Hexnode, Mitsogo’s enterprise software division, has unveiled Hexnode Synapse, an agentic AI orchestration layer for IT and security operations designed to turn requests and system events into coordinated, governed, and traceable actions.
Hexnode Synapse helps MSPs coordinate service requests, alerts, and events from initiation to resolution across the tools involved. It extends workflows across the IT and security tools teams already use and runs deepest on Hexnode UEM, Hexnode XDR, and Hexnode IdP.
“For MSPs, the challenge is not managing one environment, it is scaling consistently across hundreds of different customer environments,” said Rachana Vijayan, EVP & CMO of Hexnode.
Hexnode Synapse coordinates AI agents across IT and security
Hexnode Synapse operates via specialized AI agents that reason about incoming requests and alerts, determine the appropriate next step, and act within defined guardrails.
It is a governed, agentic AI orchestration layer that coordinates service requests, alerts, and events from initiation to resolution across the tools involved.
It features:
- Device Agent: Supports root cause diagnostics, compliance drift remediation, patch and vulnerability remediation, and device provisioning through Hexnode UEM.
- Identity Agent: Supports access requests, identity lifecycle operations, role changes, and account-related tasks through Hexnode IdP.
- Threat Agent: Support alert triage, threat investigation, and containment through Hexnode XDR.
MSP workflows span device, identity, and threat management
Hexnode Synapse starts with native context from Hexnode UEM, Hexnode XDR, and Hexnode IdP and extends workflows into surrounding IT and security tools.
Instead of requiring MSP technicians to move manually between consoles, it coordinates agents, approvals, and system actions around a single request, alert, or event, and coordinates cross-product sequences when a workflow spans more than one system.
“If you look at the real work of IT, nothing ever happens inside just one system,” said Apu Pavithran, CEO and Founder, Hexnode. “Onboarding a person touches identity, devices, and your HR system. Responding to a threat touches the endpoint, the user’s access, and the ticket. And today, a person is the one connecting all of that, every single time.”
Guardrails keep sensitive AI actions under human control
Further, Hexnode Synapse uses guardrails with action-level approval gates and a traceable execution history to keep agent actions under human control.
Work proceeds autonomously within those guardrails, with sensitive actions, endpoint isolation, or changes to privileged access routed to a named approver before execution.
“Routine work can happen on its own. Anything consequential comes back to a person, and if the system is not sure, that comes back to a person too,” said Pavithran. “Autonomy without that control is not something an IT team will ever deploy.”
Each autonomous and approved action is recorded in the Execution Center, and MSP teams can browse and export this history to support service reporting, reviews, and audits.
Hexnode Synapse will integrate with ServiceNow, Zendesk, Microsoft Entra ID, and BambooHR at launch to carry workflows into the IT, identity, HR, and service-management systems MSPs manage for their clients.