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The agent doesn’t work from a blank slate. On every ticket, it consults your team’s actual documentation, the same runbooks, asset records, and how-tos your senior technicians would reach for, and shows you the exact source page for every claim it makes. You connect documentation the same way you connect any other integration. Rallied keeps everything current in the background.

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What can be used as documentation

Hudu and IT Glue documentation is per-client: when the ticket belongs to Foo Corp, only Foo Corp’s documentation is used. Confluence documentation is shared across all clients: your team’s institutional knowledge that applies the same way to every ticket.

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What your technicians see

On every ticket the agent works, the internal note it posts includes clickable citations back to the specific pages it drew from. If it decided a step based on a Hudu procedure, that procedure is linked in the note. If a Confluence runbook shaped the plan, that runbook is linked too. Two things follow from this:
  • Trust, without babysitting. Your technicians can verify any claim in one click instead of asking “where did the agent get that?”
  • Documentation debt shows up. When the agent cites a runbook that’s out of date, your technician sees it and can fix the source, which improves every future ticket that touches the same topic.
The agent also uses documentation implicitly, even when it isn’t answering a direct question, by checking for client-specific quirks like:
  • A non-standard SaaS reclamation process
  • A preferred escalation path
  • A group that can’t be edited through the usual Microsoft 365 flow

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Getting started

You need at least one documentation source connected. The most common pattern:
  • Hudu or IT Glue for per-client documentation: runbooks, passwords, configurations, asset records. Map each Rallied client to its Hudu company or IT Glue organization on the client’s detail page.
  • Confluence on top of that for your team’s shared playbooks, the ones that apply the same way across every customer.
Neither is required, but the agent gets meaningfully better once at least one is connected. Each integration page has full step-by-step setup.

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Managing your documentation

Every documentation integration has its own Documentation tab in MSP Settings → Integrations. From there you can:
  • See how much of that source is being used and how often the agent has cited it in the last 30 days
  • Click Sync now to pull in your latest edits immediately, instead of waiting for the next scheduled refresh
  • See when the source was last refreshed
The header of that tab also shows how often the agent has consulted your documentation overall in the last 30 days, so you can see the feature earning its keep.

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Keeping documentation fresh

Rallied refreshes automatically on a schedule and picks up new pages, edits, and deletions. You don’t have to do anything to keep it current: as long as your team keeps writing in Hudu, IT Glue, or Confluence, the agent stays current with them.
If a page is deleted at the source, it drops out on the next refresh. If a page’s read permissions no longer include your API-user, it’s dropped too.

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Passwords and other sensitive content

Passwords are searchable by name (e.g. “VPN admin — Foo Corp”) but never by value. When the agent actually needs to use a credential, it goes through your approval flow before it’s revealed. See Hudu → Passwords and approval and IT Glue → Passwords and approval for the specific approval defaults.

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See also