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Notes from the service desk

What we are learning about running an MSP with AI agents — what works, what does not, and what we would do differently.

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Ticket triage automation for MSPs: the complete guide

What triage actually costs a service desk, what AI classification can and cannot do about it, and the questions that separate a working system from a demo.

Emil Isanov

August 17, 2026 · 10 min read

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Latest articles

Automation
AI ticket dispatch: skill, load and shift instead of whoever is free
Dispatch is a routing decision made dozens of times a day under pressure. What it takes to automate it credibly, and what changes for the person who used to be the router.
Emil Isanov
August 17, 2026 · 9 min read
Business
AI in your PSA: integration realities and the build-vs-buy question
The PSA is where MSP automation lives or dies. What integration actually means, why your ticket history is the asset, and an honest look at building it yourself.
Emil Isanov
August 17, 2026 · 11 min read

The list · 26 pages · PDF

The 10 ticket types that cost an MSP the most

The ten ticket types that cost your desk the most, with the lever for each.

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