ConnectWise, the Tampa, Florida, company that sells software to managed service providers (MSPs), acquired zofiQ, a Toronto-based startup that builds AI agents for IT service desks. ConnectWise announced the deal on 20 January 2026, and Lexpert reported that it was completed that day.
Financial terms were not disclosed. zofiQ co-founder and chief executive Lee Silverstone joined ConnectWise's leadership team as part of the transaction.
zofiQ's agents already worked inside ConnectWise PSA, the company's professional services automation software, and were in use by some ConnectWise partners. ConnectWise said the technology would become a common agent layer across its product range.
What zofiQ built
zofiQ was founded in 2023. Its agents run inside PSA workflows and use operational service data to act on tickets, rather than only suggesting what a technician should do. Their tasks include triage, classification, routing, resolution and documentation.
Silverstone said the company built the product for MSP service desks, where scale, speed and service quality matter at every moment. Because it sat inside the PSA, it could draw on the operational data that MSPs already kept there, which is why ConnectWise partners were able to start using it before the two companies combined.
ConnectWise cited results from partners using the product: about 20% more endpoints managed per technician, up to 50% fewer reactive service hours, two to three hours saved per technician per day, five to ten minutes saved per ticket, and 90% to 97% accuracy in triage and classification. It said this added up to margin gains of up to 30% for MSPs. The figures come from the companies and were not independently verified.
One early user, Omega Systems, used zofiQ for anomaly detection, ticket classification, prioritisation and root-cause suggestions. Its chief operating officer, Ben Tercha, said zofiQ served as the layer that let Omega add AI when the applications it depended on did not offer it.
“The future of service delivery isn't AI that just makes suggestions, it's AI that takes action inside the workflow”
Why ConnectWise is buying
ConnectWise chief executive Manny Rivelo argued that AI agents only work when they draw on real operational data, and that for MSPs much of that data sits in the PSA. In an interview with Channel Insider, he said most MSPs wanted automation to cope with labour costs and demand, but had held back because building their own tools was hard.
Rivelo told Channel Insider that ConnectWise spoke to partners who used both products during due diligence, and that none of them said zofiQ had failed to deliver value. He also warned that MSPs which did not offer automation risked losing customers to rivals that did.
David Raissipour, ConnectWise's chief product and technology officer, said the deal would help partners onboard faster, run operations across many tenants and extend autonomous service delivery.
What happens next
ConnectWise said zofiQ would move beyond PSA into its remote monitoring and management (RMM), cybersecurity and data protection products. It also plans to extend the automation to third-party tools that integrate with its platform.
Silverstone said ConnectWise's investment and platform reach were speeding up zofiQ's roadmap and widening what partners could do with the product.
Rivelo told Channel Insider that it was time for MSPs to move on automation this year, and that ConnectWise wanted to spare them the work of building such tools themselves. He said MSPs could begin using the agents even before they were ready to let them handle tasks on their own. ConnectWise did not say how zofiQ would be priced or packaged for partners after the deal.
The advisers
Davies Ward Phillips & Vineberg acted as Canadian counsel to zofiQ, with a team led by Zain Rizvi. ConnectWise used Massumi + Consoli as US counsel and Stikeman Elliott as Canadian counsel, Lexpert reported.
zofiQ's funding history and headcount were not reported in coverage of the deal.
