Used by IT MSPs across the US. Trusted by Synergy Solution IT in Las Vegas.
Bring on a Support Engineer fellow that handles tier-1 tickets, a Sales fellow that runs MSP outbound, and an Operations fellow that keeps client onboarding moving. Each one custom-built for the way MSPs work.
Most MSPs start with one fellow. The right one depends on where the bottleneck is.
Triages tickets, drafts replies for common issues, escalates real problems to your senior engineers.
Best fit if your ticket queue is the bottleneck.
Qualifies inbound MSP leads, drafts outbound sequences, updates the CRM.
Best fit if you have inbound but no one to chase it.
Runs your client onboarding checklist, syncs PSA and RMM tools, keeps internal tickets unblocked.
Best fit if onboarding new clients is slow.
Tracks customer health, drafts QBRs, flags renewal risk and expansion opportunities.
Best fit if you have customers but nobody owns growth.
Pulls the ticket, checks customer history, drafts a reply, and either solves it or escalates with full context.
Watches RMM alerts. Confirms the alert is real, drafts the customer-facing update, and pages the right engineer if action is needed.
Runs your onboarding checklist. Tracks completion across PSA, RMM, documentation tools, and email. Pings owners on stalled steps.
Pulls monthly client metrics from your stack and drafts the customer report or QBR deck. You review, you send.
Drafts vendor support requests, tracks tickets, escalates when SLAs are missed. Keeps you informed without you chasing.
Watches resolved tickets. When the same fix has been used three times, drafts a new KB article and asks you to review.
Sources prospect lists matching your ICP, drafts cold outreach in your tone, and updates the CRM after replies.
Cross-references customer licenses against your distributor reports and flags discrepancies before they become billing problems.
Synergy Solution IT is an IT MSP based in Las Vegas. They run a tight team and serve a mix of SMB and mid-market clients. In May 2026 they began piloting a Support Engineer fellow inside their Slack workspace, with the goal of taking the fastest tier-1 tickets off their senior engineers.
Within the pilot, the fellow started handling password resets, common Office 365 issues, basic VPN troubleshooting, and onboarding-confirmation tickets. Senior engineers got their time back for project work. Clients got faster first-response times.
Synergy Solution IT is also a FellowHire reseller. Their internal pilot is the foundation for the reseller motion they will use to bring fellows to their own customers — MSPs selling AI fellows to other small businesses they serve.
"Deploy in minutes, adapt to your exact workflow, and let it handle the rest—custom-built AI that fits like a glove and works at the speed of your business."
PSA
RMM
Documentation
Communication
Backup / DR
Identity
Use a tool that's not on this list? Most MSP tools can be scoped into the fellow build during your setup call.
Each fellow is on a custom annual plan based on the role. No per-seat charges. No credit meters. Predictable bills you can pass through to your clients if you are reselling, or absorb cleanly into your operations budget if you are using internally.
MSPs working with us as resellers get wholesale pricing — billed annually at a wholesale rate, sold to your clients at your retail markup.
For most MSPs, it's a Support Engineer fellow. Tier-1 tickets are the highest-volume, lowest-leverage work senior engineers do, and they consume the most internal capacity. A Support Engineer fellow handles the predictable tickets and escalates the rest with full context. Sales fellow is the right first hire if you have inbound but nobody chasing it.
Yes for the major MSP tools (ConnectWise, Autotask, NinjaOne, Datto, Kaseya, Atera, IT Glue, Hudu). For other tools, we scope integration into the fellow build during setup. Most MSP tools have APIs we can connect.
Yes. Each client's data is scoped to that client's ticket context. The fellow does not mix client information across tenants. We will walk through your security and compliance setup during the scoping call.
ChatGPT and Viktor are generalists. They will help you draft a ticket reply if you prompt them. They will not know your PSA setup, your client list, your SLAs, or your escalation rules. A FellowHire Support Engineer fellow is custom-trained on the way your MSP runs. See the full comparison at /compare/fellowhire-vs-viktor.
Yes. We have a reseller program. You buy fellows at wholesale rates and resell them to your clients at your markup. Synergy Solution IT in Las Vegas was our first reseller and is currently running an active pilot — 400 tier-1 tickets per week handled by the fellow, 40 senior engineer hours freed per week — as the foundation for their reseller motion. Reach out via the CTA to scope a reseller agreement.
Tell us where the bottleneck is. We will scope the right fellow and have it in your Slack in about a week.