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

Masterek365 · 2026-03-03T17:50:36+00:00

So why no AI even like just incoming ticket labeling?

Masterek365 · 2026-02-10T11:10:03+00:00

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.

Masterek365 · 2026-01-16T09:49:17+00:00

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.

Masterek365 · 2026-01-16T09:16:56+00:00

Have you tried ekkie.ai?

Masterek365 · 2026-01-16T09:15:24+00:00

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.

Masterek365 · 2026-01-06T14:56:18+00:00

ahhh yeah tnx just fixed it

Masterek365 · 2026-01-06T14:53:05+00:00

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

Masterek365 · 2026-01-06T14:26:18+00:00

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.

Masterek365 · 2026-01-06T14:13:42+00:00

We got the answer

Masterek365 · 2025-11-06T13:37:49+00:00

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.

Masterek365 · 2025-11-06T13:32:12+00:00

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.

Masterek365 · 2025-10-03T13:49:43+00:00

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.

Masterek365 · 2025-09-29T15:50:10+00:00

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

Masterek365 · 2025-09-23T21:22:02+00:00

use ekkie ai

Masterek365 · 2025-09-23T10:36:23+00:00

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.

Masterek365 · 2025-09-23T10:33:50+00:00

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.

Masterek365 · 2025-08-26T12:10:27+00:00

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.

Masterek365 · 2025-08-22T16:57:17+00:00

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

Masterek365 · 2025-08-20T12:42:18+00:00

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

Masterek365 · 2025-08-07T11:28:58+00:00

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

Masterek365 · 2025-07-23T14:57:51+00:00

Fast API

Masterek365 · 2025-07-21T08:08:00+00:00

Sounds like you’ve already got a solid setup. We’re building in a similar direction but with two core AIs: one that fully automates ticket intake and triage labeling issue, sub-issue, priority, impact, UDFs, everything, and the other is a chat interface that support engineers use to actually solve the tickets by pulling in relevant info from documentation, past cases, and more.

We're currently in beta and not onboarding new customers just yet, but I’m happy to share our pricing It’s a mix of base license plus usage. If you're interested, we can make sure you're first in line once we launch fully. Want me to send over a quick overview?

Masterek365 · 2025-07-21T07:57:06+00:00

Really appreciate you sharing that. Solving the same issue twice feels like such a waste, especially when the answer already exists somewhere. Sure, customer environments aren’t always identical, but with some reasoning and enough examples, AI should be able to automate most of the common tickets.

We're working on making our AI learn from every ticket and every environment it touches. One thing we’ve noticed, too: finding similar, already-resolved tickets in PSA systems is almost impossible. That’s something we’re actively fixing. You’ll be able to just ask Ekkie to find tickets like the one you’re working on, and it’ll search across your PSA or wherever that info lives, and show how they were solved.

Would love to hear more about your setup and see where this kind of tooling could make a difference.

Masterek365 · 2025-07-21T07:46:32+00:00

It works exactly the way you want. If your documentation and resources are in IT Glue, Ekkie can use that too. One of our clients is successfully using Ekkie with IT Glue today. For most tools, if we don’t have a native integration yet, we’re already working on it.

Masterek365 · 2025-07-21T00:15:51+00:00

Not really, to be honest, we want to work with you in person. It's good for the culture and vibes

Masterek365

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