What happened
ConnectWise acquired zofiQ, an agentic AI company focused on automating high-volume MSP service desk operations, and said zofiQ AI agents are already embedded in ConnectWise PSA workflows. The acquisition centers on using AI agents to automate routine triage, resolution, and ticket documentation inside PSA processes, with plans to expand the agentic layer across the ConnectWise portfolio, including ConnectWise RMM, cybersecurity, and data protection. ConnectWise also said it intends to extend the same automation through its open ecosystem so partners can apply agent-driven workflows across third-party tools integrated into the platform. Manny Rivelo and Lee Silverstone described the strategy as scaling service delivery without proportional headcount increases, using operational data from PSA systems to power autonomous actions.
Who is affected
ConnectWise partners and MSPs using ConnectWise PSA are directly affected as agentic workflows are introduced or expanded in ticketing operations. Organizations integrating third-party tools into the ConnectWise ecosystem may also be indirectly affected if automation extends across connected systems and workflows.
Why CISOs should care
Embedding agentic automation inside PSA/RMM workflows changes how access, approvals, and audit trails work for operational tasks. If misconfigured or over-permissioned, automated actions can increase blast radius across customer environments, create new persistence paths, or complicate incident reconstruction in multi-tenant managed services contexts.
3 practical actions
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Review PSA/RMM privilege models: Validate least-privilege roles for automation accounts and ensure administrative actions require appropriate controls and approvals.
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Strengthen auditability for automated actions: Ensure PSA/RMM logging captures agent-triggered changes, ticket updates, and workflow executions with clear attribution.
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Reassess third-party integrations: Inventory connected tools and restrict automation scope to only necessary systems, APIs, and tenants.