Early access partners report first-touch times reduced from one hour to five minutes, 86% reduction in escalations and 120% revenue growth
Additional Voice, Teams and Email Agents gather the context technicians need before work starts, so service requests move from first contact to resolution in record time
TAMPA, Fla., Oct. 29, 2026 (GLOBE NEWSWIRE) -- ConnectWise, the leading software company dedicated to the success of managed service providers (MSPs) and IT teams, today announced ConnectWise RMM Agent. A market-first, RMM Agent investigates the device behind a ticket, tests what is wrong, and stages a fix from a vetted catalog for a technician to approve, all without leaving the PSA ticket. The company also announced Voice, Teams, and Email Agents that collect missing details from customers before a ticket reaches a technician. All four agents are generally available today.
The launch expands AI across two critical areas of the MSP operating model: Intelligent Service Intake and Agentic Operations. The capabilities bring better-prepared service requests, AI-powered endpoint investigation and governed remediation into the workflows MSP teams already use.
Early reports from ConnectWise partners show measurable gains in service delivery and business performance: first-touch times reduced from one hour to five minutes at RealBytes, an 86% reduction in escalations at Fusion Computing and 120% revenue growth at Worldband.
“ConnectWise Agentic knows our devices, our scripts, our clients and our SLAs, so it does the work instead of guessing or merely suggesting. In 30 days, our CW Agents evaluated 99% of 7,074 tickets and handed my team back 178 hours,” said Blake Bath, General Manager, RealBytes. “Then we ran the new ConnectWise RMM Agent across over 500 live tickets and got a useful diagnosis on 91%, each in about a minute, saving us about 120 hours. With ConnectWise, our breakeven on our AI spend is about 16 minutes per tech per day. ConnectWise Agentic has unlocked significant capacity for my team and we’re just getting started.”
“The next phase of AI in managed services will be measured by the work it moves forward, not just the answers it generates,” said Manny Rivelo, CEO of ConnectWise. “With these agents, we’re bringing that next step to our partners, connecting better service intake with intelligence and governed action deeper in IT operations. This is how we make AI real for MSPs: less repetitive work, more capacity to serve customers and technicians in control of changes to the environments they manage.”
The Ticket Becomes the Console
An alert becoming a ticket has traditionally marked the beginning—not the end—of a technician’s investigation. ConnectWise Agentic RMM brings that investigation into the ticket itself, combining service context with live information from the linked endpoint.
The agent performs read-only diagnostics, develops and tests hypotheses, and proposes remediation from a vetted catalog. When a proposed action involves a change to the device, the technician must explicitly approve it.
The ticket becomes the console—bringing service context, endpoint intelligence and governed action together in the technician’s workflow. The approach is designed to reduce repetitive investigation work while keeping people in control of device changes.
“Agentic RMM turns the PSA ticket into a command center for investigation and action,” said David Raissipour, Chief Product and Technology Officer at ConnectWise. “It connects live endpoint intelligence with vetted remediation, requiring technician approval for every device change. That’s a concrete step toward Predictive IT—with control built in.”
Better-Prepared Work Across Voice, Teams and Email
ConnectWise is also expanding Intelligent Service Intake across the channels MSP customers use to request support.
Voice Agent answers inbound support calls, gathers relevant context and creates structured PSA work. Teams Agent asks focused questions to collect missing information before creating a ticket. Email Agent identifies information gaps in emailed requests and can follow up with customers for the specific context needed.
Together, these capabilities help reduce the documentation, clarification and back-and-forth that can delay meaningful service work, allowing technicians to begin with better-prepared requests.
“A technician shouldn’t have to spend the first part of every service request chasing the information needed to get started,” said Lee Silverstone, Senior Vice President of AI Platform at ConnectWise. “Whether a request comes through a call, a Teams conversation or an email, our AI Agents help capture the right context and structure the work. That means less manual follow-up and more time focused on delivering service.”
Making AI Operational for MSPs and IT Teams
Together, Intelligent Service Intake and Agentic Operations extend ConnectWise AI across more of the service lifecycle—from capturing and preparing requests to investigating issues and taking approved action.
These capabilities represent another step toward an operating model in which intelligence is embedded in service delivery, rather than added as a separate layer of work. By bringing AI into PSA, RMM and service workflows, ConnectWise is helping MSPs and IT teams reduce repetitive tasks, unlock operational capacity and maintain oversight as AI takes on a greater role in their businesses.
ConnectWise Agentic RMM, Voice Agent, Teams Agent and Email Agent are generally available today. For more information about ConnectWise AI Agents, visit www.connectwise.com/platform/ai-agents.
ConnectWise will share more about its agentic Platform and next quarter’s AI Agents at IT Nation Connect™ Global 2026, November 4-6.
About ConnectWise
Trusted by 100K+ IT providers worldwide, The ConnectWise Platform brings together PSA, RMM, cybersecurity, and data protection with predictive intelligence woven throughout to help partners operate more efficiently and respond to complexity at scale. By combining intelligent automation with an open ecosystem of integrations, ConnectWise enables providers to proactively manage, secure, and support their clients with greater speed, accuracy, and confidence. With a relentless focus on innovation and partner success for more than 40 years, ConnectWise has helped partners sustain and grow their businesses by simplifying operations, enhancing service delivery, and enabling scalable business models. Learn more at connectwise.com.
Media Contact
Kaileigh Higgins
Inkhouse for ConnectWise
connectwise@inkhouse.com
