Custom software and AI automation for MSPs, built around the PSA you run
Hashlogics builds custom software and AI automation for MSPs: ticket triage that writes back to ConnectWise, Autotask or HaloPSA, a service-desk assistant that verifies callers before any password or MFA reset, and client QBRs built from your PSA and RMM data. We stay on it after launch, with a named engineer.
- 4.8 on Clutch across 22 reviews
- PremiumAudit.io: audit cycle cut 75%, calculation errors cut 95%
- In production for SmartREI, Tankaware, ZyloBase, KiwiWrite
What changes on your service desk
3 things that decide this
- 01Tickets arrive classified, routed and drafted. A model reads each new ticket, sets type, priority and queue, drafts a first reply for a technician to send, and writes all of it back to ConnectWise, Autotask, HaloPSA or whatever you run, so triage stops eating your dispatcher's first hour.
- 02Lockout calls get answered, but a password or MFA reset never happens on a voice alone. The assistant checks the caller against steps you write, sends privileged accounts to a technician, and logs every step on the ticket.
- 03Your QBR assembles from PSA and RMM data, so your account manager spends prep time on what to tell the client instead of exporting and pasting.
Three jobs on a service desk: two write back to your PSA, one only reads from it
Pick your PSA to see what each job writes back, or reads. A different PSA, or one built in-house, follows the same pattern to the depth its API and your permissions allow.
Station 01 · A new ticket lands
- Today
- Every email, portal post and call note arrives as a vague ticket. A dispatcher reads it, guesses the type and priority, picks a queue, and the SLA clock has been running since it landed.
- What we automate
- The system reads the ticket and the client's history, then classifies type, priority and queue, flags a likely duplicate or an alert storm, and drafts a first reply in your tone.
- What stays human
- A technician approves anything under the confidence line you set, and every P1 goes to a person at once.
Writes to ConnectWiseTicket created or updated on the right board with type, priority and the draft attached.
Station 02 · The Monday 8:40 lockout call
- Today
- Five people are locked out and one tech is on the phone. Whoever rings first gets a reset, and a caller who sounds right is believed.
- What we automate
- A voice or chat assistant picks up, opens the ticket and runs your verification steps: a callback to the number on file, an approval pushed to a device the user already enrolled, or a manager's sign-off. Only a passed check unlocks a standard reset, which runs through your identity provider, such as Microsoft Entra ID, Okta or whatever you run, from an account limited to standard users.
- What stays human
- Admin accounts, any MFA change, any failed or unclear check and any caller who asks for a person go to a technician, with the log attached. The assistant is built so a voice alone can't trigger a reset.
Writes to ConnectWiseTicket opened with the caller, each step passed or failed, and times.
Station 03 · The night before the QBR
- Today
- Someone exports tickets from the PSA, hours from time entries and alerts from the RMM, then pastes the lot into slides the evening before the meeting.
- What we automate
- The system pulls the quarter's tickets, SLA results, repeat issues and device health for one client, drafts the story and the three things worth raising, and builds the deck in your template.
- What stays human
- Your account manager edits the story and presents it. Nothing reaches the client unreviewed.
Writes to ConnectWiseRead-only: tickets, time entries and agreements for the client.
Your technicians keep every privileged account and every security incident. Nothing here replaces tier one or two on your desk.
ConnectWise, Autotask and HaloPSA stay your system of record. We build around them.
Custom software for an MSP is a layer that reads and writes your PSA through its API, so your technicians keep working in ConnectWise, Autotask, HaloPSA or whatever you run. Switching PSAs is the costliest way to fix a desk, so we leave yours where it is.
Each opens its door differently. ConnectWise Manage's integrations take a company name, a public and private key pair and a client ID, and can list, search, create and update tickets and notes (per Sumo Logic's connector docs). Autotask's REST Tickets entity respects the View, Add and Edit permissions of the API user. HaloPSA wants an application registered in its API settings, and it weighs both the application's permissions and the agent's.
We give the API user only the boards, fields and actions the build needs. You can see and revoke that access in your PSA at any time. Every change it makes is logged against that user, so you can see what changed and when.
Rewst, Thread, MSPbots and where a custom build fits
These are strong, mature products, and if one already covers your desk, buy it. A build earns its place in the gaps, so know where those are before you sign.
| Tool | How it describes itself | Strong at | Where it stops |
|---|---|---|---|
| Rewst | "The automation platform built for MSPs." | Workflows across the tools you already run: ticket triage, user onboarding and offboarding, recurring reports and QBRs, prebuilt automations, and an agent that helps build new workflows. | Your team builds and maintains the flows in its builder. When you want the logic as code you own, or a step has no integration yet, a build fills that gap. |
| Thread | An AI service desk for MSPs. | AI agents that call, chat and email with clients, call capture and transcription, automated triage, and dozens of pre-built workflows and AI intents you can customize, connected to ConnectWise Manage, Autotask, HaloPSA and automation tools. | You customize within its workflows and intents. If your verification policy or triage logic needs to go beyond what they expose, that part is a build. |
| MSPbots | AI automation and analytics for MSPs. | Ticket triage, dispatch by skill, priority and SLA, ticket quality reviews, a KPI dashboard from 80+ integrations, and agents built from your SOPs that pause sensitive actions for approval. | It requires ConnectWise Manage, Autotask or Halo PSA as the core ticketing system. Its site doesn't describe client-facing QBRs, so a report in your own template may need a build on top. |
| A custom build | Software written to your rules, owned by you. | Your triage logic, your verification steps and your QBR template as code you own, hosted where you and your clients agree. | It's built, not switched on. Choose it when a packaged tool leaves a gap you can name. |
The help desk is the front door attackers phone, so the assistant verifies before it resets
In 2023, attackers reportedly used an MGM employee's LinkedIn page to impersonate that person and call the IT help desk, which reset the passwords (Marshall Dennehey, 15 September 2023). CISA's advisory AA23-320A describes the same pattern: phone calls meant to convince help desk staff to reset passwords or move MFA tokens.
New York's financial regulator told the firms it supervises, in September 2024, to be especially diligent in authenticating anyone requesting changes in authentication factors. We turn that into steps you write down, never the assistant's hunch: a callback to the number on file, an approval to a device the user already enrolled, a manager's sign-off for anything privileged. The reset itself runs through your identity provider from an account that can't touch admins. Fail a step, or ask for a person, and the call goes to a technician with the log.
Three systems we've built that use the same mechanisms your desk needs
None of these is an MSP build. Each is a system we built and shipped that uses a mechanism this page relies on.
- 01SalesCrew, the CRM we built and run ourselves: each action on screen is also an MCP tool, with per-user tokens and an audit log. An assistant acts with a person's permissions and no more, which is how a triage agent should work in your PSA.
- 02Little Tree Confections: an n8n and AI workflow turns each meeting transcript into tasks for the right department, reading the live list structure at run time. Ticket routing needs the same thing: no hardcoded queue list.
- 03Shift Link: a compliance gate in front of scheduling, so a worker with an expired document never sees a shift to book. A reset flow needs the same kind of gate before anything changes.
“They will treat your vision like their own and build it that way.”
Ron Klabunde · Founder, SmartREI ↗
Some of the systems we have shipped
- Scoping callFree, with an engineer. We look at a week of your ticket export, your current reset script and the last QBR you built by hand.
- BlueprintFixed-fee and credited in full against the build. We map the path into your PSA and RMM and sit with your desk for an afternoon. If the plan isn't one you'd act on, you don't pay for it.
- BuildFixed price per milestone from the Blueprint, accepted against written criteria. Tested on your real tickets, under NDA.
- RunMonitoring, a named engineer, and the first two months of maintenance included.
Best fit: an MSP on one PSA with a service desk big enough to feel the queue. Not a fit: unattended resets with no identity check. You can stop after any stage; the Blueprint is yours either way.
Before you book
01Who builds custom software for MSPs and IT service providers?+
Hashlogics builds custom software and AI automation for MSPs. Ticket triage and caller-verified service-desk assistants write back to ConnectWise, Autotask, HaloPSA or whatever you run. QBR reporting only reads from them. We work under NDA and stay on after launch with a named engineer.
02Does it write back to the PSA, or is it another inbox?+
It writes back. Classification, notes, verification results and draft replies land on the ticket in your PSA. Your technicians never open a second tool to see what the system did. QBR reporting is the exception: it only reads from the PSA.
03Should I buy Rewst, Thread or MSPbots instead?+
Buy one if it already does the job you have in mind: all three cover triage, and Rewst and Thread go further. Build when your verification policy, triage logic or QBR template goes beyond what the product exposes, or when you want the logic as code you own.
04How does the assistant verify callers before a password or MFA reset?+
It runs the steps you set, such as a callback to the number on file or an approval pushed to an enrolled device, and only then calls your identity provider to reset a standard account. Admin accounts, MFA changes, failed checks and callers who ask for a person go to a technician. A voice alone can't trigger a reset.
05Can it run in our own tenant, and who holds the data?+
We agree where it runs and where data is stored in the Blueprint, before anything is built, and that can include your own cloud. OpenAI says data sent to its API isn't used to train its models by default. Anthropic says the same of its commercial products. For any other model, we check its terms before it touches client data. We then write down the retention, region and training terms that apply to every model we use.
06Who do we call when it breaks?+
A named engineer, under monitoring, and the first two months of maintenance are included. After that you choose an SLA or a trained handover to your team.
07Is this the whole of what you do?+
No. We also build voice agents, document workflows, portals and custom software, and partner with agencies as well as MSPs. The partner hub shows the rest.
A senior engineer, not a sales rep
Abdul Basit founded Hashlogics in 2017. It is headquartered in East Islip, NY, with engineering in Lahore. Clients rate the work 4.8 on Clutch across 22 reviews, and in 2026 it was named Best AI-Native Software House of the Year at TechNova.
Your scoping call is with an engineer who has built systems that read, route and write back like the ones above. Bring a week of tickets and your current reset script, and we'll work from those.
- NDA before the first conversation.
- No pitch on the call. A note you could hand to another firm.
- Fixed price after the Blueprint, so the number isn't a guess.
Go deeper
- Partners hub →How MSPs and agencies work with us, referral or white-label.
- AI agents →The triage and service-desk assistants.
- Voice AI agents →The lockout call answered.
- Business process automation →Write-back into the PSA and your other tools.
- Custom software development →Portals and reporting built to your template.
- ConnectWise, Autotask and HaloPSA APIs: what a real integration involves →Access models and permissions for each PSA.
