Rallied

Rallied is an AI automation tool designed specifically for managed service providers (MSPs), with the core idea that "your automation tool shouldn't need its own engineer." It uses AI agents to handle onboarding, offboarding, and L1/L2 tickets end to end within PSA (professional services automation) systems, helping MSPs take on more clients without adding staff.

Purpose

Rallied mainly addresses pain points in MSP daily operations: simple tickets waiting in queues, senior technicians (L2) being occupied by low-value tasks such as password resets, the high setup and maintenance cost of traditional automation tools, and documentation lagging behind. It aims to let routine work be completed automatically without technician involvement, bringing in humans only when judgment or approval is needed, so technicians can focus on billable projects.

Key Capabilities

• Resolution on first contact: Rallied handles first contact for every ticket, checks the client's real-time status in connected systems, diagnoses the real problem, and resolves L1 and L2 requests within the PSA before a technician opens a tab.
• Natural language workflow automation: Write runbooks in plain English, and Rallied executes them step by step, for example offboarding a departing user, setting up a new hire, or resetting a stuck print queue, with all actions logged to the ticket.
• Contextual chat within the PSA: Chat with the agent in the ConnectWise pod or HaloPSA tab, and it pulls relevant context from the PSA, RMM, and documentation to guide the technician toward the right next step.
• Endpoint remediation without remote sessions: Rallied finds the endpoint in the RMM, runs approved scripts, and writes the results back to the ticket.
• Automatic documentation: Rallied writes notes and time entries as it works, so documentation is complete when the ticket is closed.
• Multi-level instructions: Supports setting instructions at three levels: MSP, per client, and per integration, for example "For Parkview, always CC the office manager on mailbox changes," and that rule applies only to that client.

How to Use

1. Integrate your stack: Connect systems such as PSA, RMM, and documentation to build context. Configure what the agent can do autonomously and what requires human involvement.
2. Test and iterate: Run Rallied in Plan mode (only showing intended actions without making changes), or execute directly. EvaluateThe agent's responses, and write runbooks in natural language to define specific workflows.
3. Full deployment: Once satisfied with the results, deploy the agent across all customers. Most MSPs complete PSA connection and go live within a week.

Rallied supports ConnectWise PSA, HaloPSA, Autotask, SuperOps, and Jira Service Management. When a ticket reaches a status you choose, Rallied begins working. If the agent cannot complete or is not permitted to perform an action, it hands the ticket to a technician, with the diagnosis, customer history, and next steps already documented in the notes.

Use Cases

Rallied is suitable for MSPs looking to automate routine IT support tasks, including: password resets and lockouts, access requests, user onboarding and offboarding, print queue troubleshooting, and other L1/L2 tasks. It helps MSPs scale their customer count without adding staff.

Limitations and Security

• Security architecture: Rallied controls autonomy through approvals, least-privilege access, identity checks, and auditable logs. You can allow, require approval for, or disable each action, and set different rules for different customers. New connections start with conservative defaults, and permissions expand as the agent proves reliable.
• Pricing: $150 per month, billed monthly, including 2,000 credits. Tickets are billed once based on the maximum amount of work the agent does: handling the ticket alone (replies, notes, status updates) is 1 credit; looking up or changing things in other systems (such as checking a user or resetting a password) is 3 credits; using more than 6 different actions across more than 3 systems or running scripts is 8 credits. A typical month covers about 700 tickets. Tickets that cannot be completed, are not permitted to be actioned, or where no action is taken are not charged. When credits run out, the agent pauses and posts an internal note on the ticket, resuming after credits are added or the next monthly reset. Auto-recharge is optional.
• Challenges: Building a convincing demo may take only a weekend, but the subsequent customer-level guardrails, vendor API changes, and ensuring the entire team does not depend on a single builder to run it are the hard parts.

(Note: the materials do not provide more details about specific deployment environments, language support, API documentation, etc.)