AI Agent That Resolves MSP Tickets

What is rallied.exe?

rallied.exe is an AI agent designed specifically for Managed Service Providers (MSPs) that autonomously resolves routine L1 and L2 tickets directly inside your Professional Services Automation (PSA) software. It automates workflows like onboarding, offboarding, password resets, and mailbox setups end-to-end, allowing your technical staff to focus on billable project work instead of repetitive support tasks. Rallied requires no prior build-out or complex setup; it begins working by connecting to your existing systems.

Key Features of rallied.exe

1. Zero-Build Automation: Starts resolving tickets immediately upon connecting to your PSA, RMM, documentation, and other systems. There is no need to pre-build a library of workflows or scripts.

2. End-to-End Ticket Resolution: Handles the entire lifecycle of a ticket from initial diagnosis to execution and documentation. It investigates issues, performs approved actions, and updates the ticket with notes and time entries automatically.

3. Human-in-the-Loop Governance: Operates within configurable policy bounds. Sensitive actions can be routed to a technician for approval, while routine work runs autonomously, ensuring security and control.

4. Natural Language Runbooks: Automate any process by writing simple, plain English instructions. Define workflows like "offboard a departing user" without needing to write code or complex integrations.

5. Context-Aware Operation: Pulls real-time client context from connected systems (PSA, RMM, documentation) to accurately diagnose issues and execute actions. It can chat with technicians directly within the PSA interface, providing relevant information.

How to Use rallied.exe

1. Integrate Your Stack: Connect rallied.exe to your PSA (e.g., ConnectWise Manage, HaloPSA), RMM, documentation platform (e.g., IT Glue), and other systems like Microsoft 365.

2. Configure Policies & Runbooks: Define which actions the agent can perform autonomously and which require human approval. Optionally, write natural language runbooks for specific, repeatable workflows tailored to your clients.

3. Test and Deploy: Start the agent in "Plan Mode," where it will analyze incoming tickets and propose actions without making any system changes. Review its work, iterate on instructions, and then deploy it to execute workflows across your client base.

Pricing Model for rallied.exe

Rallied.exe uses a unique ### outcome-based pricing model. You are charged ### $3 per successfully resolved ticket, where a "resolved ticket" is one where the AI took an action that led to the ticket closing. Ticket diagnosis, triage, and handoffs to human technicians are free. There is a ### $150 monthly minimum, which covers your first 50 resolved tickets per month. You can set a monthly cap on charges, and the agent will pause new work when that cap is reached.

Helpful Tips for Using rallied.exe

• Start with Plan Mode: Utilize the initial free trial and Plan Mode to observe how rallied.exe would handle your real tickets without risk. This builds confidence before enabling autonomous execution.

• Leverage Client-Specific Rules: You can define different policies and instructions for each client. For example, you might require CC'ing a specific manager for one client's mailbox changes while keeping global defaults for others.

• Focus on High-Volume Routines: To maximize ROI, first deploy rallied.exe on the most frequent, time-consuming L1/L2 tasks like password resets, access provisioning, and new hire setups.

• Review Audit Logs: Regularly check the detailed, audit-ready logs for every action the agent takes or refuses. This is key for security, compliance, and optimizing its performance.

Frequently Asked Questions (FAQs)

How long does setup take?

Most MSPs can connect their PSA and go live in under a week. The agent can begin working in Plan Mode immediately.

Do we need to change how we work for each client?

No. rallied.exe allows you to set rules at three levels: global (MSP-wide), per client, and per integration. You tailor instructions to match each client's unique processes without altering your standard procedures.

Which PSAs are supported?

It supports ConnectWise PSA, HaloPSA, Autotask, SuperOps, and Jira Service Management.

What happens if the agent isn't sure what to do?

It will hand the ticket off to a human technician. The agent's diagnosis, gathered context, and suggested next steps are already documented in the ticket notes, so the tech doesn't start from scratch.

Can we try it before committing?

Yes, there is a 14-day free trial with no credit card required. You can run it in Plan Mode to evaluate its performance on your actual ticket queue.

Why charge per resolved ticket instead of per endpoint/user?

This aligns cost directly with value delivered. You only pay when rallied.exe completes a workflow that closes a ticket. Tickets it reads, diagnoses, or escalates cost nothing, ensuring you pay for outcomes, not just activity.

Is our data secure?

Yes. rallied.exe is built with security governance, featuring policy-bound execution, least-privilege access for each client, optional MFA verification for sensitive actions, and full audit logs. It is SOC 2 Type II certified.