Fixify brings AI agents to MSP help desks with outcome-based pricing
Managed service providers face a familiar scaling trap: more clients means more tickets, and more tickets means more headcount. Fixify is targeting that exact problem with a managed AI automation service that just hit general availability for MSPs in the United States and Canada.
What It Does
Fixify deploys AI agents that handle Level 1 support tickets from first touch through resolution. The service focuses on high-volume, repetitive requests: password and MFA resets, account lockouts, application access, group membership changes, and common onboarding and offboarding tasks. Human analysts at Fixify supervise the agents around the clock and step in when a ticket needs judgment a machine should not make alone.
The platform integrates with identity and productivity tools including Microsoft Entra ID, Microsoft 365, Google Workspace, and Okta. On the PSA side, it works inside ConnectWise, Kaseya Autotask, HaloPSA, and NinjaOne, recording all actions and communications in the MSP’s existing system of record.
How It Differs from Workflow Automation
Traditional automation tools handle pieces of a ticket and hand the rest to a technician. Fixify uses natural-language playbooks built for each individual MSP client, covering the specific processes, applications, and approval requirements that vary from customer to customer. Fixify builds and maintains those playbooks, so MSP technicians are not pulled into configuring or debugging the automation themselves.
“Automation was supposed to transform MSP service desks, but too often it just gives technicians another tool to manage or a half-finished ticket. Agentic AI changes that. We can take on the entire ticket, with our people supervising the AI, so MSPs can improve margins and grow without adding technicians at the same rate as customers.” — Matt Peters, CEO and co-founder, Fixify
Pricing
Fixify charges per successfully resolved ticket rather than a flat license fee tied to endpoints, technicians, or client count. If the ticket does not get resolved, Fixify does not get paid.
For MSPs evaluating it in person, Fixify is at booth #741 at IT Nation Connect Global in Orlando, Florida, November 4 through 6.
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