709 Your Helpdesk Copilot - Giant Rocketship

Dustin Puryear, a former MSP owner, explains how Giant Rocketship was born out of the need to solve SLA problems and reduce "dead time" on tickets. Unlike traditional ticket management systems that rely on dashboards and human intervention, Giant Rocketship uses AI to automatically assign, schedule, and manage tickets, allowing service managers to focus on edge cases and strategic tasks. The platform's key features include automatic ticket assignment based on technician availability and expertise, identification of abandoned tickets, and the ability to schedule future actions on tickets. Puryear discusses the company's journey from its inception in late 2022 to its production release in late 2023, highlighting how customer feedback has shaped the product's features. He also shares insights on being an MSP vendor and participating in the ConnectWise PitchIT competition.Key TakeawaysGiant Rocketship automates 80% of ticket assignment and scheduling tasksThe platform identifies abandoned tickets within 30 minutesIntegration with Autotask, ConnectWise Manage, and Halo PSAFuture plans include project automation and a channel program for MSPsThe company aims to help MSPs offer automation solutions to their customersShow SponsorThis episode is sponsored by Thread, Revolutionizing IT Support Through Real-Time CollaborationThe IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.