> ## Documentation Index > Fetch the complete documentation index at: https://docs.rallied.ai/llms.txt > Use this file to discover all available pages before exploring further. # Introduction > An AI technician that lives inside your PSA, reads incoming tickets, and resolves them across your whole stack — PSA, RMM, Microsoft 365, and your documentation. Your next L1 tech isn't on Indeed. They're already in your PSA. Rallied.ai is the AI technician that lives inside your PSA, reads incoming tickets, and executes fixes across your full stack — ConnectWise, HaloPSA, or Autotask for ticket intake and approvals; Microsoft 365 for identity and mailbox work; your RMM and documentation tools (Hudu or IT Glue) for everything else. Nothing for your team to build and nobody you need to hire to admin it. You're running in days, not months. ## What it does When a ticket lands in your PSA, the agent picks it up automatically: it diagnoses the request, looks up the user in Microsoft 365, checks your runbooks, and either resolves the issue directly or pauses for technician approval based on the policies you set. Every step the agent takes is posted as a note on the ticket. Your team gets a complete audit trail of what ran, when, and for whom — without having to leave the PSA. ## Who it's for Rallied.ai is built for **Managed Service Providers (MSPs)**. If your team supports multiple client companies and you're tired of L1 swallowing your senior techs' time, you get a dedicated AI technician per client — without building or maintaining any bot infrastructure yourself. ## How accounts are organized ``` Your MSP (you) └── Clients (the companies you manage) └── Employees (the people whose tickets the agent picks up) ``` * **MSP** — your organization. You connect your PSA, Microsoft 365, RMM, security, and documentation tools once at this level. Every client inherits these connections. * **Client** — each company you manage IT for gets its own agent, scoped to their tenant, their tickets, and their runbooks. Configuration never leaks between clients. * **Employee** — the end user. They submit a ticket, call your helpdesk number, or message the bot, and the work gets done. They don't know Rallied.ai exists; to them it's just your helpdesk. ## What's in the agent's toolbox Once you connect integrations, the agent can: * **Pick up and resolve PSA tickets** in ConnectWise, HaloPSA, or Autotask — read the ticket, post diagnostic notes, update status, request approvals from your techs, and reply to the customer * **Manage users in Microsoft 365** — reset passwords, unlock accounts, change group membership, assign licenses, manage mailbox rules * **Read your client documentation** in Hudu or IT Glue so it answers the way your senior techs would * **Run on the endpoint** through your RMM (NinjaOne, Datto, ConnectWise Automate, Atera, Kaseya) * **Take the call** — the [Voice Agent](/dashboard/voice-agent) handles overflow and after-hours calls, captures intake, and files a ticket in your PSA * **Verify identity** via MFA push before any sensitive action runs * **Route approval requests** to the right technician, and to the employee's manager when an action calls for it You decide how much autonomy the agent has. For each tool you set a policy: auto-execute, require approval, MSP-only, or disabled. ## Augments your techs, doesn't replace them The agent takes the repetitive Level 1 work — password resets, access grants, account unlocks, basic onboarding — so your senior technicians can spend their time on Level 2, Level 3, and project work. Start in **Plan Mode** to watch the agent reason about real tickets without acting, then switch to **Execute Mode** when you trust its judgment. *** Connect your PSA, Microsoft 365, and docs platform. First client live in under fifteen minutes. Every tool the agent can use — PSA, RMM, identity, security, docs, and more. Take overflow and after-hours calls. The agent answers, captures intake, and files a PSA ticket. Plan Mode for safe rollout. Execute Mode for live execution with policy-based gates.