A 30-second fix should not wait an hour
Your AI teammate for MSP service operations
Most AI tools stop after telling your tech what to do. Rallied reads the ticket, does the routine work in the tools you already use, and writes the result back to your PSA.
Dana Powell
Riverside Realty
Please set up Leasing and Community Manager shared mailboxes for Parkview, and give Ben Carter access to both.
Patrick Reyes
Marcus Webb
Dana Powell just now
Please set up Leasing and Community Manager shared mailboxes for Parkview, and give Ben Carter access to both.
Rallied Agent just now
Executing approved plan…
- Create “Parkview – Leasing” shared mailbox in Microsoft 365
- Create “Parkview – Community Manager” shared mailbox
- Grant Ben Carter Full Access & Send As on both
Customer story
A prepared ticket is a much smaller problem
One of my techs picked up a ticket this morning for software he’d never heard of. Rallied had already put everything he needed in the notes: what the software was, how we’d fixed it before, where to start. He closed it in 10 minutes. Our dispatchers are closing tickets now too, and those never even make it to the tech room.
- ~100
- tickets on the main service board each day
- 10 min
- from unfamiliar software to a closed ticket
- 1.5 hrs
- spent reviewing tickets each day
A strange bottleneck
Why does a 30-second fix wait an hour?
Not because it is hard. It waits because service desk software was built to sort work, not do it. Rallied starts from a different idea: when the work is known and safe, the software should do it.
The queue is where work stops
The PSA records the request and assigns it. Then a 30-second fix waits for someone to notice it.
Rallied starts before a person does
It reads the request, pulls the client’s context, and starts on the work as soon as the ticket arrives.
Easy work reaches expensive people
Password resets, lockouts, and mailbox access still land with techs who have harder work to do.
Known fixes stay out of the tech room
Rallied does the routine work in the client’s tenant and escalates only what needs judgment.
Most AI tools write an answer
They summarize the ticket, suggest a fix, and leave the actual work with your team.
Rallied applies the answer
It runs the fix, replies to the client, and closes the ticket, with approval wherever you want it.
Finished work creates more work
The fix is done, but the notes, time entry, and documentation are still waiting.
Closing the ticket means it is closed
The reply, notes, and time entry are written back, and IT Glue and Hudu stay current.
AI ticketing for MSPs
A useful AI agent needs permission to act
Giving advice is the easy part. Rallied diagnoses the ticket, drafts a plan, and waits for a one-word approval. Then it runs the fix in the client’s tenant, replies to the customer, and writes the result back to your PSA.
One queue is better than five
Clients ask for help in Teams, email, phone, chat, or the portal. Rallied turns it into one ticket with the right client context attached.
For the client, it still feels like asking IT
They message IT Support in Teams like they would message a coworker. Rallied asks what it needs, opens the ticket, and keeps the conversation there.
- Start with narrow permissions
- Let password resets run while everything else waits for approval. You draw the line for each client.
- Remembers the client
- Reads the contacts, history, and quirks from the documentation your team already keeps.
- Shows its work
- Every action is logged, and the client-level breakdown is ready when the QBR comes around.
- Works after hours
- If a lockout comes in at 2am, Rallied starts on it at 2am.
Use cases
Begin with work you already know how to do
Automation is most useful when the answer is familiar. Start with password resets, account lockouts, new users, and mailbox access. Rallied handles them from request to close.
Cover the quiet hours
Someone in an overseas office gets locked out at 2am. Rallied gets them back in without waking a tech.
Keep support in Teams
Clients can ask for help in Teams and stay there. Rallied keeps the PSA up to date in the background.
Grow before you hire
Take on a new client before you add another L1 seat. Rallied handles more of the repeat work with the team you have.
Prepare every escalation
When a ticket needs a tech, they open it to a diagnosis, the relevant history, and a clear place to start.
Let dispatch finish the simple ones
Your dispatcher approves the plan, Rallied runs it, and the ticket closes before it reaches the tech room.
Find work that missed the invoice
Rallied checks closed tickets for parts and licenses that never made the invoice, then flags them for billing.
How it works
Trust grows one ticket type at a time
You should not give new software the keys on day one. Rallied begins by watching and preparing tickets. You widen its access only after you have seen enough good work.
- 01Watch
- Rallied starts read-only. It prepares each ticket so you can compare its judgment with your team’s.
- 02Approve
- Choose one familiar issue type. Rallied proposes the work, waits for approval, then runs and checks it.
- 03Expand
- Once the results are boringly predictable, let that issue run automatically and add the next one.
Integrations
New software should not create a new place to work
Rallied connects to your PSA, RMM, documentation, chat, and Microsoft 365. It does the work across them and leaves your team in the tools they already know.
IT Glue
Microsoft Teams
Autotask
Pax8
ConnectWise PSA
DattoMicrosoft 365
NinjaOne
HaloPSA
Hudu
N-centralSecurity
An agent should have only the access it needs
The safe way to automate client environments is to make access narrow and visible. Rallied starts read-only, separates every client’s credentials, and asks before crossing the lines you set.
- Verifies sensitive requests with an MFA push or manager approval
- Keeps each client’s credentials separate and only uses the access needed for that action
- Requires approval for any change you do not want to run automatically
- Records what ran, why it ran, and what changed
- SOC 2 Type II certified and GDPR ready
- Doesn’t use your client data to train shared models
Customers
The first things MSP teams notice
Our last automation tool worked, but only because someone spent all day keeping it alive. Rallied was working real tickets in the first week. We don’t have to babysit it.
The escalations sold me. When Rallied hands over a ticket, my tech isn’t starting from scratch. The diagnosis and client history are already there.
We watched it in read-only mode for a month and checked every ticket. Once it proved itself on password resets, we gave it a little more.
The reasonable questions
These are the questions we would ask too. If yours is missing, ask us.
How long does it take to get started?
Most MSPs connect their PSA and go live within two weeks. Rallied starts read-only, so you can check its work before you let it make changes.
What happens when Rallied isn’t sure?
It stops and hands the ticket to a tech. The diagnosis, client history, and next steps are already in the notes, so the tech does not start from scratch.
Which PSAs do you support?
ConnectWise PSA, Autotask, and HaloPSA today. RMM integrations cover NinjaOne, Datto RMM, and N-able.
How does pricing work?
Pricing is a flat monthly rate based on endpoint count. You won’t run into ticket meters or credit packs halfway through the month.
You’d have access to every client’s credentials. How is that safe?
We keep credentials separate for every client and limit them to the action Rallied needs to take. Sensitive requests can require an MFA push or manager approval, and the audit log records exactly what ran and why. Rallied is SOC 2 Type II certified.
Couldn’t we just build this ourselves with Claude?
Probably. A convincing demo is the easy part. The hard part comes after it: client-by-client guardrails, changing vendor APIs, and a system the whole team can run without depending on the person who built it.
Does client data train your models?
We don’t use your client data to train shared models. It stays in your tenant.
How much control do we have?
You set policies by client and issue type. Password resets might run automatically while onboarding waits for approval. Rallied starts read-only, and you widen access when you are comfortable with its work.
Bring us the ticket everyone knows by heart
The best way to understand Rallied is to watch it do real work. Bring a shared mailbox request, a new-user setup, or another repeat ticket, and we will run it from request to close.