In 2024 we started Fixify with a big idea: the IT help desk was ready for a reinvention.
We believed that combining smart technology with thoughtful, experienced people could fundamentally change how IT support gets delivered. Not just make the help desk faster or cheaper, but create a better experience for everyone involved.
Today, we're excited to announce the next chapter in that journey. Fixify is going all-in on managed service providers (MSPs), bringing agentic AI to the L1 service desk to help MSPs deliver better service, improve margins, and grow faster without growing their L1 headcount as fast.
It's a significant evolution for our business, and one we're pretty darn excited about.
Here's how we got here.
We started with the help desk. Then we started asking bigger questions.
When we launched Fixify, we focused on helping internal IT teams at growing companies. We combined our AI-powered automation platform with 24/7 oversight from our own IT analysts to take repetitive support work off busy IT teams' plates.
Along the way, we learned a good bit about what makes help desks tick. Three lessons stood out:
- Support work is repetitive, but rarely as simple as it looks. A password reset might be straightforward, or it might involve identity verification, approvals, and company-specific processes.
- Automation only delivers its full value when it finishes the job. Automating three-quarters of a request might look impressive on a dashboard, but the technician who has to finish the remaining quarter probably isn't celebrating.
- The best results come from combining AI and people. Give AI the work it's good at. Give people the judgment and oversight they're good at. Then, keep improving that division of labor.
As our technology evolved and AI agents became capable of doing more of the actual work, a funny thing happened. We started getting calls from MSPs asking if we could help them.
At first, we thought they had the wrong number.
Then we started asking ourselves a bigger question: What if we could bring everything we'd built and learned to the companies that deliver IT support for thousands of other businesses?
The MSP growth trap: more clients, more tickets, more techs
MSPs are full of technically sharp, resourceful people who care deeply about their customers.
They're also running businesses with some pretty unforgiving economics.
Win a new customer? Great! More users, more devices, more tickets.
Want to maintain great service? You'll probably need more technicians.
Want better margins? You'll need to make those technicians more productive.
Repeat.
One leader at a large MSP we spoke with was managing roughly 10,000 tickets a month with 119 people supporting them. His reaction? "It's freaking wild."
Another service desk manager described an automation project that would take 20 hours to build but save 100 hours of technician time. The return was obvious. The problem?
"We don't really have the 20 hours right now."
We've heard versions of that story dozens of times.
MSPs know which tickets are eating into their margins. But the senior technicians who could automate that work are often the same people too busy resolving tickets to build the automation.
It's a frustrating catch-22.
What struck us wasn't that MSPs needed more automation tools. There are already plenty of those.
They needed a fundamentally better way to get the work done.
What agentic AI means for the MSP service desk
For years, IT automation has largely been about predefined workflows: when X happens, do Y.
That's useful, but limiting. Real IT requests involve different systems, policies, customers, and plenty of unexpected twists. Traditional automation works well when everything follows the script. Trouble starts when it doesn't.
Agentic AI opens up a different possibility.
Instead of following a rigid sequence, AI agents can understand requests, gather context, develop plans, use tools, and take actions toward a goal. They can adapt when circumstances change and involve humans when judgment or authorization is needed.
Consider an application access request.
One customer might require adding a user to a group in Microsoft Entra ID. Another might require manager approval, a license check, and provisioning through a different identity provider.
Traditional automation would require different workflows for those scenarios. An AI agent can navigate the differences using the right tools, client-specific instructions, and approval policies.
And most importantly, it can work the request from start to finish, not just automate individual steps.
We're already seeing this evolution in real IT environments. In our 2026 Agentic AI in IT report, we analyzed nearly 18,000 agentic plans and more than 147,000 actions. In just four months, AI's share of plan actions grew from 23% to 41%, while the rate at which our analysts declined AI-proposed actions fell from 27% to 16%.
AI is moving from helping technicians do the work to doing more of the work itself.
For MSPs, where every repetitive ticket consumes capacity and affects profitability, that's a pretty exciting development.
Meet Fixify for MSPs
Fixify is managed AI automation for MSPs. Our AI agents work tier-1 service desk tickets from first touch through resolution, with 24/7 human supervision.
We've built our approach around five principles.
1. Finish the ticket. Don't just automate a few steps.
One MSP CTO told us about an automation platform his company abandoned after a year. It completed roughly 75% of new-user provisioning tasks, but technicians still had to investigate and finish the remaining work.
For MSPs, the economics change when the entire ticket disappears from the queue.
Fixify's AI agents gather context, follow client-specific playbooks, work across supported systems, request approvals, and carry tickets through resolution.
We won't resolve every ticket. But our goal is to finish the ones we take on, not hand your technicians a half-finished assignment.
2. Give AI agents real work, with human oversight.
We're big believers in AI agents. We're also big believers in knowing when humans need to be involved.
Our AI agents plan and execute work while experienced Fixify analysts supervise them around the clock, handling exceptions and intervening when judgment is needed.
As agents prove themselves, more work can be automated within approved boundaries.
3. Work in your PSA, not alongside it.
The last thing an MSP needs is another place to manage tickets or another screen to monitor.
Fixify works inside your existing PSA, whether that’s ConnectWise, Autotask, HaloPSA or NinjaOne. Our AI agents pick up requests, perform the work, and record actions, updates, and communications back in the system your technicians already use.
Your team retains visibility without managing another ticketing operation.
4. Make automation adapt to your clients, not the other way around.
Every MSP customer has different technologies, policies, and processes.
Fixify uses natural-language playbooks to guide AI agents through those client-specific requirements, without requiring senior technicians to build custom scripts for every variation.
And because we manage the automation, your team doesn't have another platform to configure, troubleshoot, and maintain.
5. Pay for resolved tickets, not automation promises.
Most automation vendors charge for access to technology. Whether it saves you time and money is largely your problem.
We think there's a better way.
With Fixify, you pay for tickets we successfully resolve. Not per technician, endpoint, or client.
It may sound a little old school, but we think our economics should depend on delivering results.
We're starting where we can make a real difference
We're not going to claim AI agents can magically resolve every IT request. They can't. And frankly, the industry could use a little less magic in its marketing.
We're starting with repetitive L1 work: password resets, account lockouts, MFA issues, application access, group membership changes, and supported onboarding and user administration tasks.
That may not sound like a complete reinvention of the service desk.
But imagine if 2 of every 5 tickets no longer required a technician.
Your team gains capacity without adding L1 headcount. Experienced technicians spend more time on higher-margin services. You can provide 24/7 coverage for supported requests without staffing an overnight shift.
And you start breaking the connection between growing your customer base and growing your support costs.
That's a much more interesting outcome than simply processing tickets faster.
Why MSPs and why now
When we started Fixify, we believed AI should make people's work better, not just give them more technology to manage.
We still believe that. More than ever.
What's changed is our understanding of where we can have the greatest impact.
MSPs are at a moment when AI is becoming capable of something genuinely new: not just answering questions or suggesting solutions, but taking on real work.
We believe MSPs that put AI agents to work effectively will be able to serve more customers, deliver better experiences, and build healthier, more scalable businesses.
We're excited to help make that happen.
To our early customers, the MSP leaders who've shared their experiences, and the Fixins who've poured their energy into this next chapter: thank you. We're only getting started.
If you're an MSP, we'd love to show you what we've been building.
Better yet, let's start with your own tickets. Share 90 days of ticket history, and we'll help you identify what Fixify could resolve and what it could mean for your capacity and margins.
