How AI Is Helping MSPs Move Beyond Support Tickets

MSPs are using internal AI to automate support tickets and free technicians for security, strategy, project work, and other higher-value services.

Sep 29, 2026
1 minute read

Transcription

For MSPs, the biggest AI opportunity might not just be in automating some ticket resolution. It actually is probably in what those technicians are doing with their time. Instead, [snorts] Shield Technology Partners last week launched Forge, an AI powered automations platform that it says is drastically reducing the time that technicians are spending on tickets. Shield says Forge can resolve over half of tickets stuck in the queue. And at one of the MSPs that it partners with, technicians report saving roughly 70% of the time they were dedicating to more monotonous and routine tickets.

But that's actually where the story here starts, not where it should end, because this is actually a question about what MSPs can do with the time savings that AI unlocks. Now, the point here that you need to keep in mind is that AI can shift you and your technician team from reactive address things as they come services into proactive security solutions, more direct account strategy, complexbased project work, and ultimately identifying what your customers need, maybe even before they do, and definitely before that need turns into an action item back at your help desk.

That's going to change the AI conversation for MSPs. The question isn't just how many tickets can AI automate. It's really what are my technicians going to do with the time that AI is saving them? Because moving forward, your business strategy shouldn't be AI as an efficiency tool. It should be AI as an operational component to you unlocking the talent you already have on your team to better support your customers. I'm back next week for another Inside the Headlines, but until then, head to channelinsider.com to read this story and others just like it.

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AI could change MSP service delivery in a bigger way than simply resolving support tickets faster. Shield Technology Partners recently launched Forge, an internal AI platform designed to automate MSP service delivery.

The company says the technology can resolve half of actionable helpdesk tickets, while one MSP using the platform has reduced technician ticket-resolution time by roughly 70%. For MSPs, the bigger opportunity is what happens with that newly available capacity.

Technicians can spend more time on proactive security, strategic account work, projects, and identifying customer needs before they become support tickets. In this episode of Inside the Headlines, Channel Insider examines why internal AI tools could become growth engines for MSPs—not just efficiency tools.

Victoria Durgin

Victoria Durgin is a technology communications professional and editorial leader specializing in channel technology, cloud marketplaces, managed service providers (MSPs), technology distribution, and partner ecosystems. As Managing Editor of Channel Insider, she oversees editorial strategy and content development focused on helping technology vendors, solution providers, and channel partners navigate an evolving IT landscape. With nearly a decade of experience spanning technology journalism, corporate communications, content strategy, and digital publishing, Victoria has developed deep expertise in the business side of technology. Her work includes creating executive thought leadership content, industry analysis, case studies, and channel-focused reporting that helps organizations better understand market trends, partner relationships, and technology buying decisions. Before leading Channel Insider, Victoria built experience across local journalism, business reporting, social media communications, and corporate marketing. She has worked closely with technology vendors, cloud providers, and managed service organizations to develop content that highlights industry innovation, business growth strategies, and successful channel partnerships. Her portfolio includes case studies featuring mid-sized MSPs across the United States, Canada, and Australia. Victoria's work has appeared in Channel Insider, The Valley Ledger, and Medium. She holds a Bachelor of Arts in Communications and Environmental Studies from Susquehanna University. Through her reporting and editorial leadership, she helps technology professionals stay informed about the trends, challenges, and opportunities shaping the global IT channel.

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