DaemonLayer: Some tickets should never reach a technician

I run LazyAdmin.nl, where I've spent the last several years writing about Microsoft 365 and Exchange automation for IT admins. Over 20 years in IT, the thing that never stopped bugging me was watching skilled engineers spend most of their day on work that isn't actually engineering, hunting down which client a ticket belongs to, opening the M365 admin portal, checking if a user can self-serve a reset, verifying identity, before they can even start solving the problem. Most tools in this space stop at triage: categorize the ticket, maybe summarize it, hand it off. DaemonLayer goes further, it actually resolves what it can. A password reset request gets checked against SSPR status, verified, and completed automatically, no engineer involved. Anything that needs a human still gets fully investigated first: identity confirmed, account history pulled, likely cause identified, so the engineer opens a ticket that's ready to fix, not one they have to start from zero on. The approach evolved a lot during the build. We initially thought about this as a general "AI agent" for MSPs, but the more we talked to techs, the clearer it became that open-ended agentic behavior is the last thing you want touching client environments unsupervised. So we deliberately narrowed it: bounded, predictable workflows that actually take action within limits, instead of a free-roaming agent, with human-in-the-loop approval on every sensitive action and a full audit trail on every decision made. Happy to answer anything about the architecture, the PSA integrations, etc,. Would love your feedback!