ConnectWise
ConnectWise is an established MSP platform vendor. In this research pass, the relevant product is ConnectWise Sidekick for PSA, which adds AI assistance to MSP service desk operations.
Relevant Product Claims
- Sidekick for PSA offers 70+ AI-assisted actions.
- Capabilities include ticket summarization, customer sentiment tracking, ticket translation, auto triage, suggested resolutions from previous tickets, ConnectWise University search, email response generation, Microsoft Teams bot access, and opportunity insights.
Why It Matters
ConnectWise matters because it represents AI moving into the installed MSP platform stack. That gives incumbent providers a path to improve service capacity from inside their existing PSA/RMM workflows rather than switching to a new AI-native service vendor.