Who they are
Generation IX is a long-established Los Angeles MSP known for two things that rarely go together: exceptional client retention and relentless growth, having grown 20% year over year for five straight years. Keeping clients that long while scaling that fast puts steady pressure on the support desk. It has to stay fast and consistent even as ticket volume climbs. That is where Junto runs.
The challenge
Generation IX runs a busy remote support desk across a wide range of client environments. For Shane Quinlan, who manages the remote team and has spent seventeen years in IT, the pain was not any single big problem. It was the accumulation of small ones. Every day meant password resets, group changes, and constant context-switching between environments: logging in and out, opening incognito windows, clearing MFA prompts, and triaging trash tickets to decide what actually needed follow-up. On top of his own queue, he had to watch the team’s tickets for where techs were stuck. As he put it, that overhead “took up a big bulk of my time.” Left unchecked, that friction caps how much any one technician can handle, no matter how experienced.
The solution: a triage engine on every ticket
Junto earned its place inside the workflow the team already used, connecting through their existing ConnectWise integration rather than asking anyone to work somewhere new. From there it became the layer that reads, classifies, routes, and drafts on effectively every ticket before a technician opens it. Triage notes surface automatically, flagging likely duplicates so techs are not stepping on each other’s work, and pulling up the exact prior resolution and relevant documentation when an issue has been solved before.
The bigger shift was trust. Shane came in a natural skeptic, having previously worked in AI and robotic process automation, where he had “seen what rogue AI can do if it’s left unchecked.” What won him over was that Junto documented the process as it went, so the next technician to hit the same issue saved even more time. When he was once about to grant a company owner blanket SharePoint access, Junto suggested a more controlled approach that preserved logging at every step. It acted as a guardrail, not a risk. That trust changed how the team ramps new hires: techs lead with Junto to search ITGlue and Slack, which means fewer questions to management and full visibility when an escalation does happen.