Sherweb adds HelpGhost to its marketplace, helping MSPs turn knowledge into scalable service delivery

MONTRÉAL – April 24 — Sherweb, an award-winning cloud marketplace leader, today announced the addition of HelpGhost to its marketplace. Built for managed service providers, HelpGhost is an adaptive AI platform for MSP service delivery that turns the expertise inside every ticket into reusable knowledge and puts an on-demand AI assistant alongside every technician. Together, they accelerate the team, unlock the knowledge already inside their stack and scale service without scaling headcount.

For most MSPs, service delivery doesn’t scale cleanly with growth. Expertise lives scattered across tickets, KB articles, Teams chats and the heads of senior technicians. New hires take months to ramp. Tier 1 escalates work that shouldn’t need to escalate. And the knowledge bases most MSPs have invested in, while valuable, are painful to maintain and struggle to deliver answers at the moment a technician actually needs them. HelpGhost is built to meet technicians where the work happens, making the knowledge and tools MSPs already have dramatically more useful on every ticket.

“MSPs are being asked to do more with the same resources, and the helpdesk is where that pressure shows up most clearly,” said Benji Germain, Vice President of Product at Sherweb. “HelpGhost gives our partners a practical way to take that pressure off their teams. Instead of hiring to absorb more volume, they can let automation handle the routine work and put their technicians where they’re actually needed.”

HelpGhost delivers two integrated products built for the MSP service desk, designed to complete each other:

• Scholar turns resolved tickets into clean, structured documentation automatically, without asking technicians to stop working to write it down. The expertise MSPs create every day becomes reusable, searchable and durable so the business stops losing knowledge every time a senior tech gets pulled into the next escalation.
• Hero is an adaptive, on-demand AI assistant purpose-built for MSP technicians. Techs can use Hero inside a ticket, outside the PSA, or in a private conversation. Built to surface, guide and even execute tasks alongside techs; a true force multiplier, customizable to each tech and grounded in the collective expertise already existing in the MSP and actively captured by Scholar.

With HelpGhost, Sherweb partners can:

• Automatically capture the expertise inside every resolved ticket, turning day-to-day work into durable, reusable documentation.
• Accelerate every technician with an adaptive AI assistant that works on every ticket.
• Improve SLA performance and client satisfaction through faster, more consistent support.
• Grow their client base and endpoint count without a matching increase in support staff.

“Almost every MSP is sitting on years of hard-won knowledge that’s scattered across tickets, KBs, and the brains of their team and it’s the single biggest thing holding back meaningful AI adoption in the channel,” said Jamie Cain, Co-Founder and CEO of HelpGhost. “HelpGhost exists to revive that knowledge, not replace the people who built it. Partnering with Sherweb means we can put that capability in front of the MSPs who need it most, through a marketplace they already trust.”

The mission behind the product is simple. Every team’s potential is trapped under work that doesn’t need them. HelpGhost eliminates the tedious, mundane and mind-numbing so people can do the work that actually matters, whatever that looks like for their business.

HelpGhost is available now in the Sherweb marketplace.

About HelpGhost

HelpGhost is an adaptive AI platform for MSP service delivery. Its two integrated products — Scholar and Hero — capture the expertise inside every resolved ticket and put it to work alongside technicians wherever they’re getting work done, so MSPs can scale service without scaling headcount. HelpGhost’s mission is to amplify the people who run the world’s service desks, not replace them. Learn more at helpghost.io.

About Sherweb

Since 1998, Sherweb has been connecting businesses with IT solutions tailored to their needs. Our growing team of over 1,000 experts help our reseller partners succeed with software from leading brands and value-added services that help them offload technical operations and extend their cloud expertise, from tech support to cybersecurity.

Media contact

Kate O’Neill
Marketing Communications Manager, Sherweb
koneill@sherweb.com

Follow Sherweb on LinkedIn, X and Facebook.