ConnectWise has announced it has acquired zofiQ, an agentic AI company purpose-built to automate high-volume service desk operations. With zofiQ, ConnectWise is accelerating the "Age of Autonomous Service," empowering teams to scale service delivery and reduce operational strain.

Already in use by ConnectWise PSA partners today, zofiQ is driving a 20% increase in endpoints managed per technician and enabling organizations to increase service capacity while maintaining consistent service quality. By driving 50% fewer reactive hours through automation and enabling more predictive, insight-driven results, zofiQ helps MSPs achieve up to 30% margin improvement, while redirecting skilled team members away from repetitive operational tasks and toward higher-value work.

As service demand outpaces available talent, IT solution providers need ways to resolve more work with the same people while protecting margins and service quality. With zofiQ, AI agents operate directly inside ConnectWise PSA workflows to absorb routine triage, resolution and documentation, enabling teams to scale service delivery without adding headcount.

"MSPs are entering the 'Age of Autonomous Service,' and the winners will be the ones who can scale without proportionately increasing operating costs," said Manny Rivelo, CEO, ConnectWise. "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."

"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, COO, 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."

Over time, zofiQ will serve as a horizontal agentic layer across the ConnectWise portfolio, including ConnectWise RMM, cybersecurity and data protection. ConnectWise also plans to extend these capabilities through its open ecosystem, allowing partners to apply the same agent-driven automation across third-party solutions integrated into the ConnectWise platform.

"We built zofiQ for MSP service desks where scale, speed and service quality matter every minute," said Lee Silverstone, CEO, 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 road map and expanding what's possible for partners, delivering faster innovation, deeper integrations and greater impact across the tools they rely on every day."

According to Channelnomics, MSPs must move beyond incremental automation and adopt new operating models to remain competitive. zofiQ enables that transition today, delivering proven ROI through agentic automation designed for real-world service desk scale. Partners using zofiQ with ConnectWise PSA see two to three hours saved per agent per day, five to 10 minutes saved per ticket and 90% to 97% accuracy in triage and classification, proving value in the workflows where AI impact is immediate and sustainable.

"The ConnectWise partner community is built on shared scale and operational excellence," said David Rassipour, chief product and technology officer, ConnectWise. "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."