Shift happens.

Tier 1/2 support is going agentic.

Under your brand. Inside your PSA.

MSPs have made this kind of shift before, from the engineer in a car to the remote help desk and RMM. This one is moving far faster. In 45 minutes, Matt Ruck lays out what it means for an owner and shows Agent-X live, the newest part of a platform that already puts AI to work across your engineers, your phones, your field team and your leadership.

Free, on Microsoft Teams. About 70% live demo and 30% Q&A.

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

The MSP space is being transformed ... again.

We have done this before

Support used to mean an engineer in a car.
Then it was the remote help desk and RMM.
Now end users self-resolve, and the rest reaches your engineers already worked.

The move to remote support took about three years, and nobody in this industry voted on it. The MSPs who moved early spent the following decade carrying more clients with the same team. This time it is going to happen far more rapidly, and there is little time to lose.

It changes who you hire. The MSP community will hire techs at a slower pace, with more of those hires in the higher tiers and fewer generalists and L1 engineers. And it changes what you build: automations for your clients’ business, not only for your own back office.

We ran designDATA, a $30M+ MSP on ConnectWise Manage, for 28 years, and made the last shift with everyone else. xop.ai exists so you can get ahead of this one, inside the framework you have already built.

A platform, not a product

Every place AI pays an MSP back, on one platform.

A single AI tool fixes a single problem. The return for an MSP is spread across the engineer’s day, the phones, the field, the leadership view and the client’s own desk, and each of those runs on the same tickets in the same PSA. That is why we built all of it.

Assist-X

45 to 60 minutes back, per engineer, every day

Inside the PSA your engineers already have open. Search across every resolved ticket and the client's documentation, ticket scoring, and documentation drafted as a by-product of the work. Nothing posts until the engineer approves it.

Voice-X transcription

Notes and time entries that write themselves

The engineer takes the call and the notes, subject, type, subtype, priority and time entry are waiting when it ends. Browser microphone and speaker, so there is no phone system project.

Voice-X inbound

The call that used to ring out becomes a ticket

Answers the service desk line, identifies the company and caller against your PSA, asks a short set of questions, and raises the ticket on the right board with type, subtype and priority set.

Mobile PSA

The field engineer stops working from memory

The same assistant on iOS and Android, for engineers on site, transcription included. It ships with Assist-X rather than as another purchase.

XOP Command

Leadership sees every ticket, not a sample

Escalations, Client Health, Engineer Coaching and Scheduler, all running off the same per-ticket measurement. Which account is quietly unhappy right now? You find out at renewal, or you find out today.

Agent-X

Launching

Tier 1/2 support resolved at the end user's desk

Self-service under your brand, wired into your PSA, with your engineers one tap away. The launch this webinar is about.

Launching October 27: Agent-X

Tier 1/2 moves to the end user’s desk. It still runs through you.

Password resets, MFA, Teams access, shared mailboxes and the everyday desktop issues, resolved by the person who has them, in an application carrying your name. What needs an engineer reaches one, already worked.

Fully integrated with how you run today: A ConnectWise Manage ticket and time entry every time, on the boards your dispatcher expects. Approvals for Teams, channels and shared mailboxes route to the person inside the client who owns the resource, not to your engineers.
Engineer-gated approvals for elevated requests: Anything needing elevated access, and anything you choose to gate, stops at an engineer. Granular control per tool group and per client: automatic, the user confirms, the resource owner approves, an engineer approves, or off.
Full reporting and auditability: A granular audit log of what was asked, what the agent checked, what it did and who approved it. When it escalates, the engineer gets a suggested ticket with subject, type, subtype, time entry and notes already filled in.
Live engineer handoff: The user can ask for a live engineer at any point, and the conversation arrives with the ticket rather than starting over.

1 day

To set up your platform and your branded Agent-X application.

30 minutes

Per client after that.

Assist-X clients first

The beta waitlist opens October 27. Availability is limited.

Windows at beta. macOS follows in the second release.

On the roadmap: Agent-X Advanced

Then you sell automations, not just support.

Workflow approvals and automations your clients’ end users drive themselves, across their own application stack: around 1,500 business applications, built by you in plain language and tested against the client’s systems before their staff can reach it.

Later in the quarter, for MSPs already running Agent-X. It is the step that moves the work from your clients’ IT to how their business runs, and it is yours to price. How the progression works.

The webinar

Shift Happens: Agent-X and positioning your MSP to thrive in the agentic era.

When: Tuesday, October 27, 1pm Eastern
Where: Microsoft Teams, free
Format: About 70% live demo, 30% Q&A
For: MSP owners, CEOs, COOs and CTOs
Presenter: Matt Ruck, CEO, xop.ai. Ran designDATA for 28 years.

What you will see

A Windows desktop client under your brand, where the end user starts the work and most of it finishes there.
Microsoft 365 self-service: password resets, Teams, channels, shared mailboxes, and the everyday desktop issues.
Approvals that stay inside the client, routed to the person who owns the resource.
Elevated access, and anything you gate, stopping at an engineer.
The ticket, the time entry and the audit log, in ConnectWise Manage.
The roadmap: automations you build and sell to your clients across their own application stack.

Lead this shift rather than chase it.

Rather talk it through? Book time with Matt. He is also at ConnectWise Evolve and IT Nation in Orlando, November 2 to 6: book a slot, note Orlando, and meet him there.