Digby lives in a badge on the PSA ticket page. He reads, digs, writes up, and proposes. The technician reads a note with cited evidence, clicks a card, and moves on. Everything he did is on the ticket.
Thirty-four read-only scripts run through your RMM: recent errors and crashes, disk health, services, network, printers, Office, security posture, join status, installed software, certificates, Wi-Fi and VPN profiles, local admins, startup programs, battery, activation. The first pass runs a small baseline plus whatever the ticket's words point at.
| Time | Script | Result |
|---|---|---|
| 19:27:14 | get-disk-space | C: 22.4 GB free of 222 GB |
| 19:27:22 | get-system-events | DCOM warnings ×48, Secure Boot off |
| 19:27:26 | get-app-crashes | Explorer.EXE ×9 this week |
| 19:27:31 | get-printer-status | Only virtual printers; spooler running |
| 19:27:48 | get-network-basics | Wi-Fi disconnected; Ethernet 2 up |
| 19:28:03 | compare_devices | Peer FRONT-DESK-02 has HP LaserJet on port 192.168.4.20 |
Before proposing a write, Digby runs the matching preview: the dry run for cleanup, the pending list for patching, the queue for printers. The card shows those numbers, why he thinks it will help, and the verify step that runs after.
A Memory tab lists what Digby knows about the client and the device, with the source of each fact. Say "that's not the patch window, it's Tuesday after 6" in chat and it sticks, and outranks anything he learned from a ticket. A fix seen three times becomes a draft runbook.
Tickets seen, triage overrides, shadow match rate by category, approvals and declines, minutes saved, model usage by purpose, and what Digby learned this week. Same numbers in a weekly digest you can paste into Teams.
RMM alerts become triaged tickets, deduped per device. A daily hygiene sweep opens one ticket per client for end-of-life Windows, Defender or BitLocker off, stale reboots, expiring certificates and warranties, and unused licenses. Weekly patch compliance proposes a window from memory.
Asks the requester what is missing and resumes when they reply. Resolve-and-close in one card: reply, status, time entry, KB article. Related-ticket citations for "it's broken again". Escalation packets with what was tried, what was ruled out, and the next three things to try.
Every model call is recorded with its purpose. Cheap models do the cheap work; a stronger model is used only for hard cases, behind a daily spend cap. Model usage is included in the plan.
Adapters are small and tested against recorded fixtures, so adding a platform is a bounded job, not a rewrite. The approval gate and autonomy dial live above the adapters, so they apply the same way on every stack.
No. Nothing on a machine, a mailbox, or an account changes without a technician's click: read-only diagnostics run on their own, and every write is a proposal card. Digby does write to the ticket itself from day one — he files it into a category and posts internal notes, and both are switches you can turn off in the console. He also opens tickets of his own from RMM alerts and the hygiene sweep. The one write he can earn is closing a ticket, per category, only once that client's scored track record passes a fixed bar (20 checked tickets, 90% right) and the requester has confirmed the fix.
There are no flows to design. Digby reads the ticket, decides what to check, and proposes what to do. When a fix repeats, he drafts a runbook for you to approve, so the playbook builds itself from real tickets. See Why Digby.
Yes. Plans are priced per technician with a ticket allowance, and model usage is included. Digby records every call, so the Intelligence page shows exactly what was spent and on what. Larger desks that prefer to bring their own model keys can.
Ticketing: AlgaPSA and HaloPSA, both running against live instances. Devices: Level, live; NinjaOne built and waiting on a live tenant. Documentation: Hudu. Microsoft 365 through Graph including Intune, plus Exchange Online. Security: Huntress, built and waiting on a live tenant. ConnectWise, Datto RMM and IT Glue are next. Tell us your stack when you sign up.
A setup wizard walks you through it: connect each tool and watch it test itself, match your clients to their records in each platform, add your technicians, and sign in with your Microsoft work account. You create one script-runner automation in your RMM and install the extension. We then seed his memory from your ticket history and docs with you, and every client starts in shadow mode. Raise autonomy when the numbers earn it.
Per tenant, per client. Memory, outcomes, and usage are scoped so one client's facts never appear on another's ticket. Secrets are scrubbed from every note and transcript, and vault-referenced secrets are resolved at run time without passing through the model.
Two weeks on your real tickets, writing up every one and fixing none, a scored report at the end, then you decide what Digby gets to touch.
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