Blog
Field notes from the L1 queue.
Operator writing on AI L1 techs, MSP automation, Syncro scripting, and the field-tested practice of building help-desk infrastructure that doesn't break.
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What "Syncro-native" actually means
The bolted-on vs built-in distinction matters more than vendors admit. Here's what "Syncro-native" should mean, and the one question that tells you whether a tool actually is.
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Prismatic's debut AI L1 demo: automated password reset that runs inside Syncro
How a multi-agent loop handles password reset tickets end-to-end inside Syncro: the architecture, the verified user flow, and what the demo assumes.
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A three-bucket frame for deciding what to automate, delegate, or hand to an AI agent
After 18 years in IT, the most useful frame I've found for triaging repetitive helpdesk work: what to automate, what to delegate, and what to hand to an AI agent.
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