Triage and routing
Reads each new ticket, picks helpdesk, service or sales, and routes it to the right queue, with its confidence. Unsure tickets go to a person.
Nexus. AI service-desk teammate for Autotask
For MSPs on Autotask · Early access
An AI teammate that reads every ticket, so your techs don't have to.
Nexus watches your Autotask queues. It sorts and routes new tickets, spots spam and lost tickets, drafts the customer reply and the internal note, and checks finished tickets for missed billing. It proposes; your team approves with one click. Hosted for your MSP by GDS Technology.
- Nothing changes without approval
- Every decision shows its evidence
- Runs GDS's own service desk
What Nexus does
The first pass on every ticket, done before a tech opens it
These are the jobs Nexus does on GDS Technology's own Autotask today. Each one ends in a plan a person approves.
Sorts the unknowns
Tickets on your catch-all account get sorted: the real customer, a sales lead, a bounce, a test, paperwork or spam.
Spam, handled
Moves spam to your spam account and closes it, and learns from the senders your technicians mark as spam.
Customer replies, drafted
A short note to the contact in your help desk's voice, sent through your own Autotask workflow, plus an internal note with the reasons.
Suggested fixes
Similar resolved tickets, with what the tech did, and matching IT Glue documents, right in the internal note.
Sales follow-ups
Quote notices, bid invitations and web leads go to the right opportunity owner, with a call booked as a To-Do.
Billing check
Reads finished tickets for parts used or parking paid that never made it onto the bill, and flags them for the tech.
Ticket QA and watchers
Checks completed tickets for the basics, and flags urgent unassigned tickets, overdue replies and frustrated customers.
Safe by design
AI in your PSA, with a person on every change
Automations that write to a PSA on their own can make a mess fast: duplicate companies, wrong contacts, notes to the wrong customer. Nexus is built the other way round.
Approve and run
Every change is a plan with its evidence. Nothing is written to Autotask until a person approves it.
Checked and logged
Before acting it re-reads the ticket and stops if it moved. Every change is read back and recorded.
Budgets and a kill switch
Limits per ticket, per day and per week. Going over pauses it until a person resets it, and one switch pauses everything.
Starts in shadow mode
New lanes start by watching and recording what they would do, so you see its judgement before it touches a ticket.
Early access
How getting started works
- 1
Discovery call
Your queues, accounts and how your service desk works today.
- 2
We set it up
GDS hosts your Nexus, connects it to Autotask through PSARelay, and adds a few custom fields and a workflow rule.
- 3
Shadow mode
Nexus judges your tickets without changing anything. You review its calls.
- 4
Approvals on
Turn lanes on one at a time. Your team approves each change with one click.
Plans
One flat monthly price per MSP
No per-technician fees. Hosting, updates and support from GDS Technology included.
Core
Triage, routing, spam and customer replies, with one-click approvals.
Early-access pricing
Talk to usPro
Adds sales follow-ups, billing checks, ticket QA and watchers.
Early-access pricing
Talk to usManaged
GDS tunes Nexus to your queues and reviews its decisions with you.
Early-access pricing
Talk to usFAQ
Nexus questions
Does Nexus change tickets on its own?
No. It reads tickets and prepares a plan with its evidence. Changes in Autotask happen only when someone on your team clicks Approve and run.
Is this the same Nexus GDS uses?
Yes. Nexus was built for GDS Technology's own service desk and works its queues every day. Early access brings it to other MSPs, set up for your queues and accounts.
What do we need in Autotask?
An API user, a few custom fields that Nexus uses to track its work, one workflow rule so customer notes are emailed, and the queues and accounts you already use. We set it up with you.
How does it connect to Autotask?
Through PSARelay, GDS's open-source middleware for Autotask, with its per-person permissions and audit trail.
Where does it run?
GDS hosts a separate Nexus for each MSP. Your tickets and settings aren't shared with other customers.
Is Nexus made by Kaseya?
No. Nexus is an independent product of GDS Technology and works with Autotask through its API. It isn't affiliated with or endorsed by Kaseya.
Give your service desk a first pass on every ticket
Early access is open to a small group of MSPs on Autotask. Tell us about your service desk and we'll show you Nexus on tickets like yours.
Nexus is a product of GDS Technology. Autotask is a trademark of Kaseya; Nexus is not affiliated with or endorsed by Kaseya. Examples are illustrative.