u/StarshineeeeIam

We have ConnectWise Automate hooked into Manage. Alerts become tickets. Conditions trigger basic scripts. That part is fine.

The problem is what happens after the ticket is created.

Someone on my team still has to open the ticket, read it, figure out which Automate script applies, run that script manually, check if it worked, and then close or escalate.

That decision-making step is where time disappears. Especially for common tickets like drive space alerts, failed backups, or account lockouts. The script exists. The RMM knows how to run it. But nothing connects the ticket content to the right script automatically.

I have been looking at ways to close that gap. Some options I found:

Rewst for building custom automation between PSA and RMM

Tines for more flexible logic workflows

Neo Agent, which seems to read the ticket and suggest or run the matching Automate script

Building our own inside Automate using EDFs and custom conditions

I am not sold on any one yet. I want to know what works for other MSPs without creating a maintenance nightmare.

For those who have solved this: Did you go with a dedicated automation tool, build inside your RMM, or just accept the manual step?

Our best L2 tech gave 2 weeks notice in January. Took a job at a SaaS company for 40% more than we could pay.
Didn't realize how screwed we were until week 3 without him.
The knowledge gap:
Jake handled all our weird client-specific fixes. The stuff that's not in documentation because it's too specific:

"Client A's print server needs this registry tweak or it crashes weekly"
"Client B's VPN only works if you restart the firewall first, then the client"
"Client C's CEO has a custom Outlook rule that breaks every update - here's the workaround"

He kept it all in his head. Documentation said "restart print server" - didn't say WHY or the specific fix.
Week 1 without Jake:

14 escalated tickets we couldn't solve
3 clients calling asking specifically for him
Team googling problems he used to fix in 5 minutes

What we tried first:

1. Better documentation (obviously)

Spent 40 hours writing detailed SOPs
Within 2 weeks, docs were already outdated
Techs still couldn't find the right doc when they needed it

2. Hired a replacement

Took 6 weeks to find someone
Another 6 weeks to train them
Still missing all the client-specific context

3. Knowledge base in ConnectWise

Created articles for common issues
Problem: Only helpful if you know what to search for
New tech searching "print server crash" gets 47 results, none with the specific registry key

The actual solution:
Started using AI to capture pattern knowledge instead of relying on docs.
We're using Neo Agent (there's also options like Jira Service Management AI, Freshservice Freddy, and some companies build custom solutions with OpenAI).
How it works:
AI reads every resolved ticket. When similar issues come up:

Recognizes the pattern ("print server crash at Client A")
Surfaces Jake's old solution automatically
Suggests the fix to current tech
Learns when techs modify the approach

Real example:

New L1 tech gets ticket: "Client A print server down"
Before: Searches docs, tries generic fixes, escalates after 2 hours
Now: AI immediately surfaces: "This client has recurring print server crashes. Last 8 times resolved by [specific registry edit]. Here's the command. Last successful resolution was 3 weeks ago by Jake."
Tech applies fix in 10 minutes.
What surprised me:
It catches patterns we didn't even know existed.
AI flagged that Client D's accounting software crashes always happen on patch Tuesday, always resolved by rolling back a specific Windows update. Jake probably knew this subconsciously but never documented it. AI learned it from 11 tickets over 6 months.

Tools we considered:
Guru, Notion AI: Good for documentation, but still requires manual input. Doesn't learn from tickets automatically.
Microsoft Copilot for M365: Helps with general knowledge, doesn't understand our specific client issues.
Jira Service Management AI: Built-in pattern detection, works well but we're on ConnectWise.
Custom GPT solution: Thought about building our own with OpenAI API. Decided against - don't have time to maintain it.
Neo Agent: ConnectWise-native, learns automatically from ticket history, good for MSP-specific patterns.
Current state (8 weeks later):

Ticket resolution time back to pre-Jake levels
New hires ramp up 3x faster (AI fills knowledge gaps)
We've "captured" about 60% of Jake's tribal knowledge from old tickets
Escalations down 40%

Unexpected benefit:
When other techs leave now, their knowledge stays in the system. We're not vulnerable to single points of failure anymore.
What this doesn't fix:

Complex troubleshooting still needs experienced humans
Relationship stuff (clients who loved Jake personally)
Strategic thinking (Jake was good at suggesting infrastructure improvements)

Lesson learned:
Don't wait for your senior tech to quit before solving this. We should've been capturing pattern knowledge the whole time they were here.
For MSPs with knowledge concentrated in 1-2 people - fix it before they leave, not after.

My dad is 82. He had a fall and broke his hip. He is being discharged from the hospital tomorrow.

He lives in a house with stairs. Bathroom is upstairs. Bedroom is upstairs. Kitchen is downstairs.

The hospital said he cannot climb stairs for at least 6 weeks. But they are sending him home anyway because there is no bed in rehab.

I am panicking. I cannot move in with him. I live 2 hours away from London.

I need a stairlift installed by tomorrow. Is that even possible?

Has anyone got a stairlift fitted in less than 24 hours?

I will update when I figure something out.