Setup and Configuration
Q: How long will it take me to finish the initial setup?
The initial setup takes 30 minutes to finish. This includes:
- Connecting your Professional Services Automation (PSA) tool
- Granting permissions
- Setting up the basic settings
- Activating the AI triage bot
Q: What are the necessary setup requirements?
You need the following to use the AI Ticket Triage App successfully:
- AI Admin role
- Active MSPbots integration with the ConnectWise or Autotask API
- Permissions for MSPbots in your PSA
- The main settings are configured, including Triage Routing, Ticket Categorization, PSA Write-Back, Spam Filtering, AI Summarization, and Duplicate Detection.
- The AI Ticket Triage Real-Time bot is enabled.
Q: Can on-premise ConnectWise clients use AI triage?
Yes, ConnectWise on-premise clients can utilize the AI Ticket Triage App by connecting to the cloud through an API. Most existing clients retain API access even with an on-premise setup. However, please note that this functionality is only compatible with API-based PSAs, not with on-premise SQL integrations.
Write-back and Processing
Q: Our tickets are being processed, but I don’t see any updates in our PSA. What could be the issue?
You might be experiencing permission errors due to failed write-backs to your PSA. You can check for the following:
- Permissions - Verify if MSPbots has the correct permissions in your PSA system.
- Connection errors - Check the API connection status in the dashboard and ensure it is successful and active.
- PSA Write-back feature - This feature must be enabled to write updates back to your PSA.
We recommend testing the triage and observing results for at least a week before enabling the write-back function.
Q: The AI Ticket Triage Real-time Bot began processing tickets before I was done with the setup, so some fields came out blank. How do I pause or stop it?
The ticket triage results will have blank values if you have activated the Real-time Bot before completing the setup. You can stop the bot, then reactivate it when you are done setting up the configurations. On the AI Ticket Triage Welcome Page, go to Bots > AI Ticket Triage Real Time and click on the Trigger switch.
To prevent blank values in the triage results, complete triage settings configurations first, then activate the bot.
Language and Content Issues
Q: What does “write-back” mean? I expected notes explaining what changes were made.
The PSA write-back function in the Triage Settings automates the process of syncing updated data back into your PSA, ensuring consistency and saving time on manual updates.
For example, after tickets undergo categorization, field updates, duplicate detection, or spam filtering, the resulting updates are automatically pushed to your PSA. Write-back keeps your PSA as the single source of truth, so technicians and managers always see the most up-to-date information without switching platforms.
Q: Is there a difference between AI Title Generation and AI Summarization?
The two AI Ticket Triage features are similar, but they serve different platforms: AI Title Generation is designed for Autotask, while AI Summarization is intended for ConnectWise. Both advanced features utilize AI to create overviews that facilitate quicker ticket dispatch and prioritization. The descriptions are condensed into structured formats, such as "Network Issue - Company ABC - Brief Description."
Advanced Features
Q: How does the Duplicate Detection feature work?
The Duplicate Detection feature in the AI Ticket Triage App follows the process described below:
- Ticket analysis - The app analyzes tickets submitted within a 2-hour frame.
- Grouping - Tickets are sorted by company.
- ConnectWise - Tickets with the same issue are bundled together in a parent ticket, and the duplicate tickets are attached as child tickets, keeping their original IDs. Users have the option to unbundle, in case the AI grouping is incorrect.
- Autotask - Tickets with the same issue are merged under a parent ticket, which is the first ticket submitted within the 2-hour frame. Only parent tickets will be passed on to triage, and child tickets will be closed.
Q: Will I get notifications when tickets are bundled or merged?
There are currently no notifications for bundled or merged tickets, but we are already working on a request to launch this feature. For now, you can check the bundled tickets in your PSA or the AI Ticket Triage dashboard.
Integration with Other Tools
Q: I use Next Ticket. How does it work with the AI Ticket Triage App?
You can configure Next Ticket to work with the AI Ticket Triage by adjusting the Next Ticket settings to match the destination boards and statuses in your triage configuration. Be sure to update the Next Ticket filters to accommodate your new triage workflow.
Pricing and Credits
Q: How do AI Ticket Triage credits work?
The AI Ticket Triage tiers include the following AI credits per month.
Tier |
AI Credits |
Basic |
2,000 |
Starter |
6,000 |
Growth |
12,000 |
Scale |
32,000 |
Each ticket consumes one (1) credit for every feature applied to it. If all four (4) triage features are enabled, each ticket will consume 4 credits.
When activated, Spam Filtering applies credits to all processed tickets, regardless of whether tickets are identified as spam or not in the results.
When activated, Duplicate Detection applies credits to all analyzed tickets, not just duplicates.
Q: Can I buy additional credits?
Yes, you can purchase additional credits once you have consumed your allotted AI credits. Fresh credits can be purchased for the current billing cycle only. For updated pricing, please visit the MSPbots Pricing page.
Q: What’s the difference between monthly and annual pricing?
Annual contracts offer discounts of 10% off for monthly payments, or 15% off for upfront payments. These discounts come with a 120-day money-back guarantee.
Alpha Program and Timeline
Q: Until when will the AI Ticket Triage Alpha Program run?
The Alpha period for the AI Ticket Triage App ended last October 10, 2025. Paywall changes have been implemented after this date, and alpha test participants must switch to a paid subscription to continue using the app and its features.
Q: When will the free trial be available for new clients?
Free trials for the AI Ticket Triage App will be available by mid-October of 2025, after the public launch, and will be accessible from the MSPbots website.
Troubleshooting
Q: The AI triage isn’t working properly. What’s the first thing I should check?
You can do the following checks:
- Ensure the PSA API connection is active.
- Check if MSPbots has enough permissions in your PSA.
- Ensure the AI Ticket Triage Real-time bot is enabled.
- Review your routing and categorization settings.
- Check for any error messages in the dashboard.
- Check if you've reached your token limits.
Q: How can I tell if API issues are affecting my triage?
Actively monitor your dashboard and track success and failed statuses. The app will soon have API status alerts to notify when ConnectWise or Autotask API connections fail. With the alerts, SLA breaches from unnoticed triage downtime will be prevented.
Q: Who can help me with the advanced settings?
Our Asset Team offers specialized support for the AI Ticket Triage advanced configurations. If you need assistance in custom prompt creation, advanced features setup, or technical discussions about ROI and pricing, please contact us, and we'll have one of our team members assist you promptly.