Rallied

What It Does

Rallied is an autonomous AI agent designed specifically for Managed Service Providers (MSPs) to handle L1 and L2 support tickets from first touch to resolution. The agent integrates directly into your PSA (Professional Services Automation) system and begins working on tickets the moment they arrive—gathering context, diagnosing issues, executing fixes, and documenting everything without requiring a technician to open the ticket.

Who It's For & The Problem It Solves

MSPs face a chronic margin problem: routine tickets like password resets, user onboarding/offboarding, and access requests consume expensive L2 technician time that should be spent on billable project work. Rallied solves this by autonomously handling routine work end-to-end, allowing MSPs to take on more clients without adding headcount. Simple tickets no longer sit in queues, and your senior techs stay focused on work that requires human judgment.

Key Features & Capabilities

• Autonomous Ticket Resolution: Handles L1 and L2 tickets completely—no human touch required for routine work
• First Touch on Every Ticket: Pulls client context from connected systems and begins diagnosis instantly
• RMM Script Execution: Finds endpoints, runs approved scripts, and logs results back to the ticket without remote desktop sessions
• Microsoft 365 Automation: Executes user and mailbox administration directly from tickets
• Natural Language Workflows: Write runbooks in plain English—no coding or complex workflow builders required
• In-Context PSA Chat: Chat with the agent directly inside ConnectWise or HaloPSA pods for guided troubleshooting
• Policy-Bound Execution: Configure which actions run autonomously and which require approval, with client-specific rules
• Audit-Ready Logging: Every action, approval, and refusal is logged with reasoning for complete transparency

Typical Workflows

Rallied excels at repetitive, rule-based tasks: offboarding departing users across all systems, provisioning new hires with appropriate access, resetting stuck print queues, unlocking accounts, and triaging tickets with full diagnostic context. For tickets requiring judgment, it hands off to a technician with diagnosis and next steps already documented.

Integrations

Connects to major PSA platforms (ConnectWise PSA, HaloPSA, Autotask, SuperOps, Jira Service Management), RMM tools, identity systems, documentation repositories, and Microsoft 365. Designed for governed multi-tenant MSP environments with per-client scoping and least-privilege access.

What Differentiates It

Unlike traditional automation tools that require months of setup and ongoing maintenance, Rallied works from day one using your existing documentation and PSA data. It doesn't just suggest next steps—it completes the work. SOC 2 Type II compliant with identity verification, approval workflows, and client-by-client guardrails built for MSP security requirements. Pricing is outcome-based ($3 per resolved ticket) rather than per-endpoint, so you only pay when the agent actually completes work.