Introducing the ConnectWise Manage Pod: AI That Lives Where Your Engineers Already Work

Today we're announcing the general availability of our integrated Engineer Assist solution as a native pod within ConnectWise Manage. This is AI that lives exactly where your engineers already work—directly inside their ticketing system.

Meeting Engineers Where They Are

The biggest barrier to AI adoption isn't the technology—it's the workflow disruption. Every time an engineer has to open a separate application, copy ticket details, and context-switch, you lose efficiency. The friction adds up, and adoption suffers.

The ConnectWise Manage Pod eliminates this friction entirely. It's a true add-in that functions natively within ConnectWise Manage, appearing as a pod that engineers can dock wherever they prefer in their interface. No separate login. No copying and pasting. Just AI assistance that's always there when they need it.

A Feature-Rich AI Assistant

The pod isn't just a chatbot bolted onto your PSA. It's a comprehensive AI assistant with deep integration into your ticketing workflow:

Intelligent Ticket Analysis

The moment an engineer opens a ticket, the pod analyzes the issue and provides:

• Root cause identification
• Sentiment assessment
• Priority recommendations
• Similar historical tickets

Proactive Escalation & Screen Pops

The AI proactively surfaces critical information:

• Revenue leakage opportunities
• Recurring event patterns
• Multi-user outages
• VIP client issues requiring attention

Enterprise Search Across Everything

Search your entire knowledge ecosystem without leaving the ticket:

• IT Glue documentation
• SharePoint files
• Confluence pages
• Historical ticket resolutions

Ask AI

Natural language queries against your organizational knowledge:

• "How did we fix this issue last time?"
• "What's this client's network configuration?"
• "Show me similar tickets from the past month"
• Context-aware answers, not generic responses

Skills Analysis & Response Quality

One of the most powerful features of the pod is its ability to analyze and improve engineer performance:

Workflow Actions Within the Ticket

The pod doesn't just provide information—it takes action. Engineers can complete common tasks without leaving the ticket interface:

Generate Customer Communications

Create Time Entries

Log Expenses

Update Status & Category

Capture Resolution Notes

Link Related Tickets

The Bigger Picture

Individual features are valuable, but the real power comes from the compound effect. When AI assistance is always present—analyzing every ticket, surfacing relevant knowledge, catching revenue opportunities, and improving response quality—the benefits multiply:

Resolution times

Documentation

Quality

Revenue

Getting Started

The ConnectWise Manage Pod is available now for all xop.ai customers. If you're already using our platform, contact your success manager to enable the pod. New customers can be fully deployed in less than one week.

This is AI that finally makes sense for how MSP engineers actually work—not a separate tool to learn, but intelligence embedded directly into the workflow they already know.