Hexnode, the enterprise software division of Mitsogo, has introduced Hexnode Synapse at HexCon26, its annual user conference. Hexnode Synapse is an agentic AI orchestration layer for IT and security operations designed to turn requests and system events into coordinated, governed and traceable actions.
For MSPs, tool sprawl compounds with every client they take on. 58% of MSP professionals cite integrating multiple tools and platforms as their top challenge when delivering or scaling services.
“If you look at the real work of IT, nothing ever happens inside just one system. Onboarding a person touches identity, devices, and your HR system. Responding to a threat touches the endpoint, the user’s access, and the ticket. And today, a person is the one connecting all of that, every single time,” said Apu Pavithran, CEO and Founder of Hexnode, at HexCon26.
Each handoff adds manual work, slows response, and makes it harder to maintain consistent processes and demonstrate how an issue was resolved.
Hexnode Synapse connects those steps. It extends workflows across the IT and security tools teams already use and runs deepest on Hexnode UEM, Hexnode XDR and Hexnode IdP.
What is Hexnode Synapse?
Hexnode Synapse is a governed, agentic orchestration layer built to coordinate service requests, alerts and events from initiation to resolution across the tools involved.
Synapse starts with native context from Hexnode UEM, Hexnode XDR and Hexnode IdP and extends workflows into surrounding IT and security tools. Rather than requiring MSP technicians to move manually between consoles, it coordinates agents, approvals and system actions around a single request, alert, or event.
How does Hexnode Synapse work?
“The shift is agentic: where the platform is not just telling you what to do, it’s actually doing the work,” Pavithran told the HexCon26 audience.
Hexnode Synapse works through specialist AI agents that reason about incoming requests and alerts, determine the appropriate next step and act within defined guardrails. It initially includes:
• Device Agent: Supports root-cause diagnostics, compliance-drift remediation, patch and vulnerability remediation, and device provisioning through Hexnode UEM.
• Identity Agent: Supports access requests, identity lifecycle operations, role changes and account-related tasks through Hexnode IdP.
• Threat Agent: Supports alert triage, threat investigation and containment through Hexnode XDR.
Beyond the built-in agents, MSPs can configure custom agents for scenarios involving their own tools and knowledge-base sources.
Hexnode Synapse can also coordinate cross-product sequences when a workflow spans more than one system.
For example, a single prompt such as “Onboard John” reads the new hire’s HR profile and initiates the onboarding workflow. Hexnode Synapse creates the identity and assigns application licenses based on the employee’s department, pushes zero-touch device configurations and endpoint-protection policies in parallel, and records the corresponding IT ticket—all as one governed workflow.
If a step stalls, Synapse attempts to recover the workflow. If application licenses are unavailable, it raises a ticket and resumes provisioning when a seat becomes available.
For MSPs, applying this orchestration model to recurring processes such as onboarding, access management, device provisioning, remediation and threat response can reduce repetitive work and improve consistency across service delivery.
How is Hexnode Synapse governed by design?
Hexnode Synapse uses guardrails—the admin-defined limits on what an agent can perform autonomously—together with action-level approval gates and a traceable execution history to keep agent actions under human control.
Work within those guardrails proceeds autonomously. Sensitive actions, such as a device wipe, endpoint isolation or privileged-access change, are routed to a named approver before execution.
“Routine work can happen on its own. Anything consequential comes back to a person, and if the system is not sure, that comes back to a person too. Autonomy without that control is not something an IT team will ever deploy,” Pavithran said.
Every autonomous or approved action is recorded in the Execution Centre, including what triggered the request, what the agent decided, who approved it and what ran.
MSP teams can browse and export this history to support service reporting, reviews and audits. This makes it possible to demonstrate not only that an issue was resolved but also how it was resolved, what actions were taken and who approved consequential changes.
Initial integrations and availability
At launch, Hexnode Synapse integrates with ServiceNow, Zendesk, Microsoft Entra ID and BambooHR, extending orchestration into surrounding IT, identity, HR and service-management workflows alongside Hexnode UEM, Hexnode XDR and Hexnode IdP.
Hexnode plans to steadily expand the integration catalog and Synapse’s core capabilities in the phases ahead.
