Overnight coverage
The first pass happens in the client’s hours. Your technicians start with the findings.
Overnight coverage used to mean a night shift or a partner desk. With NetZen the AI covers the first pass: it answers, asks, checks the device and runs the fixes you allow, and your technicians pick up the rest in the morning.
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.
What the AI does while you sleep
Opens the ticket for the right client and site, asks what your intake policy asks, answers from that client’s knowledge, reads the device through the NetZen agent and runs an enabled fix if its approver says yes. The user gets a reply under your name instead of waiting for the morning.
What the AI agent does on a ticket →What waits for a person
Anything the AI may not fix, and any fix whose approver is your technician. The ticket moves to Waiting for agent with the checks, findings and logs attached, so the morning shift starts on the investigation, not the questionnaire.
The AI service desk that is also your RMM and PSA →The SLA runs in the client’s hours
Response and resolution targets count business hours in the requester site’s time zone and pause while a ticket waits on the requester, an approval or a third party. First Response and Due At are columns in your queue, so the night’s tickets sort themselves by what is due in Dallas, not in Bengaluru.
Questions MSPs ask
Yes. Set the site manager as the approver on the automations you want handled without your team, and the AI waits for that person.
The AI can answer a support number you give clients and open or update the ticket from the call. Call-backs by a person stay with your team.
The AI replies in the language the user writes in. Your technicians see the thread on the ticket.
From an MSP using NetZen
“They're seeing speed and consistency in the responses. Their tickets are being handled more efficiently.”
Vik Joshi, Cinema Hero Solutions
Read the customer story →Try the NetZen platform
Thanksgiving Offer
$50$100USD per technician per month*
Set the test computer’s site to a US time zone and watch the SLA clock run in the client’s hours.
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What clients ask