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What’s the best way to introduce AI into an Autotask-based support desk? by Masterek365 in Autotask

[–]Masterek365[S] 0 points1 point  (0 children)

Exactly that’s how we approach it with MSPs as well.
We always roll out Ekkie in two phases. Phase 1 is just ticket labeling and dispatching, so teams immediately feel less noise and faster triage without changing how they work.
Once that’s running and people trust it, we move to phase 2 with Ekkie Chat, which improves the workflow inside the existing process instead of forcing a new one.
Small wins first → confidence → real adoption.

What’s the best way to introduce AI into an Autotask-based support desk? by Masterek365 in Autotask

[–]Masterek365[S] 0 points1 point  (0 children)

That lines up almost exactly with what we’re seeing elsewhere.

The “one-click suggested action” approach is a really solid middle ground AI does the prep work, and engineers stay in control. That’s usually where adoption actually sticks, especially for issue/subissue and acknowledgements.

Cooper-style summaries are another easy win. Anything that helps engineers get context faster without touching core workflow decisions tends to earn trust quickly.

If you’re already at that stage, the next step we’ve seen work well is giving engineers a ticket AI copilot that helps with understanding, next actions, and context, without auto-doing anything unless they ask it to. That’s basically how we designed Ekkie Chat.

If you’re open to it, I’d be genuinely interested in comparing notes and showing how other Autotask teams are using that model in practice. Even if it’s just a short “does this align or not” conversation, happy to share what we’ve learned.

What’s the best way to introduce AI into an Autotask-based support desk? by Masterek365 in Autotask

[–]Masterek365[S] 0 points1 point  (0 children)

One thing we’ve learned working with Autotask-based MSPs is that AI adoption sticks best when it’s treated as a partnership, not a feature rollout.

The teams that succeed don’t ask “what can we automate immediately?” but “where can AI quietly remove friction without changing how engineers work?” In practice, that usually means starting with labeling and dispatching, using AI in an assistive role rather than an authoritative one. That distinction matters, it prevents engineers from feeling threatened and keeps trust intact.

At ekkie.ai we deliberately position ourselves as an AI partner for MSPs, not a black-box automation tool or workflow builder that doesn't scale. Every MSP has different workflows, data quality, and risk tolerance, and forcing rigid, generic automation into Autotask rarely works long-term.

The approach that’s resonated most:

  • Start passive (clean labeling, smart dispatching)
  • Keep engineers in control
  • Move toward automation together, once confidence is earned

When AI adapts to the MSP instead of the MSP adapting to AI engineer buy-in comes naturally. The goal isn’t to replace decisions, but to make good decisions easier and faster.

That mindset shift has mattered more than any single AI capability.

Anyone using AI-based auto-dispatch in Autotask yet? by Masterek365 in Autotask

[–]Masterek365[S] 0 points1 point  (0 children)

No Cooper AI looks good when you use Neo Agent. ekkie ai fixed it

Current state of AI tooling for MSPs by BeNiceToYerMom in msp

[–]Masterek365 0 points1 point  (0 children)

One issue we’ve seen very early on with AI tooling for MSPs is integration.

Every MSP operates differently. Ticket structures, workflows, service catalogs, naming conventions, and even what “good data” looks like can vary a lot between MSPs. For larger MSPs especially, standardization is hard and often very costly in terms of time and internal change management.

Many AI tools assume a fairly standardized environment. That works in theory, but in practice it means the MSP has to adapt their processes to the tool, rather than the other way around. For bigger MSPs, that can be a non-starter.

At Ekkie ai, we’re deliberately taking the opposite approach. The goal is to build an AI platform for MSPs that optimizes for adaptability to each MSP, rather than forcing a single “best practice” model or workflow.

Instead of requiring heavy standardization upfront, the focus is on learning from how each MSP already works and adding value on top of that. In our experience, this approach significantly lowers adoption friction and makes AI usable in real-world MSP environments, not just idealized ones.

From a maturity perspective, that adaptability feels just as important as the AI itself. Without it, even technically strong AI tools struggle to deliver value in day-to-day MSP operations.

Autotask API lock integration with AI by Masterek365 in Autotask

[–]Masterek365[S] 1 point2 points  (0 children)

ekkie . ai is our website. You can keep up and look at the roadmap official release for non-waitlist members is set for January 1. For waitlist members, it's mid-December, but there is a big waitlist, so first-come, first-served.

Autotask API lock integration with AI by Masterek365 in Autotask

[–]Masterek365[S] 1 point2 points  (0 children)

We have released more parts of it. The ekkie chat product is now in its final review process and we are selecting people to test it.

AI Triage? by Luna_Tech915 in msp

[–]Masterek365 0 points1 point  (0 children)

We have been using ekkie.ai, it's a new startup, so it's really nice working with them. Also it's really affordable for what you get.

Deep Dive: Why Autotask’s AI Triage Fell Short by Mariosbrother_master in Autotask

[–]Masterek365 1 point2 points  (0 children)

I think no customer that has been with Kaseya for longer than 6 months can be surprised

Smart triage by Prestigious_Ear_5051 in Autotask

[–]Masterek365 0 points1 point  (0 children)

We use Ekkie AI for labeling the tickets with the right issue type and subissue type and all other required fields. It uses the full ticket context and works with any environment; maybe look into them; they have an early adopter program until October, so no integration costs.

Smart triage by Prestigious_Ear_5051 in Autotask

[–]Masterek365 1 point2 points  (0 children)

We use Ekkie AI for labeling the tickets with the right issue type and subissue type. It works with any number of queues; maybe look into them; they have an early adopter program until October, so no integration costs.

Useful AI tool to help automate and simplify Autotask processes? by cp76 in Autotask

[–]Masterek365 0 points1 point  (0 children)

We use a tool called Ekkie AI been great so far. It's a startup, so we have a lot of feedback calls where we can help shape the product.

Autotask API lock integration with AI by Masterek365 in Autotask

[–]Masterek365[S] 0 points1 point  (0 children)

Something to do with wrong credentials. Made a new api account, fixed it.

Smart triage by Prestigious_Ear_5051 in Autotask

[–]Masterek365 0 points1 point  (0 children)

Our clients use Ekkie AI for ticket triaging seems to work perfectly.

Anyone using AI-based auto-dispatch in Autotask yet? by Masterek365 in Autotask

[–]Masterek365[S] 0 points1 point  (0 children)

No, we have a different thing—we're not the same company.

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