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Product Roadmap Q2 2026 — Building the Autonomous Ticket Lifecycle

Hi There 👋
It's been a few months since our last roadmap update, and a lot has happened. Our AI Ticket Triage went generally available, we launched AI Sentiment Max, and the new App Marketplace is live — and the feedback from our Alpha partners has been shaping something bigger than a list of standalone features.
We've been building toward a single idea: the Autonomous Ticket Lifecycle
. From the moment a ticket is created to the moment it's closed, AI should do the work that doesn't need a human — capturing, understanding, routing, resolving, and reviewing. That's the direction the product is now organized around, and this update is the first time we're sharing the full picture.
What We Delivered Since Our Last Update
AI Ticket Triage — Generally Available
 AI-powered categorization, prioritization, and routing for ConnectWise and Autotask. Now out of pilot and available to all clients.
AI Sentiment Max
 A major upgrade to Sentiment Analysis — expanded coverage, improved accuracy, now rolled out across the client base.
App Marketplace — New Layout
 A refreshed experience to make it easier to discover, activate, and manage AI apps across your account.
Agreement Profitability App
 Track agreement health and spot margin leaks. Available for ConnectWise, Autotask and Halo.
What's Coming in Q2
AI Ticket QA — Launching mid-Q2
Our next major launch. AI QA reviews your tickets at scale — 100% coverage instead of the spot checks most teams manage today — and surfaces where your service operation is leaking quality. Designed for service managers, not technicians. Progressive insights, not a wall of failures. Currently finishing Alpha with partners.
AI Ticket Intake V1 — Launching end-Q2
An after-hours AI phone agent that answers client calls, understands the issue, and creates a fully structured ticket in your PSA. The first piece of a larger Intake Agent that will expand to Teams, chat, email, and more channels in H2.
Looking Ahead to H2 2026 and Beyond
The Q2 launches are the foundation for a larger shift already underway:
Omnichannel Intake
 — capture tickets from Teams, chat, email, and WhatsApp, not just phone
AI Resolution Recommendation
 — AI surfaces suggested solutions inside Next Ticket to give technicians a starting point, based on historical tickets and knowledge base context
Supervised AI Resolution
 — AI resolves L1 issues with human oversight and escalation
Full Autonomous Resolution
 — the long-term goal: routine tickets resolved end-to-end without human touch
Our focus through 2026 is the ticket lifecycle — Intake, Triage, Dispatch, Resolution, and QA. For the full long-term vision and how these pieces connect, we've published a dedicated page: https://app.mspbots.ai/roadmap
What This Means for You
Everything we're building still points at the same outcomes we've always cared about — cutting wasted time, improving ticket resolution quality, and making your service desk easier to run. What's changing is ambition. We're no longer just adding AI features to a BI product. We're building the AI workforce that runs the service desk alongside your team.
Thanks for building this with us.
Best regards,
The MSPbots Product Team