Ops AI
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Triage every ticket the moment it arrives.

Ops AI reads new tickets and alerts, runs your SOPs across Autotask, Datto RMM, IT Glue, Pax8, UniFi, Datto EDR, and Microsoft CSP, and only escalates when a human needs to decide. Every action is logged. Every write is gated.

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14 days · no card needed

Integrations
7
Vendor tools
300+
app.msp-ops.ai/runs

Triage: "Outlook offline for Beale & Co."

Autotask · 4.2s · 1,280 tok · £0.012

Closed

SOP: New starter · Horizon Legal

IT Glue · 8 steps · 12.8s

Ran

Alert: Datto EDR — ransomware signature

Escalated · awaiting approval

Review

Enrich: Pax8 license check — Microsoft 365

Pax8 · 1.6s

Done
Live feed · 47 runs today
9:14 BST

Plugs into the tools you already use

  • Autotask PSA

    PSA

  • Datto RMM

    RMM

  • IT Glue

    Docs

  • Pax8

    Marketplace

  • Microsoft CSP

    Cloud

  • UniFi

    Network

  • Datto EDR

    Security

The problem

MSPs are stuck doing the same things over and over.

Service desk work follows patterns. You already know what to do. The problem is getting those patterns out of engineers' heads and into something that runs at 2am, the same way, every time.

Repetitive tickets eat margin

Password resets, new-starter setups, printer offline, license expiries. Tickets that follow a known pattern, handled by engineers you can't bill at that rate.

Tribal knowledge rots

Your SOPs live in SharePoint, Confluence, and your best engineer's head. When they're off, the SOPs aren't running. When they leave, the SOPs leave too.

Context lives in six tabs

To triage one ticket an engineer needs Autotask, RMM, IT Glue, CSP, Azure, and the customer email. You can't automate what your tools can't reach.

How it works

Events in. Actions out. Audit in the middle.

A webhook triggers an agent. The agent pulls context from your vendors, runs your SOP, and hands off to a human when it can't close the loop on its own.

  1. 01

    Webhook fires

    Autotask, Datto RMM, Datto EDR, or any custom source sends an event.

  2. 02

    Agent triages

    Classifies. Enriches from IT Glue, Pax8, Microsoft CSP, UniFi. Decides.

  3. 03

    SOP runs

    Executes the scripted steps — visual DAG, branching, approvals where you want them.

  4. 04

    Human if needed

    If the SOP can't close the loop, the ticket routes to a human with full context attached.

Anatomy of a run

One ticket, end to end.

Beale & Co. report Outlook is offline at 08:01. Here's what Ops AI does next — webhook to audit, no humans needed.

01

Webhook arrives

POST /webhooks/autotask/{instance-id}
source autotask
customer BEALE-001
subject Outlook offline
at 08:01:14 BST

Idempotent. Auth verified. Queued in 12 ms.

02

Agent triages

tool · csp.tenant_lookup

tenant=beale-co · status=healthy

tool · azure.service_health

incident · Exchange Online

Classified: external incident, not customer fault.

03

SOP runs

  • notify.customer 0.4s
  • autotask.add_note 0.7s
  • autotask.set_status 0.5s
  • 3/3 steps Closed
04

Audit log

run_id r_4a8f2d

ticket BEALE-T-1981

tools 3 · tokens 1,280

cost $0.012

outcome closed_no_human

Append-only. Retained 7 years. Exportable.

Illustrative. Real runs in your tenant carry your customers, your SOPs, and your approval policy.

See the real thing

Real screenshots.

From a live demo tenant. Customers and data are illustrative; the product is exactly what you'd see on day one.

app.msp-ops.ai
Ops AI dashboard: agent runs in the last 24 hours, success rate, cost today, pending approvals, integration health for all seven supported vendors, and recent activity
Dashboard. One view: runs, success rate, cost, and the seven integrations Ops AI ships with — Autotask PSA, Datto RMM, IT Glue, Pax8, Microsoft CSP, UniFi, Datto EDR.
app.msp-ops.ai/agent-runs
Agent runs list showing 265 total runs with type, status, duration, tokens, and cost columns; security response and triage runs visible with approval-awaiting and completed statuses
Every run, logged. Type, status, duration, tokens, cost. No black box.

What's in it

One dashboard, over 300 vendor-specific tools, zero chatbots.

Ops AI is a runtime for your SOPs, a mapping layer for your customers, and an agent framework with tools that speak your vendors' APIs directly.

SOP Engine

Visual DAG editor. Branching. Loops. Dry-run any SOP against a real historical ticket before you ship it.

AI Copilot

300+ vendor-specific tools across 7 vendors. Not a generic chatbot with an MSP skin — tools that do Autotask, RMM, and CSP things.

Customer Mapping

Resolve a single identity across Autotask, RMM, CSP, and your docs. One customer — one view — even when vendors spell the name differently.

Webhook Replay

Deterministic, idempotent retries. When a run fails, replay it with one click. No duplicate tickets. No side-effects.

Cost Telemetry

Every run shows tokens, seconds, and cost. Find the expensive SOPs before they find your P&L.

Approval Gates

Every write gated unless explicitly auto-approved. Policy per SOP, per vendor, per customer. Safe by default.

See all features

Illustrative scenarios

What three months in can look like.

Three illustrative MSP shapes — your shape, volume, and SOP coverage will land you somewhere different.

Small specialist · 8 engineers

Manchester MSP, ~120 tickets/wk. Autotask PSA, Microsoft 365- and endpoint-heavy work for legal and financial-services clients.

Tickets triaged without human
52%
Median time-to-first-action
8m → 24s
Inference cost per run
£0.014

We stopped writing the same 'have you restarted Outlook?' reply five times a day. The team lead got their afternoons back.

Multi-region · 26 engineers

London/Dublin MSP, ~480 tickets/wk. Datto EDR + RMM heavy. Pax8-driven licensing across ~60 customers.

EDR alerts arriving with context
100%
Median MTTR on EDR escalations
47m → 6m
Weekly inference spend
£52

EDR alerts now arrive with the answer drafted. The on-call engineer approves or rejects — they don't research from scratch at 02:00.

Growing · 5 engineers

Leeds MSP scaling from 60 to 140 tickets/wk across two quarters. New-starter SOPs, UniFi networks, Autotask.

Tickets auto-closed by month 3
41%
Cost per run
£0.009
Hire timing slipped by
1 quarter

We're hiring for the work we want to do, not the work we keep doing. The founder sleeps better.

Illustrative scenarios — not measurements from named customers. Numbers vary by stack, volume, and SOP maturity.

What to expect

What a week on Ops AI looks like.

Illustrative scenarios. Real-time numbers live inside your dashboard once you're connected.

Tickets auto-resolved
38%

Closed by an SOP without a human touching the ticket.

First agent action
4.2s

Webhook to first triage step, median.

SOPs running
120+

Active SOPs — patching, onboarding, incident response.

Destructive writes through gates
100%

Every destructive write — ticket, password, reboot — passes through an approval gate.

Illustrative — not measured customer data. Your dashboard shows your tenant's real numbers from day one.

A morning in detail

One Monday, six runs, one timeline.

Every action shows the vendor, the SOP, the cost, and the outcome. When a human is needed, the ticket arrives with full context.

Illustrative scenario. Your timeline will look different.

Morning timeline

Mon 07:00 – 09:00 · shift T-0

  • 07:43
    Datto EDR Escalated

    Ransomware signature on BEALE-LT-014 — endpoint isolated, ticket opened with full IoC context.

  • 08:01
    Autotask Closed

    "Outlook offline" — diagnosed via connectivity check, customer notified it was an Azure incident.

  • 08:14
    Pax8 Closed

    Microsoft 365 E3 licenses at 95% — proactive ticket created for Horizon Legal before seats ran out.

  • 08:32
    IT Glue Closed

    Password request from verified user — retrieved from IT Glue behind an approval gate and handed to the engineer on the ticket.

  • 08:47
    UniFi Closed

    Client offline at branch site — SOP ran remote reboot, client came back, ticket auto-closed.

  • 09:00
    Datto RMM Scheduled

    Critical patch available — scheduled for tonight's maintenance window, customer approval received.

Built for engineers

Engineered, not improvised.

Every SOP is a versioned, diffable definition you can inspect step by step. Every agent run is callable from your scripts, your IDE, or your AI editor. No low-code lock-in.

  • Versioned SOPs — diff what changed between revisions, roll back to any version.
  • MCP server — drive Ops AI from Claude Desktop, Cursor, or any MCP-compatible client.
  • Webhook replay — re-fire any historical event against a new SOP for safe testing.

Full SOP spec, integration tools, and MCP reference live inside your tenant from day one.

SOP · password-reset · v12
Visual editor
  • trigger · autotask webhook account_access
  • verify_contact · itglue_list_configurations passed
  • retrieve · itglue_get_password approval gate
  • hand_off · update_autotask_ticket engineer
  • close · autotask_close_ticket resolved

v12 · diff against v11 · roll back to any revision

~/.config/claude/mcp.json
MCP 
{
  "mcpServers": {
    "msp-ops": {
      "type": "http",
      "url": "https://app.msp-ops.ai/mcp/<your-workspace-slug>/message"
    }
  }
}

Authentication uses the built-in OAuth 2.1 flow — your MCP client registers itself and signs in on first connect; the exact URL for your tenant is shown in-app.

Security at a glance

Architecture, not adjectives.

Read the full architecture

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