The AI Ticket Triage App significantly cuts the time spent on manual ticket routing and minimizes repetitive ticket categorization. This article explains this process and how AI credits are utilized during the entire process.
How the AI Ticket Triage Runs
The AI Ticket Triage App executes the following steps to triage tickets:
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Filter out spam tickets.
This step analyzes tickets to identify spam. Auto-replies, empty messages, and unqualified inquiries that do not require triage or resolution are classified as spam. Only non-spam tickets will move on to the next step.
When the Spam Detection feature is activated, both the content of the ticket and the sender's information are analyzed for potential spam. ConnectWise tickets that are identified as spam are directed to a designated spam board, assigned a destination status, and will not proceed further in the process. On the other hand, Autotask tickets that are identified as spam are directed to a designated Spam Ticket Destination Queue.
Tickets that cannot be associated with an existing company in Autotask or ConnectWise are assigned to "Catchall Company" and are automatically sent to spam filtering. To save on credits, you can select specific companies for sending to spam filtering.
If the Spam Detection feature is disabled or not configured, this step will be skipped. For instructions on setting up the feature, refer to Configure the spam filter in the article AI Ticket Triage App.
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Categorize incoming tickets
In this step, the MSPbots AI analyzes ticket content for categorization using both default prompts and any custom instructions you have added to the configuration. All enabled fields are processed simultaneously.For instructions on how to configure the fields and instructions for Ticket Categorization, refer to Configure the AI Triage settings in the article AI Ticket Triage App.
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Write-back to PSA
This step updates your PSA with MSPbots AI’s categorization results. When the PSA Write-back for Ticket Categorization feature is enabled, the AI Ticket Triage App will send updates after every successful classification.
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Apply the advanced features configurations.
This step applies the configurations for the activated advanced features, which could be one or all of the following:- AI ticket summary generation - Summaries are generated from the ticket descriptions based on the set ticket triage values in the company's PSA. It could use either the default format or a selected custom format.
- Duplicate ticket detection - Similar tickets are identified within a two-hour window and linked as parent or child tickets. Only parent tickets proceed with the triage process.
After each feature’s analysis is completed, the system automatically performs a PSA write-back if the feature’s write-back option is turned on.
AI Ticket Triage Prompt Syntax
The AI Ticket Triage App uses Default and Custom Prompts to analyze and categorize tickets. Default prompts are auto-generated from PSA data (e.g., boards, types, priorities, etc.), while Custom prompts allow adding specific business logic and exceptions to the triage instructions.
Best Practices for Custom Prompts
- Use clear, specific language.
Example:If the ticket mentions printer issues, set type to Hardware. - Include examples in the prompts.
Example:Password reset requests should go to the Service Desk board with High priority. - Include specific client names or relevant keywords whenever applicable.
- Keep instructions brief but complete, ensuring they contain all necessary details for consistency.
Common Use Cases for Prompts
- Client-specific routing:
Tickets from ABC Company should always go to the VIP board. - Keyword-based categorization:
Any mention of ‘server down’ should be Priority 1. - Time-sensitive issues:
After-hours tickets should route to Emergency board.
How AI Credits Are Used
Your AI Ticket Triage purchase comes with consumable AI credits. A ticket consumes one (1) AI credit for each step in the triage process. If all advanced features are activated, a ticket will consume a total of four (4) AI credits throughout the triage process.
For more information on AI credits and pricing, please read the Pricing and Credits section in the article FAQs on the AI Ticket Triage App.