709 Your Helpdesk Copilot - Giant Rocketship

Dustin Puryear, a former MSP owner, explains how Giant Rocketship was born out of the need to solve SLA problems and reduce "dead time" on tickets. Unlike traditional ticket management systems that rely on dashboards and human intervention, Giant Rocketship uses AI to automatically assign, schedule, and manage tickets, allowing service managers to focus on edge cases and strategic tasks. 

The platform's key features include automatic ticket assignment based on technician availability and expertise, identification of abandoned tickets, and the ability to schedule future actions on tickets. Puryear discusses the company's journey from its inception in late 2022 to its production release in late 2023, highlighting how customer feedback has shaped the product's features. He also shares insights on being an MSP vendor and participating in the ConnectWise PitchIT competition.

Key Takeaways

• Giant Rocketship automates 80% of ticket assignment and scheduling tasks
• The platform identifies abandoned tickets within 30 minutes
• Integration with Autotask, ConnectWise Manage, and Halo PSA
• Future plans include project automation and a channel program for MSPs
• The company aims to help MSPs offer automation solutions to their customers

Show Sponsor

• This episode is sponsored by Thread, Revolutionizing IT Support Through Real-Time Collaboration
• The IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.
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