Question 1

What is Junto and how does it help MSPs?

Accepted Answer

Junto is an AI-powered PSA automation platform built specifically for Managed Service Providers (MSPs). It uses artificial intelligence to automatically triage support tickets, integrate with your existing tools like ConnectWise and NinjaRMM, and help technicians resolve issues faster. Junto acts as an AI co-pilot for your service desk, reducing ticket response times and freeing up your team to focus on complex issues.

Question 2

Is Junto an AI ticketing system?

Accepted Answer

Yes. Junto uses advanced AI agents to analyze incoming tickets, gather context from your integrations, and either suggest or automatically execute resolution steps. It's designed to work alongside your existing PSA (like ConnectWise PSA) rather than replace it.

Question 3

How is Junto different from other MSP automation tools?

Accepted Answer

Unlike traditional automation tools that rely on rigid rules and scripts, Junto uses conversational AI that understands context. It can read ticket descriptions, pull information from your RMM and PSA, and make intelligent decisions about how to troubleshoot issues—just like an experienced technician would.

Question 4

Does Junto use ChatGPT or AI for ticket triage?

Accepted Answer

Junto uses state-of-the-art large language models (LLMs) specifically configured for MSP workflows. The AI agent can read tickets, understand technical issues, query your connected systems, and take actions to resolve problems—all while following your custom instructions and approval policies.

Question 5

Can AI really handle MSP support tickets?

Accepted Answer

Yes. Junto's AI is designed for IT service management workflows. It can: Analyze ticket descriptions and identify the issue type, Query ConnectWise for customer history and configuration, Check device status in NinjaRMM, Look up user information in Microsoft 365 or Google Workspace, Suggest or execute remediation steps, Update tickets and log time entries automatically.

Question 6

What is AI ticket triage?

Accepted Answer

AI ticket triage is the automated process of analyzing incoming support tickets, categorizing them, gathering relevant context, and either resolving them automatically or routing them to the right technician with all necessary information. Junto does this in seconds rather than the minutes it takes a human.

Question 7

Can I control what the AI does?

Accepted Answer

Absolutely. Junto gives you granular control over AI behavior: Semi-Auto mode (AI suggests actions and waits for your approval), Full-Auto mode (AI executes actions autonomously), Tool policies (Enable/disable specific capabilities and set approval requirements), Custom instructions (Guide how the AI communicates and prioritizes), Risk levels (High-risk actions always require human approval).

Question 8

Does Junto integrate with ConnectWise PSA?

Accepted Answer

Yes. Junto has a deep, bidirectional integration with ConnectWise PSA (formerly ConnectWise Manage). It syncs tickets, companies, contacts, and time entries in real-time via webhooks. The AI agent can read ticket details, update statuses, add notes, and log time—all directly in ConnectWise.

Question 9

Does Junto work with NinjaRMM / NinjaOne?

Accepted Answer

Yes. Junto integrates with NinjaOne (NinjaRMM) to give the AI agent visibility into your managed devices. It can check device health, view alerts, see installed software, monitor antivirus status, and even run scripts remotely when troubleshooting issues.

Question 10

Can Junto access Microsoft 365?

Accepted Answer

Yes. Junto supports Microsoft 365 integration at the company level, meaning each of your clients can connect their own M365 tenant. The AI can then access email, calendar, and user information to help troubleshoot Microsoft 365-related issues.

Question 11

Does Junto support Google Workspace?

Accepted Answer

Yes. Similar to Microsoft 365, Google Workspace can be connected per-company, allowing the AI to access calendar and user information for clients using Google's productivity suite.

Question 12

What PSA tools does Junto support?

Accepted Answer

Currently, Junto integrates with ConnectWise PSA. Additional PSA integrations are on the roadmap based on customer demand.

Question 13

What RMM tools does Junto support?

Accepted Answer

Junto currently integrates with NinjaOne (NinjaRMM). The platform is designed to support additional RMM tools in the future.

Question 14

Is Junto secure for MSP use?

Accepted Answer

Yes. Junto is built with MSP security requirements in mind: All data is encrypted in transit and at rest, API credentials are stored securely, Role-based access control with 5 permission levels, Granular tool policies to control AI capabilities, Approval workflows for sensitive actions, Audit trails for all AI actions.

Question 15

Can I control which AI actions require approval?

Accepted Answer

Yes. Every tool the AI can use has configurable approval settings: Always require approval (Human must approve every use), Session approval (Approve once per ticket, then auto-approved), Auto-approve (Runs without requiring approval). You can also set defaults based on risk level (low, medium, high).

Question 16

What user roles does Junto support?

Accepted Answer

Junto has a 5-tier role system: Owner (Full access including billing), Admin (Full operational access), Manager (Can approve high-risk actions and manage team), Operator (Can approve medium and low-risk actions), Technician (Can execute workflows and approve low-risk actions).

Question 17

How do I set up Junto for my MSP?

Accepted Answer

Getting started with Junto is straightforward: Create your organization account, Connect your ConnectWise PSA integration, Optionally connect NinjaRMM and other integrations, Configure AI settings and tool policies, Invite your team members, Start triaging tickets with AI assistance.

Question 18

How long does it take to set up Junto?

Accepted Answer

Most MSPs can complete the initial setup in under 30 minutes. Connecting ConnectWise and configuring basic settings takes just a few minutes. Fine-tuning AI behavior and tool policies can be done gradually as you use the platform.

Question 19

Do I need to replace my PSA to use Junto?

Accepted Answer

No. Junto is designed to work with your existing PSA, not replace it. Your tickets stay in ConnectWise, and Junto enhances your workflow by adding AI-powered triage and automation capabilities.

Question 20

Is there a free trial?

Accepted Answer

Contact us to learn about trial options and see Junto in action with a personalized demo.

Question 21

How much does Junto cost?

Accepted Answer

Junto pricing is designed to scale with your MSP. Contact our sales team for detailed pricing information based on your ticket volume and team size.

Question 22

Is Junto priced per technician or per ticket?

Accepted Answer

Contact us for detailed pricing information tailored to your MSP's needs.

Question 23

How do I get help with Junto?

Accepted Answer

Junto provides multiple support channels: In-app documentation and tooltips, Help center with guides and FAQs, Email support, Dedicated onboarding assistance for new customers.

Question 24

Where can I request new features?

Accepted Answer

We actively collect customer feedback to prioritize our roadmap. Contact your account representative or use the in-app feedback option to submit feature requests.

Question 25

What is a "Signal" in Junto?

Accepted Answer

A Signal is Junto's term for a support ticket. Signals are synced from your PSA (like ConnectWise) and can be triaged by the AI agent. We use this terminology to distinguish Junto's enhanced ticket view from the raw PSA ticket.

Question 26

What are Runbooks?

Accepted Answer

Runbooks are documented procedures for resolving common technical issues. You can create runbooks in Junto, and the AI agent will reference them when troubleshooting similar issues—ensuring consistent, thorough problem resolution across your team.

Question 27

Does Junto support multiple clients/companies?

Accepted Answer

Yes. Junto is built for MSPs managing multiple clients. Each company can have: Company-specific AI instructions and knowledge, Individual Microsoft 365 or Google Workspace connections, Custom runbooks for that client's environment, Separate contact and ticket history.

Question 28

Can Junto handle after-hours tickets?

Accepted Answer

Yes. Since Junto's AI agent works 24/7, it can triage tickets that come in outside business hours. Depending on your settings, it can gather context, attempt initial troubleshooting, or queue tickets with full context for your team to handle when they're back online.

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