ConnectWise has acquired zofiQ, an agentic AI company designed to automate high-volume managed service provider (MSP) service desk operations, as the company pushes what it calls the “Age of Autonomous Service.” The deal brings zofiQ’s AI agents deeper into ConnectWise’s professional services automation (PSA) workflows, with ConnectWise positioning the technology as a horizontal automation layer that will expand across its broader platform over time.
ConnectWise said zofiQ is already being used by ConnectWise PSA partners and is delivering measurable operating impact, including a 20% increase in endpoints managed per technician. The company also cited results such as 50% fewer reactive hours through automation, 2–3 hours saved per agent per day, 5–10 minutes saved per ticket, and 90–97% accuracy in triage and classification. ConnectWise said the outcomes can translate into as much as a 30% margin improvement for MSPs by shifting technicians away from repetitive tasks and toward higher-value work.
The acquisition comes as IT service providers face rising demand and continued constraints on available talent. ConnectWise framed the purchase as a way to help partners resolve more tickets without adding headcount, while protecting service quality and profitability. In practice, zofiQ’s AI agents operate inside ConnectWise PSA workflows to handle routine triage, resolution steps, and documentation—areas where service desks often struggle to scale efficiently across multiple customers and tenants.
ConnectWise said zofiQ’s role will broaden beyond PSA. Over time, the company plans to extend the technology as a horizontal agentic layer across its portfolio, including ConnectWise RMM, cybersecurity, and data protection, and to enable partners to apply similar automation to third-party tools integrated through ConnectWise’s open ecosystem.
KEY QUOTES:
“MSPs are entering the Age of Autonomous Service, and the winners will be the ones who can scale without proportionately increasing operating costs… Data is the oxygen for AI, and autonomy only works when it’s powered by real operational data from the PSA, where service delivery happens every day. With zofiQ, we’re laying the foundation to accelerate agentic capabilities across the ConnectWise platform and into the broader ecosystem our partners rely on.”
Manny Rivelo, CEO, ConnectWise
“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… 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.”
Ben Tercha, Chief Operating Officer, Omega Systems
“We built zofiQ for MSP service desks where scale, speed, and service quality matter every minute… 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.”
Lee Silverstone, CEO, zofiQ
“The ConnectWise partner community is built on shared scale and operational excellence. By bringing zofiQ’s AI-driven automation into the ConnectWise platform, we’re enabling partners to onboard faster, operate efficiently across tenants, and extend autonomous service delivery across the ecosystem.”
David Raissipour, Chief Product and Technology Officer, ConnectWise
