More tickets resolved, less time per ticket.
Margins come from efficient support. We put AI on triage, first-response and documentation so your engineers focus on the hard problems.
Running an MSP means your engineers are often buried in L1 tickets, chasing the same fixes and formatting the same monthly reports, when they should be solving the problems your clients actually pay you for. The margin pressure is real, and it rarely comes from a lack of technical skill.
Fettle puts AI to work on the repetitive, high-volume parts of your support workflow. Triage, first response, documentation, service reports. Your team gets back to the work that builds the relationship and protects the margin.
AI for your IT business, at a glance.
Agents built around your desk.
Off-the-shelf tools where they fit, and bespoke AI agents we build, run and improve for you where they don't. Here's where we'd start.
Ticket Triage Agent
Categorises, prioritises and routes incoming tickets instantly.
First-Response Agent
Drafts resolutions for common issues from your knowledge base.
Documentation Agent
Keeps runbooks and client docs current from resolved tickets.
Service Report Agent
Builds the monthly client report from your ticketing data.
What changes, with examples.
Incoming tickets sit in a shared queue until an engineer reads them, works out the priority, and assigns them manually, adding delay at the start of every support request.
A Ticket Triage Agent reads each ticket as it arrives, categorises it by type and urgency, and routes it to the right engineer or queue instantly, without anyone lifting a finger.
Engineers write out resolutions for password resets, VPN issues, and printer faults from scratch, or copy-paste from old tickets, every single time.
A First-Response Agent pulls the right fix from your knowledge base and drafts a clear, accurate response for the engineer to review and send, cutting handle time on common issues significantly.
A senior engineer or account manager spends hours at the end of each month pulling ticket data together and formatting it into a client-facing report.
A Service Report Agent builds the monthly report automatically from your ticketing platform data, ready for a final review before it goes to the client.
A week with Fettle at an IT support provider
By Tuesday morning, the Ticket Triage Agent has already categorised and routed overnight tickets before the first engineer logs on, with urgent items flagged and L1 issues queued for first-response drafts. When a wave of MFA lockout requests comes in mid-week, the First-Response Agent handles the initial replies in seconds, pulling the standard fix from the runbook and leaving engineers to confirm and close. A resolved networking issue on Thursday automatically updates the relevant client runbook via the Documentation Agent, so the next time it happens, the answer is already there. On Friday, the Service Report Agent assembles the monthly summary for one of the larger clients, and the account manager sends it out after a five-minute review, rather than spending the afternoon building it from scratch.
That's time freed valued at £75 an hour, plus the cost of the tools we help you cut. Your assessment works it out on your own numbers.
Our ticket data is spread across different tools. Can Fettle still work with it?
+
We have our own knowledge base. Will the AI actually use it, or just make things up?
+
My engineers are protective of how tickets are handled. Will this cause more problems than it solves?
+
Two ways to start
See what AI would do for your IT business.
Try the free 2-minute quick win, or get the full £99 assessment with a costed, prioritised plan.