Case Study: Intech Hawaii streamlines ticket triage with ConnectWise AI agents

Intech Hawaii saves 30+ hours with ConnectWise

Intech Hawaii, an MSP, faced significant operational challenges with manual ticket triage and recurring Microsoft alert misassignments. These inefficiencies consumed hours of daily technician time and required over 30 hours of repetitive configuration work every two years, straining resources and slowing response times for their clients. To address this, they turned to ConnectWise and implemented its AI Agents, specifically the Board Triage Agent and the Company Assignment Agent.

By deploying ConnectWise's AI Agents, Intech Hawaii automated its ticket triage and Microsoft alert assignments. The solution delivered immediate and substantial results, saving over 30 hours of upfront configuration work and reclaiming multiple hours of manual labor every single day. This dramatically reduced ticket handling time from minutes to seconds, improved SLA responsiveness, and enhanced the overall customer experience, all without the need for additional staffing.