Export 90 days of tickets from ConnectWise PSA, HaloPSA or Autotask. Group them by type and count them. You will usually find that a small number of request types (new users, offboarding, password and MFA, mailbox and access requests, printers) make up a large share of volume, and a long tail makes up the rest.

While you’re there, write down four numbers. These are your baseline:

Before any specific ticket type, automate what every ticket costs: triage, looking up the user, device, tenant and docs across tools, drafting the reply, writing the note and logging the time. This applies to 100% of your volume, it carries no risk to client environments, and techs feel it on day one.

In Toolqit this is on by default, and it goes well past summaries. Tickets arrive triaged and routed from your own history, with the context from your PSA, RMM, documentation and Microsoft 365 already on the ticket. Replies are drafted, fixes are laid out, and every tool the tech needs opens from the ticket. On resolve, time entries and documentation are written and synced back. The whole path from intake to close runs in one place.

Take the three to five most common request types from Step 1 and turn each into a workflow. A good first set:

1. New hire onboarding (create the Microsoft 365 user, assign licenses, buy seats in Pax8, add groups, share folders, send sign-in steps)
2. Offboarding (block sign-in, convert the mailbox, remove licenses, transfer files)
3. Password and MFA resets
4. Shared mailbox, group and folder access
5. Software install and elevation requests (ThreatLocker, AutoElevate)

Every workflow that changes a client environment should wait on a tech’s one-click sign-off and log every step. That keeps your techs in control and gives you an audit trail for every client.

In Toolqit, these become Toolqit workflows and Toolqit actions, built from how your techs already solve them. Each one you add moves an easy problem off a tech’s plate and frees more of the day for the hard ones.

This is where most automation projects stall. One enthusiastic tech uses the new tool, everyone else keeps working the old way, and the numbers never move. From what we’ve seen, the economics change when the whole team works in one place, including dispatch and the techs who go on-site. Set a date, move everyone, and give on-site techs the mobile app so they work tickets from the field.

Compare the four baseline numbers. On Toolqit, the median tech gets 11.5 hours back per week and works 40%+ faster. Logged hours usually go up too, because time is captured as the work happens. Then decide what the new capacity is for: more clients, more projects, or more time on the problems that need your best people.

• Buying a separate point tool for each problem. Triage in one tool, automation in another and documentation in a third means your techs now have three more tabs to open.
• Starting with your hardest ticket type. Start where volume is highest and the steps are clearest.
• Rebuilding your PSA first. You don’t need perfect categories to start; Toolqit learns from the tickets you have.
• Giving any tool admin rights everywhere. Use least-privilege access per tool and ask the vendor for its permissions list up front.

Toolqit is the AI-native place of work for managed service providers (MSPs). It sits on top of an MSP’s PSA, RMM and Microsoft 365, syncs two ways with ConnectWise PSA, HaloPSA, Autotask and SyncroMSP, and gives technicians and operators one screen for triage, workflows, documentation, remote sessions and profitability. Toolqit, Inc. is based in San Francisco.