Fixify

Fixify offers an AI-native IT automation platform and help desk service that plugs into an organization's existing ticketing (ITSM) and productivity tools rather than replacing them. The system automatically categorizes incoming tickets into structured IT use cases, generates and maintains playbooks from existing documentation, tickets, conversations and call transcripts, and then uses agentic "AI Sidekicks" to build and execute multi-step automation plans, re-evaluating and re-planning after each step. Requests can be received natively in Slack or Microsoft Teams or through the customer's ITSM, and each interaction is documented back into the ITSM. The company states coverage of 40+ common use cases on its home page and 50+ structured use cases across seven core categories plus 60+ pre-built IT playbooks in its pricing materials.

Customers choose which categories of work Fixify takes on and retain visibility into what the service is doing in real time, including request-level drill-downs, SLA compliance, resolution times, escalation trends and hotspot analysis. A proprietary LLM-based sentiment analysis capability passively monitors end-user emotional tone at the start and end of conversations, going beyond CSAT scoring. Fixify's own IT experts supervise the automations 24x7x365, stepping in when human judgment is required, and can perform configurable post-action quality reviews.

The platform integrates bi-directionally with ITSM platforms including ServiceNow, Jira, Freshservice and ManageEngine; with identity providers Okta and Microsoft Entra ID; with MDM tools such as Jamf; and with Google Workspace and Microsoft 365. It supports SAML 2.0 and SSO with MFA. Fixify lists SOC 2 Type 2, ISO/IEC 42001:2023 and ISO/IEC 27001 certifications and states support for HIPAA, CCPA and GDPR requirements.

Founding story

The founding premise was that IT help desks lack care, citing that 55% of employees actively avoid using the IT help desk, and that existing options forced a choice between people-heavy managed service providers that do not scale and automation products that push work back onto end users. Fixify was founded by three people who sit on its board alongside investor directors.

Business model

Fixify sells a managed, AI-assisted IT help desk service delivered on top of the customer's existing ticketing system; it explicitly does not provide a ticketing system of its own. Customers hand over selected use cases, and Fixify's technology plus its human IT analysts resolve those requests, with the customer retaining oversight and metrics.

Pricing is based on the customer's number of full-time employees rather than ticket volume or the number of use cases handed over; contracts are annual, with employee-count changes applied at renewal.

Traction

The company states it automates 75% of repetitive IT work and claims customers can support 5x more end users without growing the help desk. A customer story describes Expel improving CSAT with Fixify, and testimonials are attributed to a VP of Info Sec & IT and an IT Operations Manager at software companies and a Director of IT in mining and metals.

Latest developments

In October 2024 Fixify announced a $25 million Series A co-led by existing investors Costanoa Ventures, Decibel Partners and Paladin Capital Group, bringing total investment to $32 million, and added Mourad Yesayan of Paladin Capital Group to its board. The company has since published a report on how early adopters are automating IT functions with agentic AI, and its site materials describe SOC 2 Type 2, ISO/IEC 27001 and ISO/IEC 42001:2023 certifications.