Problem

What we hear from MSPs...

L1 Tickets Eating Margins

  • "Quick fix tickets slow down the helpdesk and escalation process."
  • "My L2 is resetting passwords instead of doing project work."
  • "I spend 50% of my time chasing people."
  • "My guy has to log into the portal, look it up, put out the quote, send the quote. Orders must be in by 4pm."
  • "There's certain tools that don't even have APIs — that requires a totally different type of automation engine."

Hiring Isn't Scaling

  • "We have to hire more people, which is more expensive."
  • "We'll have to do more with less. It's a running theme in our space."
  • "It's 11pm and tickets are piling up."

Burned by AI/Automation Tools

  • "Trainwreck of fail. Couldn't do 50% of what was claimed during the sale."
  • "Nearly full-time AI trainer on staff — 2+ years, and we're still not done."
  • "No one wants another 'AI platform' to manage."
  • "Everybody jumped off of Rewst. You need to dedicate a person — turn them into a business analyst. It takes too long."
01
Alternatives

OPTIONS

Hire More L1 Techs
Post on Indeed, wait for applicants, train for 2 months. They handle 35 endpoints each. Half quit within a year. Good for MSPs with margin to burn.
Timeline 2 – 4 months
Cost $$$$
Build Workflows (Rewst / RPA)
Powerful automation platforms — if you have a developer to build them and a dedicated admin to maintain them. Breaks on unstructured requests. Good for teams with engineering resources.
Timeline 3 – 6 months
Cost $$$
Use an AI Technician
An autonomous agent that joins your workspace, connects to your entire stack, and resolves L1 tickets end-to-end. No workflows to build. No admin to hire. Live this week.
Timeline Same week
Cost $
02
Solution

Password Reset

✓ Zero tech involvement
✓ 60–90 sec resolution
✓ Secure credential delivery via DM
✓ Ticket auto-closed with notes
Meridian Law Group › IT Support NEW
MLG-2847 hey im locked out of my email again can someone help

hey im locked out of my email again can someone help

— Susan Smith ([email protected]), 1 min ago
Activity
R
Rallied Internal Note
Matched sender to [email protected] in M365. Account status: locked after 5 failed sign-in attempts. Unlocking account and resetting password. just now
✓
Rallied
Hey Susan — your account was locked after a few failed login attempts. I've unlocked it and sent you a temporary password via DM. You'll be prompted to set a new one on your next login. Let me know if you need anything else. just now · 90 seconds total
Assignee—
PriorityMedium
ReporterSusan Smith
ClientMeridian Law Group
SourceEmail

Integrations

  • M365 / Entra ID
  • Okta / JumpCloud
  • PSA (read + write)
  • Secure DM (Slack / Teams)
04
Solution

MFA Re-Enrollment

✓ User unblocked in minutes
✓ No tech involvement
✓ Self-service re-enrollment link
✓ Works for new phones & lost devices
Apex Manufacturing › IT Support NEW
APEX-1204 Got a new phone — can't get past the MFA prompt

Got a new phone over the weekend and now I can't get past the MFA prompt for my email. It keeps asking for a code from my old phone which I already wiped.

— Brian Garcia ([email protected]), via Slack → Halp, 2 min ago
Activity
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Rallied Internal Note
Identified [email protected]. Primary IdP: Okta. Found 1 enrolled factor — Okta Verify on old device. Resetting MFA factors to allow re-enrollment. just now
✓
Rallied
Hey Brian — I've cleared your old MFA registration. Next time you log in, you'll be walked through setting up Okta Verify on your new phone. Here's a quick guide: [enrollment walkthrough link]. Let me know if you hit any issues. just now
Assignee—
PriorityMedium
ReporterBrian Garcia
ClientApex Manufacturing
SourceSlack (Halp)

Integrations

  • Okta (MFA management)
  • Entra ID / Microsoft Auth
  • PSA (read + write)
  • Knowledge delivery
05
Solution

Knowledge Lookup

✓ Instant answers in Slack / Teams
✓ No context-switching to docs
✓ Proactive issue detection
✓ Works for field techs on-site
it-support Slack
C
Casey Lackey 2:34 PM
does anyone know the wifi password for Greenfield's building B? I'm onsite and the teacher's lounge AP isn't broadcasting the guest network
R
Rallied Bot 2:34 PM
Got it —

• Staff WiFi: GFS-Staff-5G / password: Gr33nfield!2026
• Guest WiFi: GFS-Guest / password: Welcome2GFS

Also — the AP in the teacher's lounge is online but the guest network is disabled. Want me to re-enable it remotely? Should only take a second.
C
Casey Lackey 2:35 PM
oh wow yeah please do
R
Rallied Bot 2:36 PM
Done — the guest network is back up. Should show up on your device within 30 seconds.

Integrations

  • IT Glue / Hudu
  • Slack / Teams
  • RMM (proactive fix)
06
Solution

Shared Mailbox Access — With Approval

✓ Automatic manager lookup
✓ Approval routed via Slack
✓ Full audit trail
✓ Zero tech involvement
Apex Manufacturing › IT Support NEW
APEX-1210 I need access to the invoices shared mailbox

I need access to the [email protected] mailbox — my manager Diane approved it. Can you set that up for me?

— Ryan Park ([email protected]), via Email, 4 min ago
Activity
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Rallied Internal Note
Identified [email protected] as a shared mailbox in M365. Mailbox delegation requires approval. Looking up Ryan Park's manager in Okta… found Diane Chen. Sending approval request. just now
!
Rallied Approval Request
@Diane Chen — Ryan Park is requesting Full Access + Send As on [email protected]. Please approve or deny. just now
✓
Diane Chen Approved
Approved. 2 min later
✓
Rallied
You're all set, Ryan — the invoices mailbox should appear in Outlook within about 30 minutes, or you can add it manually. Approved by Diane Chen. just now
Assignee—
PriorityMedium
ReporterRyan Park
ClientApex Manufacturing
SourceEmail

Integrations

  • M365 (mailbox delegation)
  • Okta (org chart / manager)
  • PSA (read + write)
  • Slack / Teams (approval)
07
Solution

Slow Computer Diagnosis

✓ Remote device diagnostics
✓ Root cause in seconds
✓ User-confirmed remediation
✓ Script execution via RMM
Meridian Law Group › IT Support NEW
MLG-2853 My laptop has been really slow the past few days

My laptop has been really slow the past few days, it takes forever to open anything. Outlook takes like 2 minutes to load. Help?

— Kevin Williams ([email protected]), via JSM Portal, 5 min ago
Activity
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Rallied Internal Note
Matched to device DESKTOP-ML4821 in NinjaOne. Pulling diagnostics…

• CPU: 15% avg (normal)
• RAM: 14.8 / 16 GB (high)
• Disk: 92% full (critical)
• Last reboot: 22 days ago
• Pending updates: 3 (incl. cumulative) just now
R
Rallied
Hey Kevin — I checked your machine and found a few things: your disk is 92% full and it hasn't been restarted in 22 days. I can run a cleanup to free up space (usually recovers 5–10 GB). After that, I'd recommend a restart to apply pending updates. Want me to go ahead? just now
K
Kevin Williams
yes please! 1 min later
✓
Rallied
Cleanup complete — freed up 9.1 GB. You're at 79% now. Please restart when you get a chance to apply the pending updates. That should clear up the slowness. Let me know if it persists after the restart. just now · script ran via NinjaOne
Assignee—
PriorityMedium
ReporterKevin Williams
ClientMeridian Law Group
SourcePortal

Integrations

  • NinjaOne / RMM
  • Device telemetry
  • PSA (read + write)
08
Solution

Software Access — No SCIM (Adobe)

Browser agent provisions tools that have no API
✓ Browser agent for no-API tools
✓ License seat tracking
✓ Approval before provisioning
✓ Auto-deploy to device
Greenfield Schools › IT Support NEW
GFS-0391 I need Adobe Creative Cloud for a project next week

I need Adobe Creative Cloud for a design project I'm starting next week. Is that something you can set up?

— Patrick Kim ([email protected]), via Email, 6 min ago
Activity
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Rallied Internal Note
Adobe has no SCIM/API for provisioning. Using browser agent to access Adobe Admin Console. Current license usage: 15/20 seats (5 available). License assignment requires approval. Sending request. just now
!
Rallied Approval Request
Requesting approval to assign Adobe Creative Cloud license to [email protected] (5 of 20 seats remaining). just now
✓
IT Contact Approved
Go ahead. 10 min later
✓
Rallied
Adobe Creative Cloud has been licensed and installed on your machine. You should see it in your Start menu. Sign in with your work email. Let me know if you need anything else. just now · browser agent + NinjaOne deploy
Assignee—
PriorityLow
ReporterPatrick Kim
ClientGreenfield Schools
SourceEmail

Integrations

  • Browser agent (Adobe Admin)
  • NinjaOne (deploy)
  • PSA (read + write)
  • Approval routing
09
Solution

Employee Onboarding

✓ 6 systems from 1 request
✓ Approval before provisioning
✓ Credentials sent before start date
✓ Full audit trail
Apex Manufacturing › IT Support NEW
APEX-1215 New hire starting Monday — Taylor Lee, Marketing Coordinator

New Hire Request

Full NameTaylor Lee
TitleMarketing Coordinator
DepartmentMarketing
Start DateMonday, Feb 24
Work ModelHybrid — Dallas office
Personal Email[email protected]
SoftwareAdobe Creative Cloud
— Diane Chen (HR Director), via JSM Portal, 10 min ago
Activity
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Rallied Internal Note
Parsed request: New hire Taylor Lee, Marketing Coordinator, hybrid/Dallas, needs Adobe CC. New user provisioning requires approval. Sending approval request. just now
✓
IT Contact Approved
Go ahead. 5 min later
R
Rallied Internal Note
Executing onboarding playbook for Apex Manufacturing:

✓ Okta: Created [email protected], assigned to all-staff, marketing, dallas-office
✓ Google Workspace: Account provisioned via Okta sync, added to marketing-all
✓ Microsoft 365: Licensed M365 Business Standard, mailbox configured
✓ Adobe: Creative Cloud license assigned via browser agent (16/20 seats)
✓ NinjaOne: Tagged LAPTOP-0091, deploying standard stack + Adobe CC just now
✓
Rallied
Taylor Lee's onboarding is complete. All accounts created, laptop configured, licenses assigned. Temporary credentials sent to [email protected]. Welcome message posted to #apex-it-support. just now · 6 systems provisioned
Assignee—
PriorityMedium
ReporterDiane Chen
ClientApex Manufacturing
SourcePortal

Integrations

  • Okta / Entra ID
  • M365 / Google Workspace
  • Adobe (browser agent)
  • NinjaOne (device config)
  • PSA (read + write)
10
Solution

VPN Breaking Cloud Apps

Cross-stack diagnosis: 4 tools queried simultaneously to find root cause
✓ 4 tools queried in parallel
✓ Root cause in 45 seconds
✓ Correlates across systems
✓ Remote config push via RMM
Meridian Law Group › IT Support NEW
MLG-2861 Can't open files in Google Drive or SharePoint since yesterday

I can't open any files in Google Drive or SharePoint since yesterday. Everything just spins and eventually times out. Other websites work fine. Really need this fixed, I have briefs due tomorrow.

— James Smith ([email protected]), via JSM Portal, 8 min ago
Activity
R
Rallied Internal Note
Gathering context from multiple tools simultaneously…

NinjaOne (DESKTOP-ML4821): Network OK, browser OK, disk/CPU/RAM normal. New software: Cisco AnyConnect VPN installed yesterday.

Google Workspace: Last successful Drive access 2 days ago. Account active, no issues.

Microsoft 365: SharePoint healthy. Last access 2 days ago.

Okta: SSO tokens valid. Authentication normal. just now
R
Rallied Internal Note
Root cause identified: New VPN client installed yesterday + Drive/SharePoint broke yesterday + other sites work fine = VPN is tunneling Google/Microsoft traffic instead of split tunneling. Need to update VPN config to exclude cloud endpoints. just now
R
Rallied
Hey James — I think I found it. A new VPN client was installed on your machine yesterday, and it's routing your Google and Microsoft traffic through the tunnel instead of going direct. I can push a config update to fix this — takes about 2 minutes and won't disrupt your other work. Want me to go ahead? just now
J
James Smith
yes!! please fix it asap 1 min later
✓
Rallied
Fixed — deployed split tunnel config update via NinjaOne. Google Drive and SharePoint should work now. Please try loading a file and let me know. just now · 4 tools queried, root cause in 45 seconds
Assignee—
PriorityHigh
ReporterJames Smith
ClientMeridian Law Group
SourcePortal

Integrations

  • NinjaOne / RMM
  • Google Workspace
  • Microsoft 365
  • Okta (SSO status)
11
Solution

Software Request — Approval Routing

No approval policy was configured. Rallied figured out the approval chain from ticket history.
✓ No pre-built policy needed
✓ Learned from past tickets
✓ Correct approver identified
✓ Auto-provision after approval
Apex Manufacturing › IT Support NEW
APEX-1228 Can I get Adobe Illustrator? I need it for the trade show materials.

Can I get Adobe Illustrator? I need it for the trade show materials next month. Thanks!

— Maria Gonzalez ([email protected]), via JSM Portal, 3 min ago
Activity
R
Rallied Internal Note
No approval policy defined for Adobe CC requests. Checking previous requests…

Found 4 past Adobe CC tickets:
• APEX-1108 — approved by dept head (Tom Chen)
• APEX-1134 — approved by dept head (Lisa Park)
• APEX-1167 — approved by dept head (Tom Chen)
• APEX-1201 — approved by dept head (Diane Chen)

Pattern: all Adobe CC requests were approved by the requester's department head. Maria Gonzalez reports to David Kim (Marketing Director). Routing approval to David Kim. just now
!
Rallied Approval Request
@David Kim — Maria Gonzalez is requesting an Adobe Creative Cloud license for trade show materials. 3 of 20 seats remaining. Approve? just now
✓
David Kim Approved
Yes, go ahead. 8 min later
✓
Rallied
Done, Maria — Adobe Creative Cloud is licensed to your account and deploying to your laptop now via NinjaOne. Should be in your Start menu in about 10 minutes. Sign in with your work email. just now · browser agent + NinjaOne deploy
Assignee—
PriorityLow
ReporterMaria Gonzalez
ClientApex Manufacturing
SourcePortal

Integrations

  • PSA (ticket history)
  • Okta (org chart / manager)
  • Browser agent (Adobe)
  • NinjaOne (deploy)
12
Solution

Ticket Pattern Detection

Nobody asked Rallied to investigate. It noticed a pattern across incoming tickets and acted on its own.
✓ Auto-detected pattern
✓ Service health correlated
✓ Users notified proactively
✓ 0 tech time on triage
TechPower Internal › #rallied-alerts ALERT
PROACTIVE Rallied detected a pattern: 4 Outlook sync failures at Meridian Law in 25 minutes

This alert was generated proactively by Rallied — no human requested it.

— Rallied (automated), just now
Activity
R
Rallied Pattern Detected
4 tickets opened at Meridian Law Group in the last 25 minutes, all reporting Outlook not syncing:

• MLG-2870 — Susan Smith: "email stopped syncing"
• MLG-2871 — Kevin Williams: "outlook won't refresh"
• MLG-2872 — James Smith: "no new email since 10am"
• MLG-2873 — Diane Palmer: "outlook keeps saying disconnected"

This looks like a client-wide issue, not 4 individual tickets. Investigating. just now
R
Rallied Internal Note
Checked M365 service health for meridianlaw.com tenant — found active incident EX498271: "Users may be unable to access Exchange Online mailboxes." Microsoft ETA for resolution: 2 hours.

Linking all 4 tickets to parent incident. Sending status update to affected users. just now
R
Rallied
Posted to #meridian-it-support:

"Heads up — Microsoft is experiencing an Exchange Online issue affecting email sync for Meridian Law Group. Microsoft is aware and estimates a fix within 2 hours. I've updated all open tickets. No action needed from your side — I'll follow up when it's resolved." just now
R
Rallied Internal Note
Holding all 4 tickets open. Will auto-resolve and notify users when Microsoft marks EX498271 as resolved. Any new Meridian Outlook tickets in the next 2 hours will be auto-linked to this incident. just now · 4 tickets correlated, 0 tech time
Assignee—
PriorityHigh
Related Tickets4 linked
ClientMeridian Law Group
SourceAuto-detected

Integrations

  • PSA (real-time monitoring)
  • M365 Health API
  • Slack / Teams (alerts)
  • Auto ticket correlation
13
Solution

Vague Request — No Runbook

No runbook exists for this request. Rallied figured out what to do from 18 months of ticket history.
✓ 14 past tickets analyzed
✓ Docs cross-referenced
✓ Remote fix executed
✓ No runbook needed
Greenfield Schools › IT Support NEW
GFS-0412 printers not working again

printers not working again in building B. Can someone come look at it?

— Rachel Torres ([email protected]), via Email, 5 min ago
Activity
R
Rallied Internal Note
Vague request: "printers not working again in building B." No specific printer, no error description. Checking context…

Ticket history: Found 14 previous printer tickets for Greenfield Schools building B. 11 of 14 involved the Printix print server going offline. Last occurrence: GFS-0389, 3 weeks ago, resolved by Casey Lackey by restarting the Printix service on GFS-PRINTSVR-02.

IT Glue: Pulled article "Greenfield — Building B Print Infrastructure." Print server: GFS-PRINTSVR-02. Covers HP LaserJet fleet on 2nd and 3rd floors.

NinjaOne: Checked GFS-PRINTSVR-02 — Printix Print Service status: Stopped. Last crash: 12 minutes ago. just now
R
Rallied Internal Note
Root cause matches the most common pattern for this client/location. Restarting Printix service on GFS-PRINTSVR-02 via NinjaOne. Categorizing as: Printing > Print Server > Service Crash (from past tickets, no runbook needed). just now
✓
Rallied
Hey Rachel — the print server for Building B had crashed. I've restarted it and all printers should be back online now. Can you try printing again? just now · 3 tools queried, resolved from ticket history pattern
Assignee—
PriorityMedium
ReporterRachel Torres
ClientGreenfield Schools
SourceEmail

Integrations

  • PSA (ticket history)
  • IT Glue / Hudu
  • NinjaOne / RMM
14