AI for IT Support & Managed Service Providers
Stop losing tickets to voicemail and drowning in password resets. Our AI handles Level 1 support 24/7, triages critical issues instantly, and gives your engineers back the hours they need for complex work that actually grows your business.
Why IT Support Teams Choose Yes AI
Ticket Volume Reduction
AI resolves password resets, connectivity checks, and software guidance without human intervention
Always-On Support
Round-the-clock helpdesk coverage without night shifts or on-call burnout
First-Contact Resolution
AI diagnostics and knowledge base access resolve most issues on the first call
Support Cost Reduction
Slash per-ticket costs by automating repetitive Level 1 tasks at scale
Comprehensive AI Solutions for IT Support
AI-Powered Helpdesk
Intelligent frontline support that handles password resets, account unlocks, VPN troubleshooting, printer issues, and software guidance through natural conversation via phone, chat, or email
Intelligent Ticket Triage
AI categorises, prioritises, and routes incoming tickets based on urgency, client SLA tier, issue type, and available engineer skills, eliminating manual sorting and accelerating resolution
Remote Diagnostics & Troubleshooting
Walk end users through structured diagnostic workflows for network, hardware, and software issues, collecting critical information before escalation to reduce engineer back-and-forth
Knowledge Base AI Assistant
AI-powered search across your internal documentation, SOPs, and runbooks that delivers precise answers to user queries and keeps your knowledge base continuously improving
SLA Monitoring & Alerts
Real-time SLA tracking that proactively alerts your team before breaches occur, escalates stalled tickets automatically, and generates compliance reports for client reviews
Proactive Monitoring & Notifications
AI analyses system alerts from your RMM tools, correlates related events, suppresses noise, and notifies the right engineer with contextual information for genuine incidents
See How AI Can Transform Your Operations
Get a personalized demo and ROI assessment for your business in a free 20-minute consultation.
Built Specifically for IT & MSP Operations
ConnectWise & Autotask Integration
Deep two-way integration with ConnectWise Manage, Autotask, and other PSA/RMM platforms for seamless ticket creation, status updates, and time entry logging
IT-Specific Language Model
Our AI understands technical terminology, error codes, Microsoft 365 issues, network configurations, and vendor-specific troubleshooting workflows out of the box
Smart Escalation Engine
Multi-tier escalation with configurable rules based on issue severity, client tier, time in queue, and engineer availability across your entire team
Security-First Architecture
SOC 2-aligned practices with data stored in Australian data centres, role-based access controls, and full audit logging for every interaction and ticket update
Real-World Applications
Growing MSP with 200+ Endpoints
Challenges:
- •Overwhelmed helpdesk with password reset calls
- •SLA breaches on client contracts
- •Engineer burnout from after-hours on-call
- •No budget for additional Level 1 staff
AI Solutions:
- 24/7 AI helpdesk handling Level 1 tickets
- Intelligent SLA-aware ticket routing
- After-hours AI coverage with smart escalation
- ConnectWise integration for seamless workflows
Results:
Reduced ticket volume by 65%, eliminated SLA breaches, and scaled from 200 to 500 endpoints without hiring additional support staff
Internal IT Team at Mid-Market Company
Challenges:
- •Small IT team supporting 300+ employees
- •Repetitive requests consuming senior engineer time
- •No after-hours support capability
- •Inconsistent troubleshooting quality
AI Solutions:
- Self-service AI portal for common requests
- Automated onboarding and offboarding workflows
- 24/7 support coverage with escalation to on-call
- Standardised diagnostic procedures
Results:
Freed 20+ hours per week of senior engineer time, improved employee satisfaction scores by 40%, and enabled after-hours support at zero additional cost
Multi-Location IT Services Provider
Challenges:
- •Inconsistent service quality across locations
- •Difficulty scaling to new client sites
- •High cost per ticket eroding margins
- •Complex multi-tenant environment
AI Solutions:
- Centralised AI helpdesk with per-client customisation
- Standardised ticket triage and routing
- Per-client knowledge base and SLA configuration
- Unified reporting and analytics dashboard
Results:
Reduced cost per ticket by 55%, achieved consistent SLA performance across all locations, and onboarded new clients 3x faster
Security, Compliance & Data Sovereignty
MSPs hold the keys to their clients' entire IT environments — privileged access, credentials, network maps. A security breach at an MSP can cascade across every client they serve. Our platform is built with this responsibility as the starting point, not an afterthought.
Implementation Roadmap
Helpdesk & PSA Audit
- Audit current helpdesk workflows, ticket categories, and resolution patterns
- Map PSA/RMM integrations (ConnectWise, Autotask, Datto, NinjaOne)
- Analyse top 20 ticket types by volume for AI automation candidates
- Review SLA tiers and escalation policies across client contracts
- Assess knowledge base coverage and identify documentation gaps
- Design AI deployment plan with rollback procedures and shadow mode
Level 1 AI & Ticket Triage
- Deploy AI helpdesk for top 10 ticket types (password resets, connectivity, M365)
- Integrate bidirectionally with ConnectWise/Autotask for ticket lifecycle
- Implement intelligent ticket triage and SLA-aware priority routing
- Configure proactive SLA breach alerting and auto-escalation rules
- Train support team on AI-assisted workflows and escalation procedures
- Launch in shadow mode for quality assurance before full handover
Proactive Intelligence & Scale
- Enable proactive monitoring integration with RMM alert correlation
- Deploy knowledge base AI with auto-article generation from resolved tickets
- Implement remote diagnostic workflows for complex troubleshooting
- Roll out client-facing self-service portal with AI capabilities
- Establish monthly optimisation reviews with ticket pattern analysis
- Scale AI coverage to additional ticket categories and new client accounts
Frequently Asked Questions
Give Your Engineers Back 20 Hours a Week
AI resolves password resets, triages critical tickets, and provides 24/7 helpdesk coverage so your team can focus on the complex work that grows your business and keeps clients loyal.