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What is Junto? ​

Junto is an AI helpdesk platform built for managed service providers (MSPs). It connects to your existing PSA, RMM, documentation, and security tools, then uses AI to triage incoming tickets, gather context, and help your team resolve issues faster.

Rather than replacing your existing workflow, Junto sits alongside it. Tickets flow in from ConnectWise PSA, and Junto's AI agent reads them, pulls relevant data from your connected tools, and presents actionable information to your technicians through a conversational interface.

Key Features ​

AI-Powered Triage ​

Every incoming ticket is treated as a signal. When a new signal arrives, Junto's AI agent can automatically begin triage: reading the ticket details, looking up the affected device in your RMM, checking documentation in ITGlue, and pulling security status from Sophos. The agent presents a summary and recommended next steps in a chat-style interface where your team can ask follow-up questions or approve actions.

Learn more about the AI Agent.

Integrations ​

Junto connects to the tools MSPs use every day:

  • ConnectWise PSA -- Sync tickets, companies, contacts, and time entries.
  • NinjaOne -- Look up device details, check alerts, and run scripts directly from the triage view.
  • ITGlue -- Search documentation and configuration records for customer environment context.
  • Sophos Central -- Check endpoint protection status and recent security events.
  • Pax8 -- View subscription and licensing information for the affected customer.

Browse all available integrations.

Processors ​

Processors are configurable AI tasks that run automatically on every incoming signal. They handle repetitive classification work:

  • Issue or Request Classifier -- Determines whether a signal is an issue or a service request.
  • Category and Tag Extractor -- Suggests categories and tags based on the ticket content.
  • Entity Extraction -- Identifies devices, users, and other entities mentioned in the ticket.
  • Sentiment and Tone Analyzer -- Gauges urgency and customer sentiment.
  • AI Summarization -- Generates a concise summary of the ticket.
  • Description Updater -- Rewrites messy email-generated descriptions into clean, structured text.
  • Automation Potential -- Estimates whether the ticket can be automated.
  • Ticket Type Classifier -- Maps the ticket to a specific ConnectWise type.
  • Catchall Ticket Router -- Routes tickets from a catchall board to the correct board and company.

Processors are configured under Settings.

Runbooks ​

Runbooks let you capture step-by-step procedures for common tasks -- onboarding a new user, resetting MFA, remediating a security alert, and so on. The AI agent can reference runbooks during triage to follow your documented procedures, or execute them directly against live integrations.

Learn more about Runbooks.

Dashboard ​

The Junto dashboard gives you an at-a-glance view of your helpdesk:

  • My Queue -- Signals assigned to you that need attention.
  • KPI Cards -- Key metrics like open signals, average resolution time, and automation rate.
  • Signal Breakdown -- Visual breakdown of signals by status, priority, and category.
  • Company Health -- A summary of which client companies have the most active issues.
  • Activity Feed -- A timeline of recent actions across your organization.

Who is Junto For? ​

Junto is designed for MSP teams that use ConnectWise PSA as their primary ticketing system. If your team spends significant time on L1 triage -- reading tickets, looking up devices, checking documentation, and routing issues -- Junto can automate much of that workflow while keeping your technicians in control.

Next Steps ​