we put into the platform.”

“The value of ConnectWise AI Agents is that AI is built into the platform where our team already works. In [ConnectWise] PSA, it gives us a more controlled way to use AI with ticket history, customer context, and service workflow data instead of relying on disconnected tools.”

“When tickets are assigned without human bias, more technicians get the opportunity to learn something new. If every hard problem goes to your strongest technician, everyone else loses the opportunity to develop that experience.”

“Having technology focused on ticket assignment with more intelligence than round robin has made a world of difference. As we scale, we do not have to teach the whole process of who grabs what and where things go. The AI has enough context to assign the ticket to the right person.”

“The most monumental change for us has been routing. Before ConnectWise AI Agents, ticket triage was handled by the team, creating inconsistencies and interruptions. Now, AI Agents help create a more consistent dispatch process so technicians can spend less time watching the incoming board and more time delivering value to clients.”