AI Automation for IT Services & MSPs
Triage, password resets and status updates handled before an engineer touches the queue.
MSP engineers lose hours to tickets that are really lookups: password resets, access requests, is-it-down questions. Triage is inconsistent, onboarding a new client means a week of checklists, and clients call for updates because the portal tells them nothing.
Oido agents triage incoming tickets against your runbooks, resolve the routine requests directly within policy, keep clients updated automatically, and run onboarding checklists end to end.
Engineers work on engineering, and the ticket queue shrinks to the problems that deserve it.
What you can automate
- Triage and categorize tickets against your runbooks on arrival.
- Resolve routine requests within policy: resets, access, standard changes.
- Update clients on ticket status proactively over their preferred channel.
- Run client onboarding and offboarding checklists end to end.
Every MSP knows the queue math: a large share of tickets need no engineering judgment at all. They need a lookup, a standard change, or an update the client could not find. Oido takes exactly that share.
Triage on arrival, not at standup
New tickets get read, categorized, prioritized against SLA, and routed by the agent using your runbooks. Duplicates get linked, obvious P1 patterns get escalated immediately with a page, and the queue an engineer opens is already ordered.
The routine tier, resolved
Password resets, group membership, license assignment, standard onboarding changes: within the policies you define, the agent executes them and logs the change. Each one is a ticket an engineer never opens.
Clients updated before they ask
Status changes generate plain-language updates to the client automatically. The is-there-any-news call disappears, and with it the interruption tax on your engineers.
Onboarding as a workflow, not a week
New client: the agent runs the checklist through n8n, provisioning steps, documentation collection, monitoring setup tasks, chasing each owner until the list is green.
Built by people who run infrastructure too
We connect your PSA, RMM and documentation stack, encode your runbooks, and operate the automation with your team. You own your hosting and client data, with 24/7 support.
Questions we get asked
Which tickets can it close on its own?
The ones that are really lookups: password resets, access requests, is-it-down questions, licence queries, onboarding steps. Those are a large share of volume and almost none of the value your engineers add.
Can it triage the rest?
It classifies, gathers the diagnostic detail an engineer would ask for anyway, and routes with priority and context attached. Your engineer opens a ticket that already has the answer to the first three questions.
Can we offer this to our own clients?
Yes, plenty of MSPs do. You can run agents per client with scoped access and separate credentials, which is also how you avoid the support desk becoming the thing that limits how many clients you can take on.