How Artificial Intelligence Is Revolutionising ConnectWise for MSPs

ConnectWise AI

The Age of AI in MSP Tools

The Managed Services world is changing fast. Customers expect faster response times, accurate solutions, and proactive support. And with engineer workloads piling up, Managed Service Providers (MSPs) are turning to smarter tools to maintain high service standards. One game-changer? Artificial Intelligence, especially when it’s embedded directly into tools like ConnectWise.

ConnectWise Alone Isn’t Enough in 2025

ConnectWise has long been the go-to PSA (Professional Services Automation) platform for MSPs. It’s robust, customisable, and packed with features. But it wasn’t built with modern AI in mind, and that’s where traditional workflows hit a wall:

• Technicians waste time digging through long ticket histories.
• Knowledge is locked in time entries and scattered notes.
• Junior engineers escalate too often, missing learning opportunities.
• Communication with clients can be inconsistent or rushed.
• AI steps in to turn this friction into fluidity.

What AI Brings to the Table

AI isn’t just about chatbots or gimmicks, when done right, it acts like a second brain for your engineers. In ConnectWise, AI can:

• Instantly summarise ticket notes so engineers don’t spend 15 minutes reading.
• Suggest fixes based on the problem described.
• Help generate job notes or to-do lists automatically.
• Polish text into professional English for client updates.
• Provide contextual information, like related past tickets or similar fixes.

When used well, AI becomes the silent assistant every tech didn’t know they needed.

Top AI-Enhanced Workflows in ConnectWise

Here are just a few ConnectWise workflows that AI can supercharge:

Ticket Reviews: Instead of scanning a wall of notes, technicians get a concise summary highlighting the key actions.

Troubleshooting: AI-suggested fixes offer a starting point, especially valuable for newer team members or during busy periods.

Documentation: No more copy-paste chaos. Engineers can generate internal and external job notes with a few clicks.

Communication: Engineers can rewrite technical fixes into customer-friendly language in seconds, keeping clients in the loop professionally.

Password Generation: Built-in tools can instantly create secure passwords, following your best practices.

Real-World Benefits for MSPs

By integrating AI into ConnectWise, MSPs report:

✅ Faster ticket resolution
✅ Fewer escalations
✅ More confident junior engineers
✅ Time saved per ticket (especially on admin)
✅ Consistent, polished communication with clients

It’s not about replacing engineers. It’s about amplifying them.

Insights Supercharges ConnectWise with AI

Enter Insights: a seamless AI-powered layer built specifically for ConnectWise users.

Without leaving the ticket screen, technicians can:

• See Related Tickets to avoid duplicate work.
• Use Advanced Search to scan time entries across tickets.
• Let AI offer Suggested Fixes based on ticket content.
• Get Summaries of long notes instantly.
• Create Step-by-Step Guides from suggested fixes — perfect for training.
• Use the Job Notes Generator & To Do List to document work faster.
• Rewrite any text into client-friendly or fluent English with a click.
• Query GPT inside the ticket to solve problems without switching tabs.
• Generate secure passwords instantly and safely.

It’s like giving every engineer their own personal assistant.

AI Isn’t the Future, It’s the Present

The MSPs who will thrive in the coming years are the ones embracing intelligent automation. 

With AI now accessible, intuitive, and integrated into platforms like ConnectWise via tools like Insights, there’s never been a better time to evolve how your team works.