ConnectWise announced ConnectWise Agentic RMM on October 29, a remote monitoring and management tool — software MSPs use to watch over and manage client devices — that goes beyond alerting to investigate the device behind a support ticket, test possible causes, and propose a fix from a pre-approved catalog, all within the same ticket view the technician is already using.
The company says the fix is staged for technician approval before anything changes on the endpoint, so human oversight remains in the loop. Alongside the RMM Agent, ConnectWise made three intake agents generally available: a Voice Agent that handles inbound support calls and creates structured ticket records, a Teams Agent that collects missing information before a ticket is created, and an Email Agent that does the same through email. All four are available now to ConnectWise partners. ConnectWise says one early customer ran the agent across more than 500 live tickets and received a useful diagnosis on 91% of them, each in roughly a minute.
Businesses that rely on an MSP using ConnectWise tooling may want to ask their provider how these agentic capabilities fit into their service workflows and what the approval and oversight process looks like when an agent proposes a remediation. ConnectWise is holding its IT Nation Connect conference November 4–6, where it says it will share additional detail on its broader agentic platform roadmap.
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