• ConnectWise’s acquisition of zofiQ brings agentic AI directly into PSA workflows, enabling more autonomous task execution.
  • The move promises MSPs the ability to scale operations and speed service delivery without proportionally adding headcount.
  • Expected benefits include faster triage, automated runbooks and lower routine workload — but it also introduces governance, accuracy and security risks.
  • MSPs should pilot carefully, set clear guardrails and reskill staff toward oversight and customer-facing work.

What the acquisition means

ConnectWise’s purchase of zofiQ signals a clear shift: agentic AI is moving from experimentation into the core of PSA (professional services automation). By embedding autonomous agents into ticketing and workflow systems, PSAs can offload repeatable service tasks to software that can act with minimal human direction.

That matters because it changes how MSPs scale. Instead of hiring to cover growing ticket volume, teams can use automated agents to triage, remediate and close routine issues — potentially reducing backlog and mean time to resolution for common problems.

Potential benefits for MSP operations

Speed and scale

Agentic agents can run diagnostic steps, update tickets, execute predefined remediation playbooks and escalate when needed. For MSPs this can translate into faster initial responses and more work completed without manual intervention.

Consistency and repeatability

Automation reduces human error on routine tasks and ensures runbooks are followed precisely every time. That consistency improves SLA adherence and can raise client satisfaction for standard incidents.

Freeing humans for higher-value work

With agents handling repetitive tasks, engineers can focus on complex troubleshooting, projects and customer relationships — activities that typically drive higher margins and customer stickiness.

Risks and governance to watch

The flip side of agentic autonomy is new operational risk. Autonomous actions can propagate mistakes at machine speed if runbooks are wrong, or make changes that affect security and compliance. Other concerns include:

  • Accuracy: Agents may misinterpret ambiguous conditions and take inappropriate steps.
  • Visibility: MSPs must ensure every automated action is logged and auditable.
  • Security and compliance: Automated remediation can touch credentials, endpoints and configurations that require strict controls.
  • Vendor lock-in and dependency: Deep platform integration can make it costly to switch or to unpick automation later.

What MSPs should do next

Start with pilots. Test agentic workflows on low-risk, high-volume tasks and validate outcomes before broad rollout. Define clear guardrails: approval thresholds, audit trails and rollback procedures. Reskill staff to manage, review and optimize agents rather than perform only manual remediation.

Finally, involve customers and legal/compliance teams early. Successful deployments will balance the efficiency gains of autonomous service delivery with tight controls and human oversight — turning agentic AI into a force multiplier rather than a source of new operational headaches.

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