The AI service desk that runs your MSP's L1 queue

Rallied triages, resolves, and documents level-one tickets inside ConnectWise, Autotask, and HaloPSA, so your engineers spend their time on work you can bill.

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30 minutes with a live queue, or bring your own.

Rallied

Queue

Tickets

AI Agent

Runbooks

Reports

Clients

Northbeam IT

Cedar Peak MS

Acme Logistics

Settings

Queue

Resolved tickets

Last 30 days

Daily

Overview

Queue activity across clients

Resolved tickets

65%

1,284

Escalations

562

Clients waiting

456

Median first response

65%

3m 05s

Activity

Tickets opened and resolved

Sat, Dec 1

People1,200

Dec 1

AI Insights

The queue explained in plain language

AI Insights: Rallied resolved 62% of this week's tickets end to end. Password resets and access requests drove most of the volume.

Critical: Acme Logistics VPN outage affects 40 users. Escalated to L2 with the diagnosis and steps already taken.

Running the service desk at MSPs across three continents

Read customer stories

Every ticket triaged the moment it lands

Rallied reads each ticket, checks the client's history, and routes it to the right board with priority set from contract terms.

Works inside your PSA

HALO

3-minute first response

Requesters get a plain-language acknowledgment with next steps before an engineer would have opened the ticket.

Noise closed on arrival

Duplicates are merged and alert spam is closed before it ever reaches the queue.

Priority from agreements

Severity comes from contract terms and business impact, not gut feel.

Routing that learns

Routing rules come from how your team already dispatches, and they keep improving.

Read how triage works

Platform

One platform for the whole support motion

Triage, resolution, client communication, and documentation share one brain, so nothing gets lost between tools.

Team collaboration

Engineers discuss tickets in context, mention teammates, and resolve threads without leaving the PSA.

Queue visibility

See what Rallied resolved, what it escalated, and where the queue stands, live and per client.

Workflow automation

Trigger runbooks from ticket events and chain actions with approval steps.

Client updates everywhere

Requesters get updates in email, Teams, or Slack, and every reply lands back on the ticket.

Escalation with context

When a ticket needs a human, it arrives with the diagnosis and the steps already taken.

Resolution

Tickets closed with notes your clients can read

Rallied resolves the ticket, writes the time entry, and documents the fix in plain language. When the QBR comes around, the story of every ticket is already written.

Actions through your RMM

Password resets, access requests, and license changes run through the tools you already trust.

Guardrails you define

Sensitive actions wait for approval, and every step is logged on the ticket.

Documentation that compounds

Every resolution becomes a searchable note, so the runbook improves with each closed ticket.

Time entries written for you

Billable time and resolution notes land on the ticket automatically.

See a resolved ticket

What you get

Built for the way an MSP service desk actually runs

Rallied works the queue the way a good L1 engineer would. It knows your boards, your SLAs, and your agreements.

After-hours coverage

Overnight tickets are handled before anyone logs in, without an on-call rotation.

Instant triage

Every inbound ticket is categorized, prioritized, and routed the moment it lands.

Time entries written for you

Billable time and resolution notes land on the ticket automatically, in your formats.

Enterprise‑grade security

Role-based access, audit trails, and approval gates keep client environments locked down by default.

Queue insights

Resolution rates, response times, and per-client trends at a glance, ready for the QBR.

Queue volume

62 of 137 tickets resolved45%

PSA-native

Lives inside ConnectWise, Autotask, and HaloPSA. Statuses and notes stay where your team works.

See all 40+ integrations

Testimonials

Service desks that got their evenings back

MSPs run their L1 queue on Rallied and put engineer hours back into project work that bills.

We turned it on for password resets and access requests first. Within a month it was closing more tickets than our two L1 engineers combined, and the notes were better.

Jordan MercerService Desk Manager, Northbeam IT

Our after-hours queue used to be a stack of angry morning emails. Now the overnight tickets are handled before anyone logs in, and clients think we hired a night shift.

Riley OkaforOperations Director, Cedar Peak Managed Services

Dispatch used to be a full-time job split across three people. Rallied routes everything now, and our escalations arrive with the diagnosis already written.

Casey TranOwner, Harborline Technology Group

The QBR prep that used to eat a full day per client now takes an hour. Every ticket already has a readable story attached, so the reports write themselves.

Morgan ReyesvCIO, Bluegrove Managed IT

Put your L1 queue on autopilot

Book a 30-minute demo with a live queue, or bring your own. Most teams see their first resolved ticket within two weeks.

Book a demo