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The AI Ticket Triage for Autotask is an AI-powered ticket tool that classifies incoming Autotask tickets, enabling faster and more accurate categorization, which enhances workflow efficiency and improves ticket handling.
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Automated triage and streamlined workflows
Significantly cut the time spent on manual routing and merging tickets. With the AI Ticket Triage App's smart categorization system, repetitive categorization is minimized, and tickets are accurately routed to the appropriate queues and agents based on expertise. -
Accelerated response times and improved efficiency
AI-generated ticket summaries provide key information at a glance, accelerating response and resolution times and increasing technician efficiency. -
Key insights for strategic decision-making
The triage analytics provide a central view of structured data that drives intelligent reporting and trend analysis, and strategic decision-making, leading to optimized triage operations. -
Spam detection module
Spam and irrelevant tickets, such as auto-replies, empty messages, or unqualified inquiries, are filtered before the triage process, preventing wasted computing resources and skewed triage analytics.
How does the AI Ticket Triage work?
AI Ticket Triage connects to your Autotask to analyze and categorize incoming tickets based on the configurations in the Triage Settings.
- Tickets are classified according to the selected triage fields and are assigned appropriate prioritization based on contextual information.
- Duplicate tickets are detected and merged.
- Classified tickets and the results are routed to dashboards with cost insights to help you manage and optimize support operations.
- Triaged values are sent to the client's PSA (writeback function).
The triage process is near real-time, i.e., under 5 minutes per ticket with > 85% categorization accuracy.
Prerequisites
- Users with the AI Admin and AI Users roles can access the AI ticket Triage dashboards.
- You need the AI Admin role to configure the settings.
How to use the AI Ticket Triage app
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Connect Autotask to MSPbots
You can view Autotask Integration Setup for instructions.
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Configure and register webhooks
You can find the instructions in the article Configuring webhooks in Autotask.
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Activate the AI Triage Real-time bot
- Navigate to Bots in the AI Triage Welcome page and select AI Ticket Triage Real Time - Autotask.
- Go to the Detail tab and select the Trigger toggle switch. The bot is activated when this switch is green.
- Navigate to Bots in the AI Triage Welcome page and select AI Ticket Triage Real Time - Autotask.
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Configure the AI Triage settings
- Click Apps on the MSPbots navigation panel, and select AI Ticket Triage for Autotask.
- Navigate to Settings > Triage Settings.
- Select Triage Routing Configuration to open the section and settings.
- Go to the Source Queue field, select the queue that will be triaged, then select the Destination Queue where the tickets will be routed after triage.
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In the Source Status field, select the ticket status for triage, and in the corresponding Destination Status field, select the ticket status after triage.
You can assign multiple Source Statuses to a single Destination Status by selecting various ticket statuses for triage in the Source Status.
The error "Please select a destination status for each queue" appears if a Destination Status was not selected for one or more queues.
- (Optional) If you need to filter specific tickets from the triage, click Filters > +Condition and add conditions to filter the tickets.
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Then select a Field > Operator > Value for each condition you will create. The available fields are Priority, Account, Source, Contact, and Issue Type.
- Click Next to save your configuration and proceed to Ticket Categorization.
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Select Configure Fields.
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In the Configure Fields window, select the toggle switch for the fields you want AI to use when classifying and organizing the tickets.
Only fields with activated toggle switches will be used for the ticket triage. In the Ticket Triage widget, the subtype will be left blank if the corresponding AI field is not configured or not used for triage.
If the AI field is activated and used for triage, but the original Autotask value is empty, the subtype will display (empty). In this situation, it becomes impossible for the AI to categorize and triage the ticket effectively.
- Next in the Ticket Categorization section, provide the instructions on how AI will triage tickets. You can apply the default or custom instructions.
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Apply the default auto-generated AI instructions
- Click Start Auto Detection to let AI auto-generate the instructions. This button is visible the first time you access and configure the Triage Settings.
Clicking Start Auto Detection will apply the Default Instructions based on the configured fields in the Ticket Routing settings. Do this for every category that you want to use the Default Instructions for.
Once applied, ticket routing and categorization will commence.
- Click Start Auto Detection to let AI auto-generate the instructions. This button is visible the first time you access and configure the Triage Settings.
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Apply custom instructions
- Click Customize and enter custom prompts. For more detailed information, see How to Write Custom Instructions.
- Select the Don't use default instructions for Queue checkbox for each field that will use custom instructions. You can write instructions in plain language as the system understands natural language.
- Repeat the step for every field that will use customized instructions for triage. To provide custom instructions, click the Customize button for each field and enter the necessary details. You can give instructions in plain language, as the system understands natural language.
For best practices in creating prompts, you can read the article AI Ticket Triage: Process, Prompt Syntax, and Credit Usage.
- Click Customize and enter custom prompts. For more detailed information, see How to Write Custom Instructions.
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Apply the default auto-generated AI instructions
- Click Save and Start.
- Review the dashboard and verify the triage results.
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When the results are satisfactory, enable PSA Write-back for Ticket Categorization to enable writing AI Triage results back to Autotask.
To ensure data accuracy, review and monitor the AI categorization results in the Overview dashboard before activating the PSA Writeback function. Keep an eye on the data for a few weeks, and if you are not satisfied with the results, adjust the custom instructions in the settings to enhance accuracy. This monitoring and review phase is crucial to guarantee that only accurate and reliable data is sent back to Autotask. - Click Save and Start.
Missing Field Error
If a field in the Configure Fields window has not been synchronized from Autotask or has no value, a Missing Field error is displayed.
When this happens, click OK, then create the corresponding value in Autotask field, or wait for the integration to complete the synchronization.
You can also regenerate the default instructions by clicking Reset. This action will only regenerate the default instructions and will not affect the custom instructions.
Advanced Features
AI Title Generation
The AI Title Generation feature of the AI Ticket Triage App provides technicians and dispatchers with a comprehensive overview of tickets, enabling them to scan and prioritize tickets faster. Ticket descriptions are condensed into titles with structured formats, such as {{AI Priority}} - {{AI Issue Type}} - {{AI Brief}}.
Users can apply the default or custom template to identify the fields for generating the summaries.
To activate and configure the AI Title Generation:
- On the AI Ticket Triage Welcome Page - Autotask, go to Settings > Triage Settings.
- Scroll down to AI Title Generation and click the toggle switch.
- Select a queue from the Source Queue dropdown list. This is where the tickets are located for AI Title Generation. The default value is the first selection in the Source Queue field under Triage Routing Configuration section.
- Select a Template Type.
- From the Default Template dropdown list, select a template with the fields you want to use in generating the summaries.
- If you want to use custom values for generating the summaries,
- Click the Custom Template option.
- Click the Insert a token icon and select the dynamic tokens corresponding to the fields that will be used to generate the summaries.
- The available token in AI Title Generation for Autotask:
{{Account}}{{AI Queue}}{{AI Issue Type}}{{AI Sub Issue Type}}{{AI Priority}}{{AI Ticket Type}}{{AI Billing Code}}{{AI Brief}}{{Contact}}
- The available token in AI Title Generation for Autotask:
- Click the Custom Template option.
- From the Default Template dropdown list, select a template with the fields you want to use in generating the summaries.
- If you want to set the template for another Source Queue, click
to add more.
- If the AI title generation results are satisfactory, click the PSA Write back for AI Title switch to enable write-back to Autotask.
The PSA Write-back for Ticket Categorization should be enabled before you can activate the PSA Write-back for AI Title Generation function. - Click Save and Start.
- Check and confirm the data in the AI Summarization or AI Title Generation widget on the AI Ticket Triage Overview dashboard.
- Click Save and Start.
Spam Filtering
The Spam Filtering feature identifies spam or irrelevant tickets before triage and routes them to a dashboard for the admin's review. Spam tickets include auto-replies, empty messages, and unqualified inquiries that do not need triage or resolution.
To activate and configure Spam Filtering:
- On the AI Ticket Triage Welcome page, go to Settings > Triage Settings.
- Scroll down to the Spam Filtering section and click the toggle switch.
- Next, type instructions for identifying spam and irrelevant tickets.
- Select a queue from the Source Queue dropdown list. This is where the tickets are located for spam filtering. The default value is the first selection in the Source Queue field under Triage Routing Configuration section.
- Select a queue from the Destination Queue dropdown list. This is where the spam tickets will be moved.
- All tickets are filtered for spam by default. If you wish to send only specific companies to the spam filter, click the Catchall Company dropdown list, then select or type the company for spam filtering. The rest of the submitted tickets will go directly to ticket triage.
- Click Save and Start, then check the results in the dashboard. The spam tickets and corresponding results will be available in the Spam Filtering widget on the AI Ticket Triage Overview dashboard.
The value in the Queue field for spam tickets is the Spam Ticket Destination Queue configured in the settings. This field is empty if the ticket is not spam.
- If the spam filtering results are satisfactory, click the PSA Write-back for Spam switch to enable write-back to Autotask.
The PSA Write-back for Ticket Categorization should be enabled before you can activate the PSA Write-back for Spam function. - Click Save and Start.
Duplicate Detection
Clients occasionally submit multiple tickets for the same issue or related issues, which requires manual identification and grouping of these tickets. To reduce delays in response and triage caused by this process, you can activate the Duplicate Detection setting, which automatically identifies ticket duplicates, assigns the first submitted ticket in the last two hours as the parent ticket, and associates the other tickets as child tickets.
To configure and activate the Duplicate Detection setting:
- On the AI Ticket Triage Welcome page, navigate to Settings > Triage Settings.
- Create the AI Parent Ticket custom field in Autotask and set the Field Type as Text. See Setting Up the AI Parent Ticket Custom Field for the AI Ticket Triage App for instructions.
- Click the Duplicate Detection toggle switch.
When activated, the first ticket submitted within a 24-hour window is designated as the parent ticket, while succeeding duplicate tickets are identified as child tickets. The AI Parent Ticket custom field links parent and child tickets.
- Select a queue from the Source Queue dropdown list. This is where the tickets are located for duplicate detection. The default value is the first selection in the Source Queue field under Triage Routing Configuration section.
- Click Save and Start.
- Check the Duplicate Detection results in the dashboard. If you find it inaccurate, you can remove the value of the child ticket from the AI parent ticket in Autotask.
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If the Duplicate Detection results are acceptable, you can activate the PSA Write-back for Duplication function to start data sync with Autotask.
The error "Missing required custom field in Autotask" appears when Duplicate Detection is activated but the AI Parent Ticket field was not configured in Autotask.
To address the error, set up the AI Parent Ticket custom field before activating Duplicate Detection.
The PSA Write-back for Ticket Categorization should be enabled before you can activate the PSA Write-back for Duplicate Detection function.
In the Duplicate Detection widget, if the duplication write-back is successful, but the write-back of the closed ticket fails, the Processing Status will indicate "Success". The Duplicate entry will be set to No, and Write-back will also be No.
Sending feedback on the triage results
Ticket Categorization Feedback
The AI Ticket Triage App for Autotask has a Feedback feature that lets users share suggestions to improve triage accuracy and enhance the triage process.
To send feedback:
- Go to Dashboards > AI Ticket Triage Overview for Autotask.
- Scroll down to the Ticket Categorization widget.
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In the Feedback column, select the thumbs-up icon to validate the triage output, or select the thumbs-down icon to send comments for improvement.
Clicking the thumbs-down icon will open the Feedback window, where users can provide a Suggested Value or an Additional Comment for each field.
AI Title Generation Feedback
It is also possible to send feedback on the AI Title Generation and share suggestions to improve the accuracy of the ticket titles.
To send feedback:
- Go to Dashboards > AI Ticket Triage Overview for Autotask.
- Scroll down to the AI Title Generation widget.
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In the Feedback column, select the thumbs-up icon to validate the summarization output, or select the thumbs-down icon to send comments for improvement.
Clicking the thumbs-down icon will open the Feedback window, where users can provide a Suggested Value for the title or summary.
Spam Filtering Feedback
It is also possible to send feedback on the Spam Filtering and share suggestions to help MSPbots improve it.
To send feedback:
- Go to Dashboards > AI Ticket Triage Overview for Autotask.
- Scroll down to the Spam Filtering widget.
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In the Feedback column, select the thumbs-up icon to validate the filtering output, or select the thumbs-down icon to send comments for improvement.
Clicking the thumbs-down icon will open the Feedback window, where you can provide a Suggested Value for the Spam Filtering.
Duplicate Detection Feedback
It is also possible to send feedback on the Duplicate Detection and share suggestions to help MSPbots improve it.
To send feedback:
- Go to Dashboards > AI Ticket Triage Overview for Autotask.
- Scroll down to the Duplicate Detection widget.
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In the Feedback column, select the thumbs-up icon to validate the detection output, or select the thumbs-down icon to send comments for improvement.
Clicking the thumbs-down icon will open the Feedback window, where you can provide a Suggested Value for the Duplicate Detection.
Editing your feedback or adding more suggestions
You can edit the suggestions provided with your feedback. Follow these steps:
- Go to the dashboard with the ticket feedback you need to modify.
- Find the ticket with the feedback for editing and click the thumbs-down icon.
- Edit your comments and Save.
AI Ticket Triage App for Autotask dashboards and widgets
AI Ticket Triage Overview For Autotask
To access the A I Ticket Triage Overview dashboard, navigate to Dashboards > AI Ticket Triage Overview For Autotask.
Widgets in the AI Ticket Triage Overview dashboard
| Widget | Description |
| Hours Saved Per Week | Displays the total hours saved per week |
| Cost Saving Per Week | Displays the total costs saved per week |
| ROI Calculator |
Shows how the values in the Hours Saved Per Week and Cost Saving Per Week widgets are calculated This widget gives the option to enter Manual Triage Parameters for calculating the ROI. For information on how the ROI Calculator works, please read AI Ticket Triage App ROI Calculator. |
| Ticket Categorization | Displays a table of all the tickets triaged over the date range selected from the Date field. The data include ticket details like company, ticket ID, triage status and errors, write-back informaitpn, and the activated fields used for the triage. |
| AI Title Generation | Shows the structured summary for each ticket, including prcessing status, ticket ID, and write-back status |
| Spam Filtering | Shows which tickets were identified as spam and displays information like destination queue for spam, processing status, ticket ID, and write-back status for spam. |
| Duplicate Detection | Shows which tickets have been identified as duplicates, inlcuding ticketd ID, processing status, and errors during detection, among others. |
Status Column
The Status column is populated in the following ways:
- In the Ticket Categorization widget, the Status Column takes the Destination Status set in the Ticket Routing Configuration settings.
- In the Spam Filtering widget,
- The Status Column for spam tickets displays the original ticket value in Autotask.
- The Status Column for non-spam tickets is blank.
AI Credit Consumption Report for Autotask
To access the AI Credit Consumption Report dashboard, navigate to Dashboards > AI Credit Consumption Report For Autotask.
Widgets in the AI Credit Consumption Report dashboard
| Widget | Description |
| Monthly AI Credit Forecast |
The forecasted monthly AI credits you need are based on the AI credits consumed over your last five working days (excluding today).
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| Credits Consumption | Your total daily AI credits consumed for the features of Ticket Categorization, AI Title Generation, Spam Filtering, and Duplicate Detection over the past 14 days (excluding today). |
| Ticket Volume - Ticket Categorization | Your daily AI credits consumed for the Ticket Categorization feature over the past 14 days (excluding today). |
| Ticket Volume - AI Title Generation | Your daily AI credits consumed for the AI Title Generation feature over the past 14 days (excluding today). |
| Ticket Volume - Spam Filtering | Your daily AI credits consumed for the Spam Filtering feature over the past 14 days (excluding today). |
| Ticket Volume - Duplicate Detection | Your daily AI credits consumed for the Duplicate Detection feature over the past 14 days (excluding today). |
Common tooltips and pop-up windows
| Prompt | Description |
| Please configure Source Queue in Triage Routing Configuration first. |
When you haven't completed the setup for the Triage Routing Configuration section, you and have turned on the toggle for advanced features, the prompt will appear when you set the source queue. |
| Configuration Mismatch Detected |
When you re-edit the Triage Routing Configuration section and reset the Destination Queue, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. |
| Source Queue Update |
When you re-edit the Triage Routing Configuration section and reset the Source Queue, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. |
| Source and Destination Queues Updated |
When you re-edit the Triage Routing Configuration section and reset both the "Source Queue" and "Destination Queue," and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. |
Video Guides
How to configure the AI Ticket Triage settings for Autotask
How to provide feedback on the AI Ticket Triage results