ConnectWise announced on January 20, 2026, the acquisition of zofiQ, a company specializing in agentic AI technology designed to automate high-volume service desk operations for managed service providers (MSPs). The deal brings approximately 15 zofiQ employees into ConnectWise, though financial terms remain undisclosed. This acquisition accelerates what ConnectWise calls the Age of Autonomous Service, embedding advanced AI directly into workflows that MSPs use daily.
ConnectWise acquires zofiQ to embed agentic AI automation directly into MSP service desk workflows, ushering in the Age of Autonomous Service.
zofiQ’s technology deploys agentic AI agents that handle triage, routing, documentation, and resolution tasks automatically. These agents perform anomaly detection, ticket classification, prioritization, and root-cause suggestion. Unlike basic automation tools, they reason, act, and adapt within defined guardrails. The technology will embed directly into ConnectWise PSA and RMM workflows, creating a horizontal layer across the ConnectWise portfolio, including cybersecurity and data protection tools. The integration promises to improve data consistency across vendor applications and service processes.
The performance metrics reveal significant operational improvements. MSPs can achieve up to 30% margin improvement by redirecting skilled technicians to higher-value work. Technicians manage 20% more endpoints, while reactive hours drop by 50% through automation. You can scale service delivery without adding headcount while maintaining consistent service quality during capacity increases. Partners save 2–3 hours per agent daily using the automation platform.
Integration plans focus on immediate deployment. zofiQ will embed in ConnectWise PSA for partner use, then extend to an open ecosystem for third-party integrations. This approach enables faster onboarding and efficient multi-tenant operations, building on ConnectWise’s common data model and platform strategy. The announcement was posted by Redmond Channel Partner magazine staff.
The strategic rationale addresses pressing MSP challenges. Rising ticket volumes, talent shortages, and growing client expectations create operational strain. Lee Silverstone, zofiQ CEO, emphasized the platform was “built for MSP service desks emphasizing scale, speed, quality.” Manny Rivelo, ConnectWise CEO, noted the solution “handles rising tickets, tight budgets without headcount growth.”
This acquisition positions ConnectWise ahead in agentic AI deployment, moving beyond task-level tools toward systems where AI takes action while humans oversee agents. For MSPs facing shrinking talent pools, the technology shifts workloads from reactive firefighting to proactive service delivery, fundamentally changing how you staff and operate service desks.
