Engineers Never Have Time for Client Documentation. Introducing Auto Client Documentation from xop.ai
Introducing Auto Client Documentation — the industry's first AI that detects missing or outdated documentation in real time, creates the ticket, and drafts the documentation for you. Directly inside IT Glue.
There's a problem as old as managed services itself: engineers never have time to document. And even when they do — where do they start? The client's IT Glue is a graveyard of stale articles, half-finished procedures, and entire environments with no documentation at all. Everyone knows it's a problem. Nobody has time to fix it.
Until now. We've shipped a feature that solves both sides of the documentation crisis — the time problem and the starting point problem — and it works automatically, inside the tools your engineers already use.
The Documentation Crisis in Numbers
Of client documentation is missing or out of date at the average MSP
Average time to write a quality documentation article from scratch
How often most engineers go back to update documentation after resolving a ticket
The result? Engineers waste time re-solving problems that were already solved. New hires struggle with undocumented environments. Knowledge walks out the door when people leave.
How Auto Client Documentation Works
Auto Client Documentation is built into the Ask AI chatbot that engineers already use every day across our platform. Here's the flow — it's deceptively simple because the complexity lives in the AI:
From Question to Documentation — Automatically
Engineer Asks AI
Engineer asks a question about a client environment via Ask AI
Gap Detected
AI finds the answer but detects the documentation is missing or outdated
One-Click Ticket
Engineer clicks "Create Documentation Ticket?" — PSA ticket created in client name
AI Drafts the Doc
AI starts writing the documentation directly in IT Glue — with a link to review
The engineer doesn't have to stop what they're doing. They don't have to write anything. They don't even have to open IT Glue. They click a button, and the AI takes care of the rest — creating a PSA ticket for tracking, and drafting the documentation directly in IT Glue using everything it knows: historical tickets, existing documentation, vendor data, and the resolution context from the current interaction.
A link to the draft article is included in the ticket, so a future engineer (or the same one, when they have time) can review, refine, and publish it. But here's the thing — the AI typically completes 50–80% of the documentation on its own. In many cases, the draft is ready to publish with minimal edits.
What Does This Look Like in Practice?
Every time an engineer asks a question and the AI detects a documentation gap, it's an opportunity to improve your knowledge base. Here are real-world scenarios where Auto Client Documentation kicks in:
"How do I connect to the VPN for Acme Corp?"
Gap Detected: No IT Glue article exists for Acme Corp VPN configuration
AI Action: AI drafts a complete VPN setup guide using historical ticket resolutions and existing network documentation
"What's the process for onboarding a new user at Contoso?"
Gap Detected: Onboarding doc is 18 months out of date — missing new MFA requirements and Teams provisioning
AI Action: AI creates an updated onboarding checklist pulling from recent tickets where engineers completed these steps
"Their backup job is failing — what's the retention policy?"
Gap Detected: No backup configuration document exists for this client
AI Action: AI generates a backup configuration doc from ticket history, vendor portal data, and existing infrastructure notes
"How do I reset the admin password on their firewall?"
Gap Detected: Firewall credentials and access procedures not documented
AI Action: AI drafts a network device access procedures document with steps extracted from past engineer interactions
"What printers do they have and how are they configured?"
Gap Detected: Printer fleet documentation missing entirely
AI Action: AI compiles printer inventory and configuration details from historical tickets and device management data
"Is their SQL Server still on that old version?"
Gap Detected: Server documentation exists but hasn't been updated in 2 years
AI Action: AI flags the stale doc and creates an updated version incorporating recent patching and upgrade tickets
Notice the pattern: the engineer didn't set out to write documentation. They were trying to solve a problem. The AI found the answer and identified the documentation gap and fixed it — all in the same interaction. That's the breakthrough.
The Math: From 30% to 80%+ Documentation Coverage
Most MSPs we talk to estimate they're sitting at around 30% documentation coverage — meaning 70% of their client environments are either undocumented or working off stale, unreliable articles. That's not an estimate pulled from thin air. It's the reality of running a service desk where documentation always loses to the next ticket in the queue.
Documentation Coverage Trajectory
Of each doc drafted automatically by AI
Documentation development time vs. manual
Engineers click one button — AI does the rest
Here's what makes this different from a "documentation initiative" or a quarterly audit: it happens organically, every single day, as a natural byproduct of engineers doing their jobs. Every Ask AI interaction is an opportunity to improve the knowledge base. Over six months, the compounding effect is transformative — we expect MSPs using this feature to reach 80%+ documentation coverage and accuracy.
Why This Was Impossible Before
The reason documentation has always been broken in MSPs isn't laziness. It's a fundamental conflict between two realities:
The Old Way
- ✕Engineer resolves ticket, moves to the next one — no time to document
- ✕Manager creates "documentation day" — engineers dread it, output is minimal
- ✕Even motivated engineers don't know where to start — the gaps are overwhelming
- ✕Stale docs are worse than no docs — engineers stop trusting IT Glue
- ✕New hire spends hours re-solving problems that were already solved
With Auto Client Documentation
- ✓AI detects gaps in real time, as engineers work — no context switching
- ✓One click creates the ticket and starts drafting the doc automatically
- ✓AI knows where to start — it has access to tickets, existing docs, and vendor data
- ✓Docs are drafted with current, accurate information from real resolutions
- ✓New hire finds a comprehensive, AI-maintained knowledge base on day one
It Works Everywhere Your Engineers Work
Auto Client Documentation isn't limited to a single PSA or deployment model. It works across all of our applications — embedded and standalone — for every major PSA platform:
ConnectWise
Available Now
Halo PSA
Available Now
Autotask
Available Now
ServiceNow
Available Now
What Powers the AI Drafts
The AI doesn't guess. It builds documentation from real data across your entire ecosystem:
Historical Tickets
Past resolutions
Existing IT Glue Docs
Related articles
SharePoint & More
250+ integrations
Current Interaction
Resolution context
The Compounding Effect: Documentation Gets Better Every Day
Here's what makes this truly powerful: it's a flywheel. Every documented gap makes the next documentation draft better. Every published article gives the AI more reference material to work with. Every engineer interaction teaches the system more about your client environments.
The Documentation Flywheel
Month 1–2
- Engineers adopt the one-click workflow naturally
- Highest-traffic documentation gaps filled first
- AI draft quality: 50–60% complete on average
Month 3–6
- Documentation coverage approaches 80%+
- AI drafts improve to 70–80% complete with richer context
- Engineers start trusting IT Glue again — it's actually useful
This isn't a documentation project with a start and end date. It's a permanent change to how your MSP builds and maintains knowledge. Documentation stops being a chore and becomes a natural byproduct of doing the job.
Who Benefits and How
Engineers
Stop dreading documentation. One click is all it takes. The AI handles the heavy lifting — and the doc that gets created helps the next engineer (or you, three months from now).
Service Managers
Watch documentation coverage grow without scheduling a single documentation sprint. Track gaps being filled in real time via PSA tickets. Onboard new hires faster.
MSP Owners
Reduce mean time to resolution. Lower escalations caused by missing documentation. Build a knowledge base that makes your business more valuable and less dependent on any single engineer.
No One Else Is Doing This
We've looked. No other MSP AI platform detects documentation gaps in real time, creates tickets for tracking, and drafts the documentation directly inside your documentation platform. Other solutions might help you search existing docs faster — but none of them create the docs that don't exist yet.
That's the difference between AI that reads your documentation and AI that writes your documentation. Auto Client Documentation doesn't just make your existing knowledge base more accessible — it makes it more complete, every single day.
Your IT Glue Doesn't Have to Be a Graveyard
See how Auto Client Documentation transforms your knowledge base from 30% to 80%+ coverage — without adding a single hour to your engineers' day.