AI Email Assistant for IT Support & MSPs
Faster, clearer responses to tickets without dumbing down your technical quality. Triage urgent issues and handle routine requests in seconds.
Built for teams who live in Gmail.
Stop letting tickets pile up while you type
Service desk handles 80-200 tickets daily — password resets, VPN issues, "my computer is slow," printer problems
Urgent vs. routine triage gets muddled when every ticket needs a response written from scratch
Technical explanations for non-technical users are either too complex or so simplified they're useless
Outage communications get delayed while techs juggle troubleshooting and client updates
Response quality varies wildly between senior and junior techs
Billing and invoice questions eat up time that should go to technical work
Aeralis turns your knowledge base and procedures into instant, accurate ticket responses. Link your troubleshooting guides, SLA info, and standard procedures. When a user emails about VPN issues or a client needs an outage update, your team clicks once and gets a draft that's technically sound, appropriately detailed, and ready for review.
How Aeralis fits into your service desk
Works inside Gmail alongside your PSA and ticketing system.
Connect Gmail and create profiles
Install from Google Workspace Marketplace. Set up profiles for different scenarios — P1 incidents, routine requests, non-technical users, maintenance notifications.
Add your IT resources
Link your knowledge base, common troubleshooting guides, SLA documentation, and standard procedures. Aeralis references these when drafting responses.
Clear tickets faster
Open a ticket email, select your profile, describe what you need. Review the draft, adjust if needed, send. Spend time solving problems, not writing about them.
Real emails Aeralis can help you write
See how Aeralis handles common IT support and MSP scenarios.
Service request acknowledgment
Before Aeralis
Technician reads the ticket, estimates priority, types acknowledgment. During busy periods, tickets sit unacknowledged for hours while users wonder if anyone received their request.
With Aeralis
Hi Sandra, Got your request about the VPN connection issues. I've logged this as ticket #8742. Quick questions to help me diagnose: 1. Are you on home Wi-Fi or a mobile hotspot? 2. What error message do you see when connecting? 3. Has anything changed recently (new router, updated software)? In the meantime, try this: • Disconnect from VPN completely • Restart your laptop • Reconnect using the Cisco AnyConnect client (not the browser) If that doesn't work, I can schedule a remote session. What's a good time tomorrow? Thanks, [Tech Name] Ticket #8742 | Priority: Medium
Outage notification to clients
Before Aeralis
MSP scrambles to notify all affected clients while simultaneously troubleshooting. Communications are delayed, inconsistent, or miss key details.
With Aeralis
ALERT: Network Connectivity Issue — Johnson Manufacturing Hi David, We're aware of an issue affecting network connectivity at your main office location. Current status: • Issue detected: 2:15 PM EST • Affected: Internet, email, and VoIP at 425 Industrial Pkwy • Cause: Investigating — appears to be upstream ISP issue • ETA: Working with Comcast on resolution timeline What we're doing: • Opened priority ticket with Comcast (Case #892341) • Monitoring all systems for restoration • Backup LTE failover is active for critical systems What you can do: • Mobile hotspots are available for urgent work • VoIP is routing to mobile backup numbers I'll send updates every 30 minutes until resolved. Call my cell (555-0188) for urgent issues. [Tech Name] Incident ID: INC-2024-0342
Routine maintenance notification
Before Aeralis
Tech sends a generic "maintenance window" email that doesn't explain what's happening or why it matters to the specific client.
With Aeralis
Hi Team, Heads up: We have scheduled maintenance this Saturday that will affect your email and file server. Details: • When: Saturday, March 15, 11 PM – 2 AM EST • What: Server patching and security updates • Impact: Email and shared drive access will be unavailable Why now: This includes critical security patches for the Exchange vulnerability announced last week. Weekend timing minimizes business disruption. What to do: • Save any work-in-progress before 11 PM Friday • Avoid scheduling automated reports during the window • Monday morning: everything should work normally — if not, call us immediately Questions? Reply here or call our after-hours line at 555-0199. Thanks for your patience, [Tech Name]
Technical explanation for non-technical user
Before Aeralis
Tech types jargon-heavy response that leaves the user more confused. Or oversimplifies so much that it's unhelpful. Finding the right balance takes time.
With Aeralis
Hi Michael, Good question about why your laptop is running slow. I looked at the diagnostics and here's what I found: The issue: Your laptop is running low on storage space (92% full). When computers get this full, they struggle to manage temporary files and updates, which makes everything feel sluggish. The easy fix: 1. Delete files you no longer need (especially in Downloads folder) 2. Empty your Recycle Bin 3. Move large files to your network drive (H: drive) For comparison: your laptop has 256GB storage, but you're using 236GB. We want to get you under 200GB for smooth performance. Want help clearing space? I can: • Run a cleanup remotely (takes 15 min, no downtime) • Move your old files to the archive server • Discuss a storage upgrade if you regularly need more space Let me know which option works best. Thanks, [Tech Name]
Use the tools you already have
Aeralis works alongside ConnectWise, Autotask, or whatever PSA you use. No complex integrations — just add your key resources as context.
Troubleshooting guides, how-tos, and common issue resolutions
Response time commitments, escalation procedures, priority levels
Onboarding checklists, maintenance windows, change management
Network documentation, contact escalation paths, environment notes
Questions IT teams usually ask
Is client information secure with Aeralis?
Aeralis operates entirely within Google's environment. Email content is processed in real-time and not stored. You control what context you provide (like your knowledge base or standard procedures), and technicians review every email before sending.
Does this replace my service desk team?
No. Aeralis handles repetitive drafting so your team can focus on actual problem-solving, complex troubleshooting, and the technical work that requires expertise. Techs review every email and handle escalations personally.
Can different ticket types have different response templates?
Yes. Create separate profiles for different scenarios — P1 incidents vs routine requests, client-facing vs internal, technical vs non-technical users. Each profile can have its own tone and reference different knowledge base articles.
How much setup is required?
Most MSPs are running in under an hour. Install from Google Workspace Marketplace, create profiles for your common ticket types, and add links to your knowledge base, SLA info, and standard procedures. No complex integration needed.
Does Aeralis integrate with ConnectWise, Autotask, or our PSA?
Aeralis works alongside your existing systems by using links and documents you provide as context — knowledge base URLs, procedure documents, client-specific info pages. It doesn't require direct PSA integration.
Can it help maintain consistent communication across the team?
Absolutely. When you set up profiles with your preferred tone and standard information, every technician produces similarly professional responses — whether they've been with you for 10 years or 10 days.
Give your service desk an inbox co-pilot
More time fixing issues, less time writing about them. Start free, upgrade when you're ready.
Start with Aeralis