Automate up to 60% of the grunt work with AI ticket resolution for MSPs
Password resets, lockouts, mailbox access, onboarding. Rallied reads the ticket in your PSA, checks the client’s live systems, runs the approved fix, and tells the user what happened. The ticket comes back closed, with the notes and time entry already written.
$150 a month for 2,000 credits, about 700 tickets in a typical month.
How it works
Rallied works the ticket the way your best tech would, inside the PSA you already run.
- First touch on every ticket.
- When a ticket reaches the status you choose, Rallied reads the request, the client’s instructions, the requester’s history, and how the last one like it was fixed.
- Diagnosis from live system state.
- It checks Microsoft 365, the RMM, and the client’s documentation in IT Glue or Hudu, then looks for a matching workflow before choosing an action.
- Resolution written back to the PSA.
- It runs the approved fix, tells the user what happened, writes the notes and the time entry, and closes the ticket.
Approvals and controls
You set the boundaries, per action and per client.
- Auto, approval, or off, for each action.
- Lookups run on their own while a password reset waits for a technician’s sign-off. Different clients can run different rules.
- Start in Plan Mode.
- Rallied posts the exact steps it would take on real tickets without touching a system. Widen access as it earns it.
- Clean handoffs.
- When it isn’t sure, the ticket goes to a tech with the diagnosis already in the notes. Hardware, onsite work, and security incidents always go to your team.
Use cases
Each of these arrives as a ticket in your PSA, and Rallied works it end to end.
Password resets
Verifies the requester, clears the lockout, issues a temporary password, and closes the ticket.
MFA re-enrollment
Resets the old factor and walks the user through enrolling their new device.
Shared mailbox access
Collects the client’s required approval, then grants delegation in Microsoft 365.
Distribution lists
Updates memberships in Active Directory and syncs the change to Microsoft 365.
Onboarding
Creates the account, assigns groups and licenses, and notifies the manager before day one.
Offboarding
Disables the account, removes licenses, and converts the mailbox to shared.
Software licenses
Assigns a free seat when one exists, or purchases a license after approval.
Resetting printers
Clears the stuck queue and restarts the spooler on the endpoint.
Questions about AI ticket resolution
Which tickets can AI resolve without a technician?
The ones with a known fix: password resets, lockouts, MFA re-enrollment, shared mailbox access, distribution lists, onboarding, offboarding, software licenses, and stuck print queues. Hardware, onsite work, and security incidents always go to your team.
What resolution rate should I expect on L1 tickets?
It depends on your ticket mix and on which actions you let Rallied run. You can measure it on your own tickets before anything changes: in Plan Mode, Rallied posts the exact steps it would take on real tickets without touching a system.
Does Rallied change anything without a technician's approval?
Only the actions you set to Auto. Each action is set to Auto, Approval, or Off, and different clients can run different rules. A common start is lookups on Auto and password resets on Approval, so a technician replies approved on the ticket before the reset runs.
Which PSAs does AI ticket resolution work with?
ConnectWise Manage, HaloPSA, Autotask, and SuperOps. Rallied reads the ticket in your PSA, then writes the reply to the user, the notes, and the time entry back to it before closing it.
How much does AI ticket resolution cost?
Rallied is $150 a month, billed monthly, with 2,000 credits included. Each ticket costs 1, 3 or 8 credits depending on how much work the agent did on it, so a typical month covers about 700 tickets. Tickets it couldn't finish are never charged.