ConnectWise launches RMM Agent to investigate IT tickets with technician-approved fixes

ConnectWise has released RMM Agent, an AI agent that investigates a linked endpoint from within a service ticket and stages a remedy from a vetted catalog. Every device change requires explicit technician approval. Voice, Teams and Email agents for pre-work intake launched alongside it.

• RMM Agent runs read-only diagnostics and waits for approval before any change
• Partner RealBytes reported useful diagnoses on 91% of 500+ live tickets
• First-touch time dropped from an hour to five minutes
• Voice, Teams and Email agents gather customer details before technical work