AI Knowledge Management for MSPs
Your KB finally works for you — not the other way around.
Helpbot lives inside ConnectWise Manage. It searches your ITGlue docs with AI, suggests fixes as techs work tickets, and auto-generates new KB articles from resolved issues — so your knowledge base grows with every ticket closed.
Your knowledge base is a graveyard
Your techs know the answer. They’ve solved this exact ticket before. But the article is buried in ITGlue under a folder nobody remembers, tagged wrong, or it was never written down in the first place.
So they ask Slack. Or they re-diagnose from scratch. Or they escalate something a T1 could have handled — if they’d found the right doc.
Every resolved ticket is knowledge. Right now, you’re throwing most of it away.
AI that searches, suggests, and writes — without leaving ConnectWise
Helpbot embeds as a pod directly inside ConnectWise Manage. When your techs work a ticket, they can search your entire ITGlue library — documents AND flexible assets — using natural language. When they close a ticket, Helpbot evaluates whether the resolution is worth documenting, drafts a KB article, and sends it through a human review workflow before publishing back to ITGlue.
Your knowledge base gets smarter with every ticket. Your techs get faster with every search.
Features
Search smarter. Document automatically. Never re-solve a ticket.
AI-Powered Semantic Search
Not keyword matching — genuine semantic search across your entire ITGlue library. Documents, flexible assets (printers, AD configs, network diagrams), everything. 70% similarity threshold means you only see results that actually match. Articles that have helped resolve similar tickets before rank higher automatically.
Embedded in ConnectWise Manage
No tab switching. No separate app. Helpbot lives inside the PSA your techs already use. Search bar for manual lookups, chat interface for AI-assisted troubleshooting, and proactive article suggestions on ticket close. Your techs never leave their workflow.
Auto-Generated KB Articles
When a tech closes a ticket, Helpbot’s AI evaluates whether the resolution is documentation-worthy. If it is, it drafts a full article — markdown for documents, structured trait JSON for flexible assets — and routes it through review. Nothing publishes without human approval.
Resolution-Ranked Results
Every time a tech marks an article as helpful (thumbs-up), that signal feeds back into search ranking. Articles that consistently solve real tickets rise to the top. Your search results improve organically over time — no manual curation needed.
Flexible Asset Aware
Most KB search tools only index documents. Helpbot ingests and searches ITGlue flexible assets too — printers, Active Directory configs, network diagrams, whatever you’ve built. It understands the structured trait format and can generate new flexible assets with the correct field schemas.
Client-Scoped Knowledge
Search results are automatically scoped to the current client’s documentation plus your MSP’s internal/general docs. One client’s sensitive configuration data never appears when working another client’s ticket. Data isolation is enforced at every layer.
Human-in-the-Loop Publishing
AI drafts, humans decide. Every auto-generated article enters a review queue where techs can edit content, change scope (client-specific vs general), switch target type (document vs flexible asset), and approve or reject. ITGlue stays clean because nothing bypasses review.
Integrations
Works with the tools your MSP already uses
Built by ex-MSPs who know what rework costs you
Our team has run MSPs. We’ve watched the same tickets get re-solved, the same knowledge get lost, and the same senior techs get pulled into problems a T1 should have handled. Helpbot exists to break that cycle — minimize rework, speed up resolution times, and turn every closed ticket into recurring value. Less escalation, more margin.
Stop losing knowledge every time a ticket closes.
Helpbot is launching soon. Join the waitlist and be first to connect your ConnectWise + ITGlue environment.