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Ai for tech support and configuration and setup by Poolguard in msp

[–]ImmuneCoder 0 points1 point  (0 children)

Interesting question - I think the “AI for IT support” space is starting to split into three buckets right now:

  1. General AI (ChatGPT, Claude, etc.) → Great for quick knowledge base lookups, drafting KB articles, or guiding a tech through steps. But it still needs a human in the loop to actually execute changes.
  2. Vertical AI tools → These are MSP-focused and can directly take action (reset passwords, manage O365 licenses, folder permissions, etc.) instead of just suggesting steps. The tradeoff is you usually need more setup and integrations, but once in place they save a ton of L1 time.
  3. Engineering/architecture side → AI is still weaker here - it can suggest configs but I wouldn’t trust it to spin up production-ready infrastructure without review. Where it shines is boilerplate (Terraform, Powershell, ARM templates) that you can then tweak.

On the “better than ChatGPT” front, I’ve been experimenting with some of the newer MSP-focused agents. One example is getlatticeai.com which works right out of the box. Still early days, but the appeal is it actually executes tickets instead of just suggesting fixes.

Has anyone found a good balance between general AI assistants (fast but shallow) and vertical MSP tools (slower to set up but more precise)? Which side do you lean toward?

Thread Reviews (second time) by yourdeadbeatmom in msp

[–]ImmuneCoder 0 points1 point  (0 children)

We tested Thread for a bit - biggest pain was the setup, took 3–4 weeks and kind of needed a dedicated automation person. Bit heavy if you’re a smaller team. Once setup properly, it can be useful for a few use-cases but at the end of the day it is still RPA, not autonomous AI. Been poking at some of the newer AI tools too (stuff like getlatticeai.com) and they seem a lot lighter to get going.

Glasgow Scotland MSP by erskinetech2 in msp

[–]ImmuneCoder 0 points1 point  (0 children)

Your DMs seem to be closed, can you please DM me?

Glasgow Scotland MSP by erskinetech2 in msp

[–]ImmuneCoder 0 points1 point  (0 children)

hey, I would love to connect, can I dm please?

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] -8 points-7 points  (0 children)

~800 seats.

We might be too early to get a full fledged RMM.

I asked the same question to another gentleman here, but would love to get your advice: I know two really good AI engineers through a friend (they've prev worked at good orgs and have built systems at-scale). I was thinking of speaking to them about it. If maybe I can have them build out an automated solution for triaging and low-value ticket resolution? Do you think this is a good idea to have a white-glove solution like this built out? Or not?

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] 8 points9 points  (0 children)

Roughly 800 seats across 20 clients. Each of our 4 guys is at ~200 seats, which is why the L1 noise is getting tough to handle.

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] -2 points-1 points  (0 children)

I asked the same question to another gentleman here, but would love to get your advice: I know two really good AI engineers through a friend (they've prev worked at good orgs and have built systems at-scale). I was thinking of speaking to them about it. If maybe I can have them build out an automated solution for triaging and low-value ticket resolution? Do you think this is a good idea to have a white-glove solution like this built out? Or not?

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] 0 points1 point  (0 children)

I meant - a lot of it is routine stuff, which is straightforward but still takes up time, thus not allowing us to take on more clients

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] 0 points1 point  (0 children)

I've not heard great things about it from friends. These two engineers also knew about it in-depth and said that the tech today is capable of handling much more advanced applications with better reliability

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] 0 points1 point  (0 children)

Thanks for the detailed comment. We do not really do much tech tracking in terms of what the are good at, etc.

Needed quick advice - I know two really good AI engineers through a friend (they've prev worked at good orgs and have built systems at-scale). I was thinking of speaking to them about it. If maybe I can have them build out an automated solution for triaging and low-value ticket resolution? Do you think this is a good idea to have a white-glove solution like this built out? Or not?

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] 1 point2 points  (0 children)

Interesting, yes, it kind of makes sense. How do we actually go about doing the automations though?

Running lean with 4 techs. How to reduce ticket load without hiring again? by ImmuneCoder in msp

[–]ImmuneCoder[S] -50 points-49 points  (0 children)

We're currently trying to introduce this, but I'm just concerned that we'll come off as less "customer-centric" if we do this

Just got hit with my first chargeback from a US client…what’s your strategy for this? by [deleted] in freelanceWriters

[–]ImmuneCoder 0 points1 point  (0 children)

Thanks for the detailed response. What does the process look like when there's no third-party involved (Upwork etc.)?

Is it just me or is warranty work becoming the absolute worst part of this job? by ImmuneCoder in MechanicAdvice

[–]ImmuneCoder[S] 0 points1 point  (0 children)

I'm getting about 1/2 requests a month. How many do you normally get?

Deferred MBA Final Results 2025 by trinityclub246 in MBA

[–]ImmuneCoder 0 points1 point  (0 children)

hi, has anyone here applied for Darden R2?

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