Summarized Reddit Comments on ConnectWise Sidekick

ConnectWise Sidekick Overview

ConnectWise Sidekick is a tool that aims to automate ticket triage and responses using AI technology.
Users are looking at Sidekick to prioritize tickets efficiently and potentially improve workflow automation.
Some users have found it challenging to integrate Sidekick effectively into their existing processes due to limitations in its learning capabilities.

Pros of ConnectWise Sidekick:

Can generate responses and help with basic troubleshooting.
Potential to improve support efficiency and enhance ticket responses.
Offers AI-based automation for ticket triaging.

Cons of ConnectWise Sidekick:

Users have reported issues such as sending tickets to the wrong board, incorrect details, and lack of learning capability.
Manual interaction may be required, defeating the purpose of automation.
Current version lacks feedback provision and learning capabilities.

Other AI Tools for MSPs

HaloPSA and Hudu are mentioned for utilizing AI in creating KB articles and refining ticket responses.
Integration with M365 Copilot is in progress to enhance support services using AI.
These tools have shown potential in improving support, automating responses, and simplifying ticket analysis.

Pros of AI Tools for MSPs:

Potential to reduce response time and improve troubleshooting accuracy.
Can assist in tracking projects, incidents, and improving support processes.
Offers automation for client interactions and internal SOP refinement.

Cons of AI Tools for MSPs:

Integration may still be in early stages, with some limitations in capabilities.
Requires manual review for sensitive data and training the AI models effectively.

User Experience with AI Tools

Users have had positive experiences with AI tools like NeoAgent for ConnectWise and Autotask, mentioning improved processes and time-saving benefits.
AI tools like Gemini Advanced are commended for organizing documentation and assisting with scripting for automations.
While AI tools may not replace human roles entirely, they are seen as supportive for enhancing efficiency in tasks.

Pros of AI Tools in User Experience:

Efficient in organizing documentation and improving scripting for automations.
Helpful in improving ticket notes, generating responses, and streamlining processes.
Provides support for efficiency without replacing existing roles entirely.

Cons of AI Tools in User Experience:

Some users may still be skeptical about the full potential of AI in replacing human tasks.
Limited to providing assistance on the side rather than complete automation of roles.

Considering Multiple AI Tools

Users have mentioned the potential of AI in revolutionizing MSP environments and offering professional services leveraging AI technologies.
Various tools like RPA and other AI integrations are suggested for trial to assess their compatibility with existing workflows.

Pros of Considering Multiple AI Tools:

Offers a diverse range of AI solutions to choose from based on specific requirements.
Potential for AI to transform workflows, improve efficiency, and enhance client interactions.

Cons of Considering Multiple AI Tools:

Mixed responses from users indicate the need for individual testing to determine the best fit.
Concerns about tools being flaky or misunderstanding simple tasks, requiring manual corrections.

In conclusion, ConnectWise Sidekick and other AI tools offer promising features for optimizing ticket triage, response generation, and workflow automation in MSP environments. Users are exploring the benefits of AI technologies to enhance support services efficiently, although some limitations and challenges are reported in terms of integration and learning capabilities.