ai-ticket-resolution.exe

Automate up to 60% of the grunt work with AI ticket resolution for MSPs

Password resets, lockouts, mailbox access, onboarding. Rallied reads the ticket in your PSA, checks the client’s live systems, runs the approved fix, and tells the user what happened. The ticket comes back closed, with the notes and time entry already written.

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How it works

Rallied works the ticket the way your best tech would, inside the PSA you already run.

First touch on every ticket.: When a ticket reaches the status you choose, Rallied reads the request, the client’s instructions, the requester’s history, and how the last one like it was fixed.
Diagnosis from live system state.: It checks Microsoft 365, the RMM, and the client’s documentation in IT Glue or Hudu, then looks for a matching workflow before choosing an action.
Resolution written back to the PSA.: It runs the approved fix, tells the user what happened, writes the notes and the time entry, and closes the ticket.

Josh Clement7:37 AM

I’d like to ensure all the emails are getting where they should go. [email protected] should go to: Josh Clement, Andrea Cook, John Johnson, Rodney Polly… Please update these lists to reflect only the users as listed and remove all others.

RalliedInternal7:40 AM

These lists are directory-synced from on-prem AD, so the agent will run the PowerShell script on domain controller THDADSW01, then trigger a delta Azure AD Sync.

Action plan

✓ Diagnose distribution lists and target users
⌛ Update group memberships in Active Directory on THDADSW01 · pending ticket owner approval
⌛ Trigger Azure AD Sync cycle · pending ticket owner approval

Mike Reynolds7:43 AM

approved

RalliedInternal7:44 AM

The PowerShell script ran on THDADSW01 and a delta Azure AD Sync propagated the changes to Microsoft 365. parts@, service@, and [email protected] now contain only the requested users.

Workflow executed

✓ Diagnose distribution lists and target users
✓ Update group memberships in Active Directory on THDADSW01
✓ Trigger Azure AD Sync cycle

Approvals and controls

Look up user profile AutoApprovalOff

List group memberships AutoApprovalOff

Reset user password AutoApprovalOff

Add user to group AutoApprovalOff

Delete user AutoApprovalOff

You set the boundaries, per action and per client.

Auto, approval, or off, for each action.: Lookups run on their own while a password reset waits for a technician’s sign-off. Different clients can run different rules.
Start in Plan Mode.: Rallied posts the exact steps it would take on real tickets without touching a system. Widen access as it earns it.
Clean handoffs.: When it isn’t sure, the ticket goes to a tech with the diagnosis already in the notes. Hardware, onsite work, and security incidents always go to your team.

Use cases

Each of these arrives as a ticket in your PSA, and Rallied works it end to end.

Password resets

Verifies the requester, clears the lockout, issues a temporary password, and closes the ticket.

MFA re-enrollment

Resets the old factor and walks the user through enrolling their new device.

Shared mailbox access

Collects the client’s required approval, then grants delegation in Microsoft 365.

Distribution lists

Updates memberships in Active Directory and syncs the change to Microsoft 365.

Onboarding

Creates the account, assigns groups and licenses, and notifies the manager before day one.

Offboarding

Disables the account, removes licenses, and converts the mailbox to shared.

Software licenses

Assigns a free seat when one exists, or purchases a license after approval.

Resetting printers

Clears the stuck queue and restarts the spooler on the endpoint.