The Pulse
Fixify Makes Managed AI Automation for MSPs Generally Available, Charging Per Resolved Ticket
Fixify today announced the general availability of Fixify for MSPs, a new managed AI automation solution now available in the United States and Canada. The service initially focuses on high-volume Level 1 requests, combines autonomous AI ag
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Fixify's managed AI automation for MSPs
Fixify announced the general availability of Fixify for MSPs on Nov. 4, describing it as a new managed AI automation solution for managed service providers. The system uses AI agents to resolve routine Level 1 IT support tickets from initial touch through resolution, with 24x7 human oversight. Fixify charges MSPs for successfully resolved tickets, rather than up-front license fees based on the number of endpoints, technicians or clients.
Fixify says it addresses a challenge for MSPs: staffing costs rise as customer numbers and ticket volumes grow. Fixify says traditional automation often handles only parts of a ticket and requires significant resources to deploy and maintain.
Fixify's service initially focuses on high-volume Level 1 requests
The service initially focuses on high-volume Level 1 requests, including password and MFA resets, account lockouts, application access, group membership changes, and common onboarding and offboarding tasks. Fixify's AI agents understand requests, develop and execute plans, and resolve tickets across IT systems. Fixify says its AI agents handle supported Level 1 tickets from initial triage through execution, approvals, documentation and resolution.
For identity and productivity work, Fixify lists Microsoft Entra ID, Microsoft 365, Google Workspace and Okta among its integrations. It also connects with professional services automation platforms including ConnectWise, Kaseya Autotask, HaloPSA and NinjaOne. The company says the integrations allow its AI agents to work in an MSP's existing system of record and record actions, updates and communications there.
Fixify builds and maintains client-specific playbooks and provides 24x7 human oversight
Rather than relying on conventional workflow automation, Fixify uses natural-language playbooks to guide agents through the processes, applications and approval requirements of each MSP customer. The company builds and maintains client-specific playbooks, and says MSPs do not need to dedicate senior technicians to building workflows or managing automation. Experienced Fixify IT analysts supervise the agents 24x7, handle exceptions and intervene when human judgment or approval is required.
Fixify says that, by resolving repetitive Level 1 requests without requiring technician involvement, it helps MSPs increase service desk capacity, improve response times and provide around-the-clock support for covered requests. Fixify also says the service frees skilled technicians for higher-value customer work. Fixify charges MSPs for successfully resolved tickets as part of its outcome-based pricing, rather than up-front license fees based on the number of endpoints, technicians or clients.
"Automation was supposed to transform MSP service desks, but too often it just gives technicians another tool to manage or a half-finished ticket," said Matt Peters, CEO and co-founder of Fixify. "Agentic AI changes that. We can take on the entire ticket, with our people supervising the AI, so MSPs can improve margins and grow without adding technicians at the same rate as customers."
Matt Peters, CEO and co-founder of Fixify
Fixify for MSPs is now available in the United States and Canada
Fixify for MSPs is now available in the United States and Canada. The service can be seen at IT Nation Connect Global, November 4–6, in Orlando, Florida, at booth #741. A demo can be requested.