About Insights for ConnectWise

Built by MSP owners, for MSP engineers — because we've lived the problems we're solving.

Our Philosophy

We didn't want to create a product that just looks good on paper. From the get-go we've worked hand-in-hand with IT engineers 'on the front line' to get continuous feedback.

Reduction in Escalations

We aim to help first-line techs solve second-line problems, freeing up more time for your higher-tier engineers. We use AI to analyse and suggest potential fixes.

Availability of Information

We put information at the fingertips of your engineers, right inside your ConnectWise support tickets, presenting related previous tickets and providing search features.

Enhancement of Communication

The interactions your clients have with engineers often serve as their primary touch-point. Therefore, we use AI to equip your team to consistently deliver clear updates.

Our Story

Insights was founded by two people who know the MSP world from the inside. Mark Pennington currently operates an MSP, and Dave Coleman is a former MSP owner — his business was later acquired by Pennington.

Intrigued by the transformative wave of AI advancements, they channelled their passion for technology to address prevalent challenges encountered by IT support engineers. Both recognised that incremental time savings per ticket — when multiplied across an entire team and thousands of tickets a year — create substantial cumulative benefits.

Rather than building a product in isolation, they went straight to the engineers doing the work and gathered continuous feedback. The result is a tool shaped by real-world service desk experience, not assumptions made from a boardroom.

Mark Pennington

Co-Founder

Currently operates an MSP. Has first-hand experience of the daily challenges facing service desk teams and brings that perspective directly into the product.

Dave Coleman

Co-Founder

Former MSP owner whose business was acquired by Pennington. Deep operational knowledge of what it takes to run an efficient, profitable managed services business.

By reducing time on tickets by 20% and escalations by 25% — what do you think your ROI could be?

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