Agent-X

Beta, October 2026

Tier one is going away. Make sure it goes through you.

AI is going to take level one and a good part of level two off service desks across this industry, whether any individual MSP plans for it or not. Agent-X puts that in front of your clients under your name, through your PSA, with your engineers one tap away. The work gets deflected. The relationship, and the revenue, stay yours.

Join the October beta How you control what it does

The Agent-X chip on a circuit board, resolving tier-one tickets as they rise

We have done this before

The last time this happened, it took about three years.

Around 2009 remote monitoring and the remote help desk moved support off the client’s site and onto yours, and inside about three years desk-side work went from the model to the exception. That shift, and what it cost the MSPs who waited.

This is the same move one layer up: level one leaving your desk for software your clients use directly. The difference is that you can run it inside the framework you have already built, rather than watching it arrive from outside.

The question worth sitting with

What does your help desk look like without any of this?

Not fewer of them. None of them. Work through your own queue for last month and take these out of it, then ask what your engineers would have spent that time on instead.

Password resets: The single highest-volume ticket on almost every service desk, and the one with the least skill in it.
MFA lockouts: The new phone, the lost authenticator, the expired password on a Monday morning. Currently an identity check over the phone and an engineer's time.
A Bluetooth headset that will not pair: Four minutes before the client call it was bought for.
Somebody who cannot get into a Teams meeting: That started six minutes ago, which means the ticket is already urgent by the time it reaches anyone.
Access to a channel, a list or a shared mailbox: Routed to whoever actually owns it, approved in the app, carried out on approval. Your engineers were never the right approver for this.
Print queues, VPN, OneDrive, Outlook, network drives: The reversible desktop work that fills a tier-one queue and teaches nobody anything.

And when it cannot resolve it

Everything the user tried comes with them.

The conversation, the diagnostics that ran, what was checked, what was ruled out and what was offered and declined, all carried forward into the chat session or the ticket. Your engineer picks it up with the first twenty minutes already done, and the ticket never claims work that was not performed. No wasted movement, even on the ones it loses.

Diagnose, fix, and the ticket is already written.

Resolved tickets carry an Agent-X status and an Agent-X source, alongside type, subtype and priority. The outcome and the origin are both reportable, so you count what it deflected with an ordinary report in your own PSA rather than taking our dashboard’s word for it.

How it actually reasons

“My laptop has got really slow.”

Which means nothing, and could mean a dozen things. This is the ticket that proves whether an agent is a chat box with a script behind it or something that triages. It works the problem in the order a good engineer would, and it does not ask the user to diagnose themselves first.

Uptime: When was this machine last actually rebooted, rather than closed and opened.
Patching: Is Windows current, and is there an update sitting half-applied.
Resources: What is consuming the CPU and the memory right now, and would you like the two worst offenders stopped.
Disk: Free space, disk health, and whether a full volume is the real cause.
Network: Whether this is the machine at all. Speed test, DNS, and the connection itself.
VPN: Whether everything is being routed down a tunnel that should not be carrying it.

Seventeen read-only diagnostics run automatically, because nothing changes when they do. Anything that alters the machine is reversible and low-stakes, and the person at the keyboard confirms it before it happens.

What comes off the desk

20–40%

of level one. Our estimate, not a measurement.

We have not measured this across a customer base yet, so we are calling it what it is. It is the figure we plan against and the one we would model with in your position, and we would rather show you that than quote a number we cannot source. Plan your staffing and your agreements around the low end, because a deflection figure you have to defend to your own board should be the cautious one.

Our projections, stated as projections

50–70%: of level one, within the first year
30–40%: of level two, within the first year

Further out than the estimate above, and no more measured. The beta cohort is what turns any of these into data, and when it does we will publish what actually happened, including if it is lower.

Time to value

Three connections, and it works.

Automation platforms have a reputation in this industry, and it is deserved: months of configuration, a workflow builder somebody has to own, and a pilot that quietly stops. Agent-X is not that, because the agents are grounded in the desktop operating system rather than assembled out of steps you define. There is nothing to build before it does something useful.

01
Consent once in Entra
The client's Microsoft 365 admin grants consent. That is single sign-on and the permissions in the same step, and there is no app registration for you to build.
02
Connect their ConnectWise Manage record
So the agent knows the company, the contacts and the boards, and so tickets land where your dispatcher expects them.
03
Connect their IT Glue record
So the answers your engineers already wrote down are available to the person asking.

Your clients’ staff sign in with the Microsoft credentials they already have. No new account, no password to issue, no enrolment campaign. Everything else is handled for them.

end-user tools on Windows

end-user tools on macOS

A handful of the local remediation tools are Windows only, because the thing they restart or repair is. Identity, access and tickets are identical on both. One client with eight Macs is enough to make a Windows-only agent something you have to explain.

Capability surface and governance

Eighty tools. Twelve decisions.

Every tool the agent has belongs to one group, and every group has one setting. You answer twelve questions at onboarding rather than eighty, and your answers become the policy the agent runs under. Set once for your MSP, overridden per client.

The six positions

Automatic: The agent does it, and records that it did.
The user confirms: The person at the keyboard approves first.
Ask the resource owner: Routed to whoever owns that Team, list or site.
Ask an engineer: Held for one of your engineers to approve.
Off: Not offered at all. The agent will not mention it.
Not governed: Conversation mechanics. Blocking these breaks the chat rather than securing it.

The twelve groups, and where each ships before anybody changes it

Look at this machine: 17; Automatic
Look up people and groups: 14; Automatic
Their own tickets: 4; Automatic
Look up customer records: 2; Automatic
Fix this machine: 12; The user confirms
Their own credentials: 4; The user confirms
Who can see what: 8; Ask the resource owner
Act as the organization: 4; Ask an engineer
Other people's devices: 6; Ask an engineer
Ticket administration: 2; Off
Anything arbitrary: 3; Off
Talking to the user: 4; Not governed

Owner approval for the client’s own internal resources, engineer approval for anything that acts as the organization or touches another person’s machine. Four groups ship automatic because nothing changes when they run, two are off, and one is not a capability at all.

The rule that matters

What a tool is advertised as being able to do never overrides the position you set for that client.

A capability set to off is not offered and not mentioned. The agent does not negotiate with a user about it, and it does not route around your answer by rephrasing the request.

What it means to each of you

Four people have to agree. They are not agreeing about the same thing.

The owner, and leadership

This transition is going to happen to your business. This is how it happens on your terms.

Tier-one volume is going to fall across this industry, and the price per user your clients will accept is going to move with it. The MSPs who get there first deliver the same agreement at a lower cost to serve and keep the difference.

The part that matters strategically is who owns the relationship when it happens. If the deflection arrives through an application carrying your name, wired to your PSA, with your engineers one tap away, then you are the one who modernized their support. If it arrives some other way, you are the one who got disintermediated.

The service manager

Your queue stops being full of work that teaches nobody anything.

What leaves the queue is the reversible, low-skill, high-volume end of it. What stays is the work your engineers are actually good at, which is also the work they want.

And what arrives has already been worked. Every escalation carries what the user tried, what the agent checked and what it found, so nobody restarts the diagnosis. You also decide, per client, what the agent is allowed to do without asking anybody.

Your engineers

They stop being the password reset desk.

Seventeen read-only diagnostics have already run before a ticket reaches them. The tedious half of tier one never arrives at all, and what does arrive is further along than it would have been.

The same platform gives them Assist-X inside the PSA, so the ticket they pick up is also the ticket that writes itself.

Your clients

Evidence that they picked the right partner, every single day.

Their staff get a resolution in the moment instead of a queue position, on their own desktop, in an application with their IT provider's name on it. The locked-out person gets themselves back in at seven in the morning without waiting for anybody.

Most MSPs are judged on a response time their clients cannot observe. This is the rare thing an end user notices and forms an opinion about, and the opinion lands on you.

Where this goes

Agent-X Advanced

The hard part was never the workflow. It was the approvals.

Everything on this page is IT work, because that is where the volume is and where you already have the right to act. But an approval routed to a resource owner, carried out on a Go-ahead button and recorded in a ticket is not an IT-specific idea. It is the shape of most business process.

Which is what Agent-X Advanced is: the same architecture, the same identity and the same approval model, pointed at the applications your client runs to operate their business rather than the ones you support for them. You build those automations, per client, and you sell them.

What you can build and sell on top of this

Being honest about timing

Agent-X is the October beta and this page is what it does. Advanced follows in beta later in the quarter, and only for MSPs already running Agent-X, because it is built on top of it. Unbounded execution ships off by design, in both.

Also coming: malicious email triage

Every MSP is buried in forwarded emails asking whether something is a phishing attempt. The agent will take the report, assess it, and handle the tedious part of processing it, so a security-positive habit you actually want from end users stops costing your desk an hour a day.

What it refuses

Some limits are not settings.

Your clients will ask you these questions. There is a security page written so you can forward it under your own cover note.

Administrator accounts are refused outright, and the check fails closed.
An account disabled in Microsoft 365 cannot self-recover, checked at the moment of the action rather than at sign-in.
A request cannot name an account. It acts on the person making it, never on a colleague.
A temporary password is never written into the ticket or the chat record. Your engineers do not see it either.
Unbounded execution is off. A shell, or a runbook that can name any operation, cannot be reasoned about in advance, so it stays off unless you deliberately turn it on.
Ticket administration is off. An end user setting priority or logging their own time corrupts your reporting.

Whose product it is

Your name on it.

Agent-X can be branded to your MSP: your name, your colors, your tone of voice. The application your clients’ staff open every day can be yours rather than a vendor’s, which is the difference between reselling a tool and having a product.

It is also why there is no end-user marketing on this site. Their staff are your audience, not ours, and we have no interest in building a relationship with them around you. How the resale works.

Be the MSP the others are trying to catch.

The October beta is a small group, and the MSPs in it help decide what the next release reaches. It is also the cohort that turns our projections into numbers, which means they will know before anybody else what this actually takes off a service desk.

Join the October beta See the engineer side