“ I ' m a big fan of the Smart Assist feature ,” says Frank Merino , COO of Forthright Technology Partners , an MSP based in Weston , Florida . “ As a long-time IT Glue user , it has helped us remove outdated legacy data , reducing liability and giving us peace of mind with a lean , secure , and up-to-date documentation environment .”
MSPs are saving time too . “ Since we launched Smart Create and Smart Relate , over 15,000 individual pieces of documentation have been either created or related to each other , saving over 750 hours of technician time ,” Merchant says . And in a recent Kaseya user survey , 66 % of MSPs said Smart Relate had provided them with meaningful suggestions , he adds .
“ My favorite thing about IT Glue is the ‘ Glue ’— it really holds our team and service delivery together ,” says Jason Etheridge , president of Logic Speak , an MSP in Alpharetta , Georgia . “ Now , with AI , the heavy lifting is done for us . It ’ s the ONLY documentation platform we trust .”
Ticket Mastery
Kaseya also launched Cooper Copilot for PSA last October , for both Autotask and BMS . “ It automatically generates resolution notes and a summary of what ' s happened with a ticket to make it very easy for somebody who ' s had a ticket escalated to them ,” Merchant says . “ And when they want to close a ticket , instead of having to write their own resolution notes , our AI will just simply write resolution notes for them . It ' s about time savings and making it easier for them to do their job .”
For Merino , the Smart Ticket Summary in Autotask is saving his escalation team 800 minutes per month “ by cutting through ticket chatter , enabling streamlined client conversations . and faster , more effective escalation actions .”
Nicholas Souris , a technical specialist at MPS business CMIT Solutions of Stamford , Connecticut , echoes that enthusiasm . “ Cooper has made my work 10x easier . Summarize a 40-page ticket for me in seconds ? Yes , please .”
Kim Drumm , director of business process management for Vitis Technologies , an MSP in Cincinnati , Ohio , notes the relevancy of the AI-generated information . “ This is the first time I am seeing AI-generated content that I would actually use ,” she says . “ What I have seen from other tools doesn ’ t sound like a human . Cooper Copilot for Autotask is a game changer .”
There ’ s more to come in the first half of the year for Cooper Copilot for PSA , Merchant says , including ticket triaging and a “ coach ” that will allow techs to ask questions and receive instructions .
Redefining Value : Smarter , Secure AI Solutions
Kaseya is also taking care to address MSP partners ’ concerns around data sovereignty and data protection ,
Merchant says . For instance , they don ’ t use cross-tenant data to teach the models . “ We will use some anonymized data for training or algorithms , but that ' s very generic information ,” Merchant explains . “ When we ' re making specific recommendations , everything is done on the tenant level , and that ' s how we keep those things segregated .”
Cooper Copilot in Kaseya ’ s products is baked into the technology , not an add-on MSPs must pay for . “ Unlike a lot of organizations , we ’ re not monetizing this . We want to make our technology more valuable , and this is one way we can do it .”
Empowering MSPs For The Future
AI and automation are no longer just buzzwords — they ' re game-changing innovations transforming the MSP landscape . By leveraging tools like Kaseya ’ s Cooper Copilot , MSPs can drive efficiency , scale operations , and deliver exceptional service , all while staying ahead in a competitive market .
Generate New Business Faster With
If you could remove manual steps from the sales process , you ’ d free up your sales staff to sell faster . That ’ s a key reason Kaseya brought Network Detective Pro , an automated network scanning and detection tool , and audIT , a sales presentation solution , into one platform .
Previously , audIT required MSPs to collect and input data about a prospect ’ s environment manually . Now that process is automated with Network Detective .
“ When it comes to collecting data , preparing reports for those sales meetings , MSPs find it a very manual process and time that they don ' t have to spend on it ,” says Brian Smith , senior product manager for audIT , Secure Payments , and Network Detective . “ This really condenses and saves them so much time to run a scan , run an assessment , prepare this report in a matter of minutes , and then present .”
He adds , “ It ' s really combining the best of both worlds . People have been asking for this , so we ' ve been listening .”
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