CEO Manny Rivelo on ConnectWise Acquisition of zofiQ

ConnectWise has agreed to acquire agentic AI startup zofiQ, a move the company says will accelerate automation across MSP service desks and deepen AI-driven capabilities inside its platform.

We spoke with ConnectWise CEO Manny Rivelo about the deal and how bringing zofiQ into the fold benefits the company’s partner base.

ConnectWise integrates zofiQ’s agentic AI into PSA workflows

The acquisition brings zofiQ’s autonomous AI agents directly into ConnectWise PSA workflows, where they are already being used by some partners to automate high-volume service desk tasks such as ticket triage, classification, resolution, and documentation. 

“We built zofiQ for MSP service desks where scale, speed, and service quality matter every minute,” said Lee Silverstone, CEO of zofiQ. 

“The future of service delivery isn’t AI that just makes suggestions, it’s AI that takes action inside the workflow, with humans overseeing and guiding fleets of autonomous agents to deliver real outcomes at scale. With ConnectWise’s investment and platform reach, we’re accelerating the zofiQ roadmap and expanding what’s possible for partners, delivering faster innovation, deeper integrations, and greater impact across the tools they rely on every day,” Silverstone continued.

What agentic AI changes for MSP service desks

ConnectWise positioned the deal as a foundational step toward what it calls the “Age of Autonomous Service,” as MSPs face growing service demand without corresponding growth in available technical talent.

“Some of the highest operational costs for most MSPs are labor-oriented, and there are real challenges between labor sortages and the general peaks and valleys of business that are associated with those costs,” Rivelo said. “Most MSPs today are interested in some form of automation because it answers those challenges.”

ConnectWise says zofiQ automation cuts service hours up to 50%

According to ConnectWise, zofiQ’s technology is designed to operate natively inside the PSA, using operational service data to take action rather than simply make recommendations. 

The company said partners already using zofiQ within ConnectWise PSA have increased endpoints managed per technician by roughly 20 percent, while reducing reactive service hours by as much as 50 percent through automation.

The result, ConnectWise claims, is increased service capacity without additional headcount, along with margin improvements of up to 30 percent. 

Partners are reportedly saving two to three hours per technician per day and five to 10 minutes per ticket, with triage and classification accuracy rates between 90 and 97 percent.

“When we did our due diligence on this acquisition, we talked to a lot of mutual partners who were already using us and working with zofiQ. Not a single one of them told us they didn’t find value in the product,” Rivelo said, noting that while all partners tend to have different ways to quantify those gains, all reported a sense of gaining efficiencies across their workflows.

MSP Omega Systems is among the early adopters using zofiQ as an AI integration layer across its managed services stack. 

“When the native applications Omega relied on lacked built-in AI capabilities, zofiQ acted as the AI integration layer that enabled Omega to adopt and leverage advanced AI across their managed services stack, said Ben Tercha, Chief Operating Officer at Omega Systems. 

“ZofiQ connected to those legacy and SaaS systems through APIs, connectors, and event-based integrations, ingesting relevant telemetry, ticketing, and monitoring data without requiring modifications to the underlying applications. Once data was consolidated and normalized, zofiQ applied AI models for anomaly detection, ticket classification, prioritization, root-cause suggestion, and intelligent automation — delivering AI-driven outcomes directly where technicians work,” Tercha continued.

ConnectWise continues to build platform approach to MSP tooling

ConnectWise plans to position zofiQ as a horizontal agentic layer across its portfolio, including PSA, RMM, cybersecurity, and data protection offerings. 

The company also intends to extend zofiQ’s automation through its open ecosystem, allowing partners to apply the same AI-driven workflows across third-party tools integrated with ConnectWise.

The move follows years of internal development and prior acquisitions that have pushed ConnectWise towards Rivelo’s goal of making the company an essential component of how MSPs run their businesses in an era of AI-driven efficiency expectations.

“Most MSPs haven’t yet really embraced automation because there are challenges when you have to build solutions or hire teams to manage things like RPAs,” Rivelo said. “We believe there’s a better way. What we’re doing is unlocking that value for MSPs.”

David Rassipour, ConnectWise’s chief product and technology officer, said the acquisition will help partners onboard faster, operate more efficiently across multiple tenants, and extend autonomous service delivery throughout the ecosystem.

Why Rivelo says 2026 is the year partners need to start moving forward

Rivelo, like many others in the channel, says MSPs need to focus on how to embrace automation in their operations to remain competitive.

To him, the efficiencies found in early adopters, from quicker ticketing time to the ability to spend time on strategic conversations with customers instead of more mundane service tasks, are going to prompt many end-user organizations to seek MSPs who can provide a stronger experience.

“It’s time for MSPs to move this year. If you haven’t done so yet, there’s a real opportunity to do so through the agentic AI technology because it provides a level of simplicity to get started,” Rivelo said. “Even if you don’t trust the agent to actually handle the tasks yet, start embracing automation and keep the human in the loop.”

“I think the MSPs who deploy agents are able to provide their customers with a better experience, either because their responses are quicker, or because they can have more strategic approaches to their business because of the time savings,” he continued. “If you don’t do it for your customers, they may start looking for another MSP who will, so you’ve got to start to move on this in 2026.”