AgentWorks for IT services and MSPs
Tickets sorted before your engineers log in.
A request comes in, gets a ticket, a priority and a first answer from your own runbooks. Escalations arrive summarised. The monthly report per client writes itself. Your engineers keep the decisions and the fixes.
IT service providers, managed service providers and internal IT teams of roughly 10 to 250 people.
The work that comes back every week.
Sorting requests
Email, portal and phone notes, each needing a category, a priority and an owner.
Answering the same questions
Password resets, printer issues, access requests: the answer is in a runbook somewhere.
Escalations
Long threads that someone has to read before they can act.
Client reports
Tickets closed, response times and open risks per client, every month.
Runbooks and how-tos
Turning a fixed issue into a page the next person can follow.
Your team
A team of agents, each with one job.
Each agent does one thing well, in your own apps, and asks before it sends or changes anything. You give them their rules. They share the board with your people.
Ticket triager
Called by the workflow
Reads each new request, sets category and priority, and opens the ticket with a clean summary.
Creates and labels tickets on its own. Assigning to an engineer follows your rules.
Ready-madeFirst-line answerer
Called by the workflow
Drafts the answer from your runbooks and knowledge base, with the source it used.
Drafts only. An engineer approves before anything goes to the user.
Ready-madeEscalation summariser
Picks up board tasks
Turns a long thread into what happened, what was tried and what is needed now.
Reads and writes a comment on the ticket. Nothing leaves the team.
Ready-madeClient reporter
On a schedule
Writes the monthly service report per client from the tickets and the board.
Drafts the report on its own. Sending it to the client asks first.
Ready-madeWorking together
From a new request to a ticket with a first answer
Starts when a new email lands in your support mailbox. One workflow hands the work from agent to agent, and stops where a person needs to decide.
- An engineer approves every answer before it reaches a user.
- Priority 1 incidents go straight to a person on the board, not to an agent.
- Client reports are sent only after someone has read them.
Start · Outlook
New email in support@
Also a shared mailbox
Agent
Ticket triager reads it
Category, priority, which client and which device
Action · Jira
Ticket created
With a clean summary and labels
Knowledge
Runbooks searched
The fix that worked last time, with the source
Agent
First-line answerer drafts the reply
Steps for the user, in plain words
Asks first
An engineer approves
Edits if needed, then sends
Action · Outlook
Reply sent, comment on the ticket
The history stays with the ticket
The apps it works in
Outlook
GmailJiraConfluenceMicrosoft Teams
Slack
Zendesk
GitHubPSA and RMM tools such as Autotask, ConnectWise, HaloPSA or TOPdesk have no ready connector. Reach them through the HTTP request step if they have an API, an MCP server, or a webhook that starts a workflow.
All 40 appsWhat you need
One email trigger and up to 2 workflows work on Free, so you can try the intake. More mailboxes, the monthly report on a schedule and team boards per client need Business.
PricingStart from a ready-made agent.
These are in the product today. Start one and it is waiting in your workspace after you sign up.
Support Ticket Triager
Reads an incoming support ticket and returns its priority, category, and suggested owning team, plus a short internal summary for whoever picks it up next.
Use this agentFAQ Response Assistant
Answers customer questions using your attached FAQ or knowledge base, quoting the relevant policy and clearly flagging anything the source doesn't cover.
Use this agentEscalation Summary Writer
Turns a long support thread into a concise escalation summary for a manager, the issue, customer impact, what's been tried, and a recommended next action.
Use this agentStatus Report Writer
Turns your open tasks, notes, or a rough update into a clean status report, progress, blockers, and next steps, ready to send to stakeholders.
Use this agentStep by step
Your support desk on one board
Every request becomes a ticket. An agent sorts it and drafts the answer. A person checks it and sends.
WorkflowAn inbox that sorts itself
Every new email is read, labelled and filed out of the inbox. Urgent ones become a task for a person.
WorkflowThe weekly report that writes itself
Every Friday the numbers are collected, summarised and sent as a document to the team.
Questions
AgentWorks for IT services and MSPs
Runs in the EU. Every action that changes something asks first.
Jira and Zendesk are connected. Other systems work through the HTTP request step, an MCP server or a webhook, if they offer an API.