What if your technicians could 3x—or even 5x—the number of users or endpoints they support? What if they could get smart summaries of ticket histories or not have to write resolution notes? And what if those same techs no longer had to spend painstaking time creating and updating SOPs and other documentation?
Advances in automation and AI within the MSP tool stack are making this all possible, enabling you to reap efficiencies and scale your business without scaling your staff—ultimately driving up your profit and revenue.
A typical MSP today supports between 100-300 endpoints or users per technician. “We’d like to see that more like 1,000 or 1,500 endpoints per technician,” says Nadir Merchant, GM and CTO, IT Glue, Kaseya. “And we believe that AI is one of the most meaningful ways that we can get there.”
Here’s a look at the GenAI and automation capabilities in the Kaseya IT Complete platform and how MSPs are benefiting today.
Automated Documentation = Better Peace of Mind and Time Saved
Kaseya has been on the leading edge of AI, introducing its Cooper Intelligence Engine in 2022 and continuing to build on that foundation throughout its platform. For example, Cooper Copilot for IT Glue, introduced in 2024, now has five applications: Smart Create to automate document creation; Smart Relate to automatically associate related documents; Smart Assist to help with curating and keeping documentation relevant; Smart SOP Generator, which records a technician’s behavior to automatically create an SOP; and Smart SOP Writer, which takes prompts from a technician to generate an SOP.
The first version of Smart Assist focused on SOPs. The second version, rolled out in January 2025, automates the detection and removal of duplicate configurations, Merchant says. Coming after that will be the ability to identify and remove stale and weak passwords.
“I’m a big fan of the Smart Assist feature,” says Frank Merino, COO of Forthright Technology Partners, an MSP based in Weston, Florida. “As a long-time IT Glue user, it has helped us remove outdated legacy data, reducing liability and giving us peace of mind with a lean, secure, and up-to-date documentation environment.”
MSPs are saving time too. “Since we launched Smart Create and Smart Relate, over 15,000 individual pieces of documentation have been either created or related to each other, saving over 750 hours of technician time,” Merchant says. And in a recent Kaseya user survey, 66% of MSPs said Smart Relate had provided them with meaningful suggestions, he adds.
“My favorite thing about IT Glue is the ‘Glue.’ It really holds our team and service delivery together,” says Jason Etheridge, president of Logic Speak, an MSP in Alpharetta, Georgia. “Now, with AI, the heavy lifting is done for us. It’s the ONLY documentation platform we trust.”
Ticket Mastery
Kaseya also launched Cooper Copilot for PSA last October, for both Autotask and BMS. “It automatically generates resolution notes and a summary of what’s happened with a ticket to make it very easy for somebody who’s had a ticket escalated to them,” Merchant says. “And when they want to close a ticket, instead of having to write their own resolution notes, our AI will just simply write resolution notes for them. It’s about time savings and making it easier for them to do their job.”
For Merino, the Smart Ticket Summary in Autotask is saving his escalation team 800 minutes per month “by cutting through ticket chatter, enabling streamlined client conversations. and faster, more effective escalation actions.”
Nicholas Souris, a technical specialist at MPS business CMIT Solutions of Stamford, Connecticut, echoes that enthusiasm. “Cooper has made my work 10x easier. Summarize a 40-page ticket for me in seconds? Yes, please.”
Kim Drumm, director of business process management for Vitis Technologies, an MSP in Cincinnati, Ohio, notes the relevancy of the AI-generated information. “This is the first time I am seeing AI-generated content that I would actually use,” she says. “What I have seen from other tools doesn’t sound like a human. Cooper Copilot for Autotask is a game changer.”
Related: Businesses Love Gen AI—and They’re Using MSPs to Get It
Redefining Value: Smarter, Secure AI Solutions
Kaseya is also taking care to address MSP partners’ concerns around data sovereignty and data protection, Merchant says. For instance, they don’t use cross-tenant data to teach the models. “We will use some anonymized data for training or algorithms, but that’s very generic information,” Merchant explains. “When we’re making specific recommendations, everything is done on the tenant level, and that’s how we keep those things segregated.”
Cooper Copilot in Kaseya’s products is baked into the technology, not an add-on MSPs must pay for. “Unlike a lot of organizations, we’re not monetizing this. We want to make our technology more valuable, and this is one way we can do it.”
Empowering MSPs For The Future
AI and automation are no longer just buzzwords—they’re game-changing innovations transforming the MSP landscape. By leveraging tools like Kaseya’s Cooper Copilot, MSPs can drive efficiency, scale operations, and deliver exceptional service, all while staying ahead in a competitive market.
