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Has Anyone had success with MCP’ing into their PSA, Documentation & Company Knowledge?
Looking at doing this between Halo, Hudu, Sharepoint, Teams etc and interested to see what use cases others have had success with. We already heavily use AI for call transcription (Aircall), ticket summarisation, categorisation & Prioritisation (Thread) etc…
Looking at doing this between Halo, Hudu, Sharepoint, Teams etc and interested to see what use cases others have had success with. We already heavily use AI for call transcription (Aircall), ticket summarisation, categorisation & Prioritisation (Thread) etc but it all still feels siloed so this feels like the natural next step. Documentation being the main focus as everyone hates writing KBs
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Seen this. To my understanding it replaces the LLM front end which I’m not a fan of. Hatz is similar but aimed at reselling it to customers vs using it internally and it’s a difficult sell
We use a couple of mcps at my msp, but honestly most of it is more skill based. We use a lot of automation tooling like Rewst, N8N and such and have a strong team of automators that are alll familiar with APIs so the mcp layer in between them isnt required as much. I guess thats the downside of already have autonomous automations in place, there is less flexability to introduce these kind of technologies. I do hope that one of these days we’re gonna see a slightly more crystalized standard than mcp because honestly the speed of changes are frustrating. Maybe im just getting old.
Ah cool! Have been asking about API access and have just turned on the MCP beta in our tenant. Excited to try it out. My main bug bear with Thread is that the awesome KBs it creates are locked in the platform. I can’t easily access them in Halo or push them to Glue / Hudu. Hopefully the MCP layer fixes that
Thanks for the reply. We are in the process of moving from Glue to Hudu (because Kaseya) so will keep this in mind
We also rely on a lot of automations at the moment but I find the rigidity of them limiting, however reliable. Hoping to introduce some flexibility here with the MCP layer on top of greater cohesion between tools. Querying a ticket in Claude, pulling a KB from thread, updating a Hudu asset all with natural language seems like a dream
Ooh, good luck. We made that same move 15 months ago and we regret nothing about the change. It’s been such a massive improvement for us.
How did you get it working? I spent a few hrs trying to get it connected to Claude with no success. Did you follow a different guide? We enabled mcp endpoint under Ai and logging, setup a application integration, used client I'd and secret, configured permissions and tried to connect it to Claude and just could not get it working.
I posted in a comment about doing something similar with hudu and syncro. Would like to loop in CIPP and pax as well. Were you hosting the MCP server? And do you have multiple users accessing it? Still very green on this MCP stuff and trying to be safe.
a lot of automations at the moment but I find the rigidity of them limiting Isn't this exactly the point of automations? That it is rigid, and predictable, and deterministic, so can be automated?
A lot of it is automated and webhooked together so it’s not that bad but it’s still clunky in places
I agree. I love it.
https://stackjack.io/ Seemed to work when I demoed it - unless you ment making your own MCP.
How does the AI Voice work? Does it allow for just listening into calls?
Hey Bobby from Thread here, thanks for mentioning us. Love the overall point that a holistic AI solution tied into ticket data, documentation, and more would be ideal. I would add that ideally this tool would have an agentic layer that is customer facing and ties into the MCP. We actually have an MCP coming out in the next few weeks. We have AI Voice that can transcribe inbound and outbound calls, among other things. Happy to go through any of that if helpful and get you into the MCP Beta.
Not MCP, but I gave hermes the api docs for CW PSA/Manage and a read only api key. It's does a pretty good job, I can ask it hwo the noisiest client, endpoint, user or ticket type is over any given period and get a good answer, or I can ask it to score a ticket on quality, time logged. It just kinda works with a detailed enough prompt. I've wired up hudu, but find the search a bit too limiting so it doesn't always return what I'm looking for, but giving hermes a ticket number and asking for a relevant hudu article usually works.
That is a lot of silos.
Stackjack accomplishes what you're looking for. Been using it for a couple months. Integrates nicely into all of our tools. Being able to query other systems and update Hudu assets - relate items too, saves time and headache.
We've been using the MCP server for Halo that's provided by the rising tide team and it has been amazing. https://tools.iusehalo.com/
I have made an MCP that getting into my Autotask and ITGlue
https://github.com/Servosity/msp-skills I'm using some of these.
I’m testing out a local connector with Claude to both syncro and hudu. So far it’s working pretty well. It has read only with syncro and can view and create/update KBs in hudu. No destructive action I like it being able to reference tickets and then generate KBs based on the solution, etc
Halo MCP is pretty solid
have a pretty neat setup - Hudu, Xero, Syncro, Pax8 and CIPP all connected to claude, read only (other than creating documentation or assigning / commenting on tickets) - incredible with more efficient models like Sonnet 5. open to any questions - CIPP can be slow (self hosted) but the value is soooo good when it works. Just switched to the Linux App Service Plan and saw improvements in CIPP itself but the MCP still seems to get held by CIPP slowness.
We have an inhouse MCP for everything PSA and it's expanding. Some of us don't even see our PSA anymore. I always figured every vendor would quickly build that into their system, but that hasn't happened yet?!
Get StackJack.