The portal can be placed anywhere on an MSP’s homepage, enabling end users to instantly engage with an automated chat bot for a customizable range of support services.

Aldrin Brown, Editor-in-Chief

October 20, 2017

2 Min Read

The makers of a new artificial intelligence-powered support portal say their tool can help MSPs save an average of 28 hours per technician each month, by automating more of the ticketing and scheduling process and integrating it with your PSA.

SupportBot by currently integrates with Autotask and ConnectWise, with plans to roll out to other platforms in the future.

The SupportBot portal can be placed anywhere on an MSP’s homepage, enabling end users to instantly engage with an automated chat bot for a customizable range of support services.

xxxx Alex-Shvayetsky-of-SupportBot

“This is a product designed specifically for MSPs,” founder Alex Shvayetsky said. “It’s an AI assistant specifically to try to save them some money and time.”

SupportBot is installed during a consultation.

“When an MSP signs up with us, we take them through a basic setup and customization process that allows them to connect SupportBot to the PSA system they’re using,” he said.

“They provide the URL for their website, where they want the SupportBot to sit,” Shvayetsky explained. “When their customer goes on their website, they see a little button that says ‘SupportBot,’ and they can now communicate with support.”

The time savings come from an innovative streamlining of communication between support and the end user.

“It lets them place new support tickets, they can edit tickets and we have tool integration with PSA calendars and Office 365 calendars,” he said. “Customers can schedule support appointments with a technician.

“SupportBot records it and sends a confirming email. It saves time on a lot of back and forth.”

A new feature rollout this week includes a customizable communication function that can escalate a support session to a live technician for a chat session.

“The MSP can select which priority they consider an emergency,” Shvayetsky said. “For that emergency, they have the option to turn the live communication on right from there. “All of the chat gets recorded in the ticket automatically.”

The product launched in February and since then, the company has signed up more than 100 customers, the founder said.

Cost is intended to be disruptive and generate solid return on investment for the MSP.

“Our pricing structure is not based on per user,” he said. “That’s why we feel we can really save a lot of money for customers that have at least 3 or 4 techs. It’s $99 per month for up to 8 active technicians.”

Bigger options exist, up to an enterprise plan with access for unlimited technicians. 

The license doesn’t limit a customer to a single URL; the tool can be placed on multiple websites for the same subscription fee.

“If SupportBot is able to save an MSP just a couple of hours per week per technician…you only have to save 4 hours for one technician to already pay for the product,” Shvayetsky said.


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About the Author(s)

Aldrin Brown

Editor-in-Chief, Penton

Veteran journalist Aldrin Brown comes to Penton Technology from Empire Digital Strategies, a business-to-business consulting firm that he founded that provides e-commerce, content and social media solutions to businesses, nonprofits and other organizations seeking to create or grow their digital presence.

Previously, Brown served as the Desert Bureau Chief for City News Service in Southern California and Regional Editor for Patch, AOL's network of local news sites. At Patch, he managed a staff of journalists and more than 30 hyper-local and business news and information websites throughout California. In addition to his work in technology and business, Brown was the city editor for The Sun, a daily newspaper based in San Bernardino, CA; the college sports editor at The Tennessean, Nashville, TN; and an investigative reporter at the Orange County Register, Santa Ana, CA.


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