For MSPs
The Silent Dispatcher
An MSP owner on r/msp put the job in one line: "someone to assign tickets, communicate with our techs in Teams" — and keep every ticket up to date. Not another dashboard. Not another PSA module. A dispatcher.
That's Ayven. An agent that lives in your Teams, watches your board, chases your techs for updates, and escalates only when something is actually stuck. The promise is one sentence: no ticket older than 24 hours without a status.
Right now, "dispatch" means a human scanning the board. Or nothing.
At 10–50 seats, most MSPs can't justify a full-time dispatcher — so ticket-chasing lands on the service manager, the owner, or nobody. The board doesn't tell you what's quietly going stale. Your clients do.
Tickets Go Quiet, Nobody Notices
A ticket sits 26 hours without a status. The tech got pulled onto something urgent, the board shows "In Progress," and no human is paid to notice the gap. The first person to notice is usually the client — on the phone.
Chasing Is a Full-Time Job Nobody Has
Someone has to ask "any update on 4821?" over and over, all day. When it's the owner, it eats the day. When it's a rotating duty, it's done inconsistently. When it's nobody, the SLA finds out for you.
The Board and Reality Drift Apart
Techs fix things and forget to update tickets. Notes live in Teams threads, not the PSA. Your board becomes a lagging indicator of work that already happened — useless for SLAs, useless for hand-offs, useless for billing.
Generic Nags Get Ignored
PSA auto-reminders fire on a timer, with no context, at everyone equally. Techs learn to tune them out in a week. A reminder that doesn't know what the ticket is about, or what was already tried, is just noise.
Dispatch as a service — how Ayven runs your board
Ayven doesn't wait to be prompted. It watches the board on its own clock and does what a good dispatcher does: chase, reroute, verify.
The Ticket's Deadline Is Its Alarm Clock
Ayven reasons about time. Every ticket has an SLA, an age, and a last-update timestamp — when the gap grows past your threshold, Ayven notices without anyone scanning a board. It acts because the deadline says so, not because someone remembered to ask.
Chases With Context, Not Nags
Ayven DMs the tech in Teams, where they already live — referencing the ticket, the SLA, and what was already tried. The tech answers in one line, and Ayven updates the ticket. No new tab, no form, no "please see my previous reminder."
Replans Around People
Techs are dependencies that can fail — sick days, fire drills, silence. When a chase goes stale, Ayven doesn't nag harder; it reroutes. Your service manager gets a one-line brief: what's stuck, since when, what Ayven already tried. Escalation only when something is actually stuck.
Never Grades Its Own Homework
"Done" doesn't mean the tech said so in a thread — it means a live check of the ticket says so. Ayven verifies completion against the system of record, so the board and reality stop drifting apart.
A ticket goes quiet. Here's the whole loop.
Hour 26: Ayven notices
A ticket has gone 26 hours without a status. No manager saw it — Ayven did, because the ticket's own deadline is its alarm clock. It DMs the assigned tech in Teams: what the ticket is, what the SLA says, what's known so far, one question.
The tech replies — or doesn't
If the tech answers in one line, Ayven updates the ticket and goes quiet. If the chase goes stale, Ayven escalates to the service manager with a summary and options — not a wall of history, a decision-ready brief.
Closed means verified
When the work is done, Ayven checks the ticket system itself before it counts anything as complete. The status your clients see is the status that's true.
The design-partner deal
We're taking a small number of UK MSPs as design partners. The terms are deliberately simple:
- Free for 60 days. No card, no auto-convert.
- We set it up on your board with you. You don't do an integration project; we do it together on a call.
- One 30-minute call every two weeks. That's the ask — tell us what's working and what isn't.
- Hard decision date at day 60. Pay or part friends. No limbo.
No ticket older than 24 hours without a status.
That's the whole promise. If you run an MSP, we'll set it up on your board with you.