Fixify Introduces AI Automation for MSP Help Desks

Fixify has released a new automation service designed for managed service providers (MSPs) to handle Tier 1 IT support requests. The platform employs autonomous AI agents that operate within existing professional services automation (PSA) systems, overseen by a 24/7 team of human analysts to manage exceptions and complex scenarios.

The service focuses on high-volume, routine tasks such as password resets, account lockouts, and group membership changes. By integrating directly with identity and productivity platforms like Microsoft Entra ID, Okta, and Google Workspace, the agents are capable of executing end-to-end resolution processes. Fixify operates on an outcome-based pricing model, charging MSPs only for successfully resolved tickets rather than through traditional per-seat licensing.

CEO Matt Peters stated that the platform aims to address the common industry struggle of balancing rising ticket volumes with staffing costs. By delegating routine tasks to AI agents, the company intends to allow MSPs to improve service capacity without adding to their headcount. The service is currently available in the United States and Canada and supports common PSA platforms including ConnectWise, Kaseya Autotask, HaloPSA, and NinjaOne.