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Building the digital workforce platform for Managed Service providers
Articles by Jobin
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The Myth of the "Big Name" PSA for Startup and Small MSPs
The Myth of the "Big Name" PSA for Startup and Small MSPs
When starting an MSP, many believe they need a well-known, enterprise-grade PSA (Professional Services Automation) tool…
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Powerful features of RMM tools
Powerful features of RMM tools
At Eyne Tech services, we provide dedicated 24 X 7 white label support services to MSPs, IT & telecom providers to…
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White label IT support - Key benefits
White label IT support - Key benefits
Saves you time and money Set up a dedicated team for a new project or hiring new techs to an IT team is always a money…
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3K followers
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Jobin Johny shared this11 years of building. 11 years of learning, falling, rising, and moving forward. Grateful to everyone who stood beside me through this journey. Happy 11th, Worksent. ❤️Jobin Johny shared thisFor 11 incredible years, Worksent has partnered with MSPs to deliver reliable white-label NOC, SOC, Helpdesk, and Professional Services that help businesses grow with confidence. This milestone reflects the trust of our partners, the dedication of our team, and the lasting relationships we’ve built across the globe. 🤝 Thank you to every client, partner, and employee who has been part of this journey. Here’s to celebrating 11 years of excellence and many more years of success together! 🎉 #Worksent #MSP #WhiteLabelServices #ITServices #11Years #Companyanniversary
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Jobin Johny reposted thisJobin Johny reposted thisWe asked MSP techs what slows them down the most. The answer wasn't complicated tickets. 🤯 It was finding the answer to tickets they'd already solved. So we built Helena, the AI copilot built into DeskDay PSA that runs instant root cause analysis, surfaces recommended steps from past resolutions & docs, drafts replies, and gives your techs the full context they need before they even open a ticket. 💜 Real-time sentiment analysis monitors tone and urgency in every ticket, so your team can step in, de-escalate, and save the relationship before it becomes a retention problem. Because at the end of the day, your team doesn't need to work harder. They need better information, faster. 😎 That's what we built. Explore more on Helena AI copilot for MSPs at https://hubs.li/Q04sXJlH0
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Jobin Johny shared thisWe believe the PSA can become the platform that brings humans and AI agents together for the future of the MSP service desk. I put together a short point of view on how autonomous agents could reshape the service desk operating model, from tickets and queues to outcomes, supervision, and governed autonomy. The Agentic Service Desk. Would love to hear your thoughts.
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Jobin Johny shared thisMost AI in PSA today stops at summarizing a ticket, classifying it, or suggesting a priority. We believe AI can create much more value inside a PSA. One of the biggest opportunities is democratizing technical knowledge. Helena, our AI agent inside DeskDay, helps technicians find solutions by curating knowledge from previously resolved tickets, internal knowledge bases, Hudu, and relevant vendor documentation. The goal is simple: make the MSP's collective knowledge available to every technician, exactly when they need it. That means junior technicians can solve more problems independently, while experienced technicians spend less time answering the same questions or searching across multiple systems. And Helena does not stop at finding the answer. It understands the context and progress of the ticket and helps technicians draft the right customer response for what should happen next. For us, that is where AI in PSA starts becoming more interesting. Not just understanding the ticket. Helping the technician move it forward. #helena #deskday
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Jobin Johny reposted thisJobin Johny reposted thisYour techs were hired to solve tickets, not spend their day searching for answers. 👀 Yet support teams are still switching between tabs, digging through documentation, escalating routine L1 issues, and solving the same problems from scratch. As ticket volumes rise, hiring more people cannot be the only answer. Tomorrow, that changes. 💜 A smarter AI copilot is coming to help MSPs find answers faster, reduce unnecessary escalations, and resolve more tickets with the team they already have. Meet the all-new Helena tomorrow. 😎 The next chapter of MSP support is about to begin. Stay tuned. 🚀 https://hubs.li/Q04rZQ5j0
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Jobin Johny shared this𝐌𝐚𝐣𝐨𝐫 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐮𝐩𝐝𝐚𝐭𝐞 𝐟𝐫𝐨𝐦 DeskDay: 𝐇𝐞𝐥𝐞𝐧𝐚 𝐣𝐮𝐬𝐭 𝐠𝐨𝐭 𝐚 𝐥𝐨𝐭 𝐦𝐨𝐫𝐞 𝐩𝐨𝐰𝐞𝐫𝐟𝐮𝐥. Helena, our AI agent, lives inside every ticket, understands the context, and helps technicians decide what to do next. This update brings one of DeskDay’s core visions to life: 𝒅𝒆𝒎𝒐𝒄𝒓𝒂𝒕𝒊𝒛𝒊𝒏𝒈 𝒕𝒆𝒄𝒉𝒏𝒊𝒄𝒂𝒍 𝒌𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆. The knowledge needed to resolve a ticket should not remain locked inside documentation, old tickets, or the minds of a few experienced technicians. It should be available to every technician, exactly when they need it. Helena now: 🔍Searches your internal KB, connected Hudu knowledge base, and similar resolved tickets first, then surfaces relevant external vendor documentation when needed. 🛠️ Analyses the issue and recommends practical next steps to help move the ticket towards resolution. ✍️ Predicts and drafts the most appropriate customer reply based on the ticket’s progress, conversation history, and current context. 🙂 Detects customer sentiment, urgency, operational impact, and other important signals within the conversation. This is not about replacing technicians. It is about giving every technician access to the knowledge, context, and experience that would normally take years to build. When knowledge becomes accessible at the point of work, junior technicians learn faster, experienced technicians spend less time searching, and customers receive better support.
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Jobin Johny shared thisMost MSPs don’t have an AI problem. They have a context problem. Your AI can’t tell you which tickets are about to breach SLA. It doesn’t know which customer is out of hours. It can’t see contracts, billing status, assets, priorities, or technician workload. Without that context, AI becomes an expensive chatbot. That’s why we opened DeskDay’s Public API and MCP connectors. A few workflows MSPs can build today: 🔹 After-hours AI receptionist Answer calls with Vapi, ElevenLabs, Bland or another voice platform. Authenticate the caller, create the ticket in DeskDay, categorize it, and send the ticket number before the call ends. 🔹 Daily operations briefing “Show me all P1s, SLA risks, customers waiting more than 2 hours, and unbilled time from yesterday.” No dashboards. Just ask. 🔹 Ticket triage Read incoming emails, classify urgency, identify the customer, suggest the right board, priority, technician, and draft the first response. 🔹 Manager insights “Which technicians are overloaded?” “Which customers generated the most reactive work this month?” “What recurring issues should we automate?”Jobin Johny shared thisAI is only as useful as the context it can access. 😊 With DeskDay’s Public API and MCP connectors, MSPs and IT teams can connect their DeskDay PSA data to the tools they already use, build workflows around their own operations, and bring live ticket, customer, SLA, billing, and service context into AI-powered processes. ✨ Build your way. Connect your stack. Give AI the context to actually help. Try for free now at https://lnkd.in/grmutsKq
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Jobin Johny posted thisWhat happens if the legacy MSP system-of-record platforms start toll-gating third-party vendors? Most operational data lives inside these platforms. Tickets, customers, contracts, billing, assets, and service history. That data belongs to the customer, but its value depends on how easily other tools can access and act on it. If every scheduling tool, AI agent, reporting platform, or automation vendor must pay for access, the impact is predictable: Smaller vendors may leave the ecosystem. Larger vendors may pass the cost to customers. Innovation becomes limited to those who can afford the toll. APIs cost money to operate, but there is a difference between charging for premium infrastructure and charging vendors to access a customer’s own data. Platforms should compete by building better products, not by taxing the ecosystem around them. That is why DeskDay is investing in both an open API and MCP, giving MSPs the freedom to connect their data with the tools and AI agents they choose.
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Jobin Johny shared thisIf you read our Q2 release notes, it may look like a feature list. It isn’t. It is the moment when the foundation we have been building at DeskDay began to become visible. Two years ago, we made a decision many people thought was reckless. Many still do. Build a PSA from scratch. Not a new interface on top of a legacy platform. The whole thing. Tickets, projects, time, billing, customer management, automation, SLAs, conversations, and the data layer underneath it all. We did it because of a problem no one wants to say out loud: you cannot automate a legacy system of record. Every "AI for MSPs" story right now is an agent bolted onto a platform built to store work, not do it. Can it understand the customer, the contract, the SLA, the history, and the context? Can it dispatch like an experienced coordinator? Work a queue like an L1 tech? QA resolutions? Identify missing time? Reconcile work against billing? That requires more than an AI agent connected to ticket data. It requires the operating system underneath to be designed for action. Our Q2 release included a rebuilt SLA engine, deeper automation, new conversation architecture, IT-Connect V2 - Our multichannel support ecosystem and MCP. Individually, they are features. Together, they are infrastructure. Infrastructure for a future where human technicians and AI workers operate together inside the same service delivery system.Jobin Johny shared thisQ2 at DeskDay was all about one thing: helping MSPs and IT teams run service delivery with more control and less manual work. 💜 Last quarter, we rebuilt key parts of the DeskDay experience across SLAs, recurring work, ticket collaboration, end-user support, automation, and integrations. Here’s what’s new: ✅ Public API & MCP support in early access Connect DeskDay with your tools, workflows, dashboards, scripts, and AI agents. ✅ Rebuilt SLA management Set priority-based targets, get proactive breach alerts, and manage multi-level escalations. ✅ Conversation threading CC technicians, customers, and vendors directly into ticket chat, with search, pins, and @mentions. ✅ IT-Connect v2 A cleaner end-user experience with a redesigned all-in-one ticket view. ✅ Expanded automation Auto-start timers, attach KB articles, add checklists, apply tags, and automate more ticket actions. Ready to see what changed? Check out the full Q2 release notes. https://hubs.li/Q04p2ZH10
Jobin Johny replied to a comment
4mo
Yes. AI does not automatically eliminate operational complexity. In many cases, it simply shifts where the bottleneck exists.
I believe the first wave of AI success in MSPs will come from narrow, repetitive, standardized workflows rather than “general intelligence” systems trying to do everything.
And the success of those agents will heavily depend on how mature the MSP’s operational foundation already is:
PSAs, SOPs, documentation, workflows, and process consistency.
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Jobin Johny liked thisJobin Johny liked thisI'm agreeing more and more with the "vibe-coded ecosystems" takes I've seen. Do I think real companies are going to replace products like PSA, RMM or documentation (or CRM, accounting, the list goes on...)? Absolutely not. Production-grade software takes a TON of work. We employ 40+ people (mostly battle-tested engineers) and we are working harder than ever to build, maintain, QA, scale, and secure. But the "in-between"? The custom workflows, internal tools, and last 5% that make your entire stack REALLY click for your business? That's ripe for the vibe-coding revolution. Software is about to get sooooo much more powerful. But only if the software stack supports it, with robust APIs, secure user-scoped MCP access, and deep extensibility.
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Jobin Johny liked thisJobin Johny liked thisWithout context, your AI is just running on assumptions. 🤷♂️ Our MCP connects Claude, ChatGPT, Cursor, and Copilot Studio directly to your documentation, giving your AI assistant grounded answers instead of guessing. → Search and draft from your real docs, not a blank page. → Look up or update asset records without switching tabs. → See every AI edit in your activity logs, just like a manual change. Included with your subscription. No migration, no separate AI tier. More details: https://lnkd.in/dhfk79DN #Hudu #ITDocumentation #MSP #ManagedServices #MCP #technology #ai #software #innovation #TechTools #ITDocs #ProductivityTools #DigitalTransformation #WorkflowAutomation
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Jobin Johny liked thisJobin Johny liked thisFor MSPs, the right fix often already exists. The challenge is finding it quickly when documentation is scattered across folders, tools, and individual techs. 😱 With DeskDay, your team can create and manage SOPs, troubleshooting guides, and proven fixes in the built-in knowledge base or connect with Hudu to access existing documentation directly within the service desk. 😀 This helps techs spend 10x less time searching, reducing dependence on tribal knowledge, improving consistency across the team, and speeding up ticket resolution. 💜 Explore more at https://hubs.li/Q04qNVhL0
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Jobin Johny liked thisJobin Johny liked thisNine years ago today, I started K3 Technology. Before K3, I spent nearly 10 years at CNT Group. I started as a network engineer and eventually had the opportunity to learn nearly every part of the business. Ted Brandt taught me a lot, especially about taking care of clients, building trust, and finding the right solution instead of selling someone something they didn’t need. By 2017, I was ready to build something of my own. When I started K3, it was just me. I worked remotely without an office or a team, and I still had plenty to learn. dcb Construction Company became K3’s first client, and GroundFloor Media came on shortly afterward. They trusted me before I had an office or a team. I haven’t forgotten that. The name is personal. K is for Kercher, and 3 is for me and my identical triplet brothers, Shawn and Joey. This photo is from 2019, when we opened our first office on Speer. I remember seeing the K3 name on the wall and thinking, “Okay, this is real now.” In 2020, Ian Romero moved from Louisiana to Denver to help us through a major period of growth. Today, he is our COO and runs our day-to-day operations. In July 2024, we completed our first acquisition in Dallas. Today, K3 has grown to a team of about 20 people, with teammates in Colorado, Texas, and working remotely around the country. There is a lot missing between those dates. Some things went well. Some didn’t. I made mistakes, worked plenty of long nights, and learned a lot of things the hard way. What hasn’t changed is how I believe this business should work. Take care of clients. Be honest about what they need. Do the work right. Give a shit when their business depends on you. I don’t pause very often to look backward, but nine years felt worth it. Thank you to the K3 team and to the clients who trust us with a part of their business they cannot afford to have stop.
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Jobin Johny liked thisJobin Johny liked thisFinding knowledge with semantic search. Creating/Updating processes and KB articles from tickets. And 𝓽𝓸𝓶𝓸𝓻𝓻𝓸𝔀, one of my favorite use cases yet: Automatically assigning labels to content and organizing documentation at scale. This is the future of IT documentation. All powered by the Hudu MCP.
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Jobin Johny liked thisJobin Johny liked thisWe've been quiet for a bit. Closed the Top Down fund 🎉 , then got buried in founder reach outs, the good kind of buried 😅. Slowly coming back to sharing what we're seeing and backing. 🚀 We're now at 14 portfolio companies, including one exit. Today I'm highlighting two: Longwave and SuperIT. Wrote up why I think they're solving the same underlying problem from opposite ends of the MSP stack: how do you build AI guardrails people actually trust, instead of ones they route around. Longwave governs which AI tools get used inside an SMB. SuperIT governs how much autonomy an MSP hands an agent. #MSP #VentureCapital #AIGovernance #AIGuardrails #SMBTech
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