Blog
Field notes from the L1 queue.
Operator writing on AI L1 techs, MSP automation, Syncro scripting, and the field-tested practice of building help-desk infrastructure that doesn't break.
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What "multi-tenant by design" actually requires
Adding a tenant_id column isn't multi-tenancy. Here's what real multi-tenant infrastructure for MSPs actually requires, and the one-question test that tells you whether a tool has it.
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Asset Scripts vs Worksheet Scripts: when to use which
Two Syncro tools with similar names and different purposes. Picking wrong wastes a week. A practical decision rule for when each one is the right tool.
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Where to start with helpdesk automation: sort by margin, not volume
Most MSPs automate the wrong tickets first. The high-volume categories aren't the same as the high-margin ones. Here's the sort to run before you build anything.
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Why we call them "AI techs," not "AI employees"
The naming gap between "AI Employee" and "AI Tech" isn't cosmetic. It sets expectations for what the system can do, and how to think about it when it's wrong.
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How AI helpdesk projects actually fail
The first 60 days of an AI helpdesk project are vibes. The next 60 are the real test. Three failure patterns from inside the queue, and how to design around them.
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What "Syncro-native" actually means
The bolted-on vs built-in distinction matters more than vendors admit. Here's what "Syncro-native" should mean, and the one question that tells you whether a tool actually is.
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Prismatic's debut AI L1 demo: automated password reset that runs inside Syncro
How a multi-agent loop handles password reset tickets end-to-end inside Syncro: the architecture, the verified user flow, and what the demo assumes.
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A three-bucket frame for deciding what to automate, delegate, or hand to an AI agent
After 18 years in IT, the most useful frame I've found for triaging repetitive helpdesk work: what to automate, what to delegate, and what to hand to an AI agent.
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