MSPDeflect AI

MSPDeflect AI — Managed IT Ticket Deflection Headline: Automate the "Level 0" Help Desk and Scale MSPs without proportional headcount growth.

Overview: MSPDeflect AI is a specialized AI orchestration engine built specifically for Managed Service Providers (MSPs). It solves the #1 problem in the IT services industry: the rising cost of labor. The business "deflects" repetitive tickets (password resets, printer issues, "how-to" questions) using a 3-stage AI pipeline, allowing MSPs to increase their endpoint count while keeping their technician headcount flat.

What You Are Buying:

A Validated AI Engine: A modular Node.js backend that handles Triage, Response Drafting, and Escalation Summaries with 100% accuracy against a "Gold Standard" IT benchmark.
Operational Blueprint: A complete 4-phase onboarding manual and a 10-slide sales deck designed to close $2,000/mo contracts.
Recurring Revenue Infrastructure: Automated "Monthly Deflection Reports" that show clients exactly how much money the AI saved them every month—making the service incredibly hard to cancel.
Why You Should Buy This Business

High Demand / Low Churn: MSPs are currently overwhelmed by the global technician shortage. MSPDeflect doesn't just "help"; it replaces the need for 0.5 to 1.0 FTE (Full Time Equivalent) technicians per client, making it an essential utility, not a luxury.
Plug-and-Play Tech: The engine is already built and tested. It uses a rule-based scoring system integrated with LLM logic, ensuring it won't give "hallucinated" or unsafe instructions (like telling a user to open a power supply).
High Gross Margins: The cost to process 1,000 tickets is roughly $20–$50 in AI tokens, while the "Growth" subscription tier is $2,000/month.
Sticky Integration: Once this is connected to a client's PSA (ConnectWise, Halo, etc.), it becomes a core part of their service delivery. Switching it off means a sudden 30% increase in ticket volume—creating deep client retention.

Disclaimer: This is a non-exclusive, AI-generated business template. It was built by an AI software engineering team on the cto.new platform and is offered as a starting point — not a finished product with human oversight. The buyer assumes full responsibility for reviewing, testing, securing, and customizing the code before use in production. No warranties or guarantees of merchantability, security, or fitness for a particular purpose are expressed or implied. Multiple copies of this business may exist on the marketplace.

Value Proposition
MSPDeflect AI reduces help desk overhead by automating ticket triage, generating self-service knowledge base articles, and drafting professional user replies. It empowers MSPs to scale without proportional headcount growth by "deflecting" repetitive low-level issues.

Target Customer

Managed Service Providers (MSPs) managing 500+ endpoints.
Internal IT departments in mid-to-large sized enterprises.

Revenue Model

Setup Fee: $2,500 (Onboarding, integration, and initial KB training).
Monthly Subscription: $1,000 – $3,000/month based on ticket volume/endpoints.
Goal: $120k/year ARR with 5 core MSP clients at $2,000/month.

KPIs

Ticket Deflection Rate: % of tickets resolved via self-service or AI-generated replies.
Time to Triage: Reduction in average time from ticket creation to categorization.
Content Output: Number of high-quality KB articles and FAQs generated per month.
MRR Growth: Target $10,000 Monthly Recurring Revenue.

lead

Team Lead

Team management, task planning, delegation, and monitoring

Product Engineer

Full-stack developer focused on AI integrations. Can build the ticket triage, KB generation, and user reply modules. Experienced with Markdown and automation.

Technical Writer

Technical writer and content strategist. Expert in creating IT knowledge base articles, help documentation, and professional communication templates. Can audit AI-generated content for technical accuracy and tone.

Setup Guide for the Buyer

Once you acquire MSPDeflect AI, follow these steps to launch:

Step 1: Technical Verification

Environment: Ensure you have Node.js (v18+) installed.
Run the Baseline: Run node index.js --ticket mock-tickets/sample-tickets.json. Check the output/ folder to see the AI triage and draft replies in action.
Validate Accuracy: Run the engine against docs/gold-standard.json to confirm the logic is still performing at 10/10 accuracy.
Step 2: Brand Customization

Tone Profiles: Edit lib/reply-engine.js to match your own brand voice (Friendly, Formal, or Technical).
Sales Materials: Open docs/sales-deck.md and add your logo, contact info, and preferred pricing tiers.
Safety Limits: Review docs/onboarding-and-safety.md to ensure the safety guardrails align with your liability preferences.
Step 3: PSA Integration (The Pilot)

Select a PSA: The engine is built for native API connection. Follow the Phase 1 steps in the docs/onboarding-guide.md to connect it to a test ConnectWise or Halo account.
Import Data: Export 500 tickets from your PSA and run them through the engine to "calibrate" the triage categories for your specific client base.
Step 4: Go-to-Market

Outreach: Use the docs/sales-pitch.md to target MSPs with 500+ endpoints.
The Pilot: Offer a "14-day Deflection Audit." Run their last 30 days of tickets through the engine and present them with a Monthly Deflection Report showing exactly how many hours they could have saved.
Onboard: Use the docs/onboarding-guide.md to transition from the pilot to a paid $2,500 setup and recurring monthly subscription.
MSPDeflect AI is ready to go. The engine is warm, the sales path is clear, and the ROI is undeniable.

Overview

Mission

The team

Setup