On the ticket
One ticket, worked by the agent from the first question to the fix.
Follow a request through NetZen: where it arrives, what the agent asks, what it reads, what it is allowed to run, and what a technician sees when it hands over.
30 days · No card required · Work account
AI safety and security
The AI asks before it acts.
1. It reads
The ticket, the device and that client’s knowledge.
2. It asks
The requester, your technicians or the site manager, as you set per fix.
3. It records
The run, the approval and the result, on the ticket or in History.
1. It takes the request where the user already is
The user writes in Teams, Slack, Google Chat, email, web chat or on the phone, under your MSP’s name. The agent opens the ticket for the right client and site and asks what your intake policy asks: which app, what error, since when. No form, no second channel.
The channels, per client →2. It answers from that client’s knowledge
If the question has an answer in the knowledge you gave it for that client (your articles, IT Glue, Hudu, a crawled help page), the agent answers and cites the source. It never answers one client from another client’s knowledge, and it helps only the users you added or synced.
The AI knowledge base, scoped per client →3. It reads the device
Through the NetZen agent on Windows, macOS or Linux it checks what a technician would check first: services, processes, disk, network, clock, installed software, patch status, recent events. The findings land on the ticket while the user is still typing.
What it checks and what it may fix →4. It runs the fix you allow, with the approval you set
When a tested automation matches, the run waits for the approver you chose for it: the requester, your technicians, the site manager, or none for the routine checks you trust. The run, its output and who approved it stay on the ticket.
5. It hands over with the findings
When the request needs a person, the agent stops. The ticket moves to Waiting for agent with the checks, the findings and the logs attached and a suggested technician. Time logged on the ticket becomes the line on the invoice.
The AI service desk that is also your RMM and PSA →Questions MSPs ask
Microsoft Teams, Slack, Google Chat, Pumble, email, web chat and phone. Every channel opens and updates the same ticket.
Knowledge answers and automations go to the users you added or synced from a client’s directory. Everyone else reaches your team through the same ticket.
The conversation, every check the agent ran with its result, the logs it collected, any run and its approval, and the next step with its owner.
From an MSP using NetZen
“NetZen seems much more aligned with where support operations are heading rather than just adding an AI integration onto an older model.”
Vik Joshi, Cinema Hero Solutions
Read the customer story →Try the NetZen platform
Thanksgiving Offer
$50$100USD per technician per month*
Connect your own computer, send the sample app request and follow the approval and the device action.
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On the device