AI Ticket Triage App for ConnectWise Manage – MSPbots.ai

Are you using Autotask? If so, please go to AI Ticket Triage App for Autotask.

The AI Ticket Triage for ConnectWise Manage is the AI-powered ticket classification tool that automatically categorizes incoming ConnectWise tickets, facilitating faster and more accurate classification, which leads to streamlined workflows and improved ticket handling efficiency.

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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 out before the triage process to prevent wasting computing resources and skewing triage analytics.

How does the AI Ticket Triage work?

AI Ticket Triage connects to your ConnectWise to analyze and categorize incoming tickets according to 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.
The classified tickets and 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 with the write-back function.

The triage process is accomplished in near real-time (i.e., under 5 minutes) per ticket with >85% categorization accuracy. For more information on the triage process, read AI Ticket Triage: Process, Prompt Syntax, and Credit Usage.

Prerequisites

Users with the AI Admin and AI User roles can access the AI Ticket Triage dashboards.
You need the AI Admin role to configure the settings.

How to set up the AI Ticket Triage app

1. Connect ConnectWise to MSPbots

You can view ConnectWise Manage - API Integration Setup for instructions. Webhooks are automatically set up during the integration authorization.

2. Activate the AI Triage Real-time bot

Navigate to Bots in the AI Ticket Triage Welcome page and select AI Ticket Triage Real-time ConnectWise.
When the AI Ticket Triage Real-time window opens, go to the Detail tab and select the Trigger toggle switch. The bot is activated when this switch is green.

3. Configure the AI Triage settings

Click Apps in the MSPbots navigation panel and select AI Ticket Triage.
When the AI Ticket Triage Welcome page opens, navigate to Settings > Triage Settings.
Open Triage Routing Configuration to open the routing details.
Select the board for triage from the Source Board dropdown field, then select the Destination Board where the tickets will be routed after triage.
In the Source Status field, select the ticket status for triage, and the corresponding Destination Status. You can assign multiple Source Statuses to one Destination Status.

The error "Please select a destination status for each board" appears if a Destination Status was not selected for one or more boards.
(Optional) If you need to filter specific tickets from the triage, you can click the Filters > +Condition to add conditions to filter the tickets.
Then select a Field > Operation > Value for each condition you will create. The available fields are Priority, Company, Contact, and Source.
Click Next to save your configuration and proceed to Ticket Categorization.
Click Configure Fields.
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 PSA 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, set up the instructions on how AI will triage tickets. You can apply the default or custom instructions.
- 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 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.
- Apply custom instructions
  1. Click Customize and enter custom prompts. For more detailed information, see How to Write Custom Instructions.
  2. Select the Don't use default instructions for board checkbox for each field that will use custom instructions. You can write 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.
  3. Repeat the step for every field that will use customized instructions for triage.
Click Save and Start.
Review the dashboard and verify the triage results.
When the results are satisfactory, enable PSA Write-back for Ticket Categorization to enable writing AI Triage results back to ConnectWise.

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 ConnectWise.

Missing Field Error

If a field in the Configure Fields window has not been synchronized from ConnectWise or has no value, a Missing Field error is displayed.

When this happens, click OK, then create the corresponding value in ConnectWise 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 Summarization

The AI Summarization 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 Sub Type}} - {{AI Brief}} - {{Company}}.

Users can apply the default or custom template to identify the fields for generating the summaries.

How to activate the AI Summarization

On the AI Ticket Triage Welcome page, go to Settings > Triage Settings.
Scroll down to the AI Summarization section and click the toggle switch.
Select a board from the Source Board dropdown list. This is where the tickets are located for AI Summary. The default value is the first selection in the Source Board 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,
  1. Click the Custom Template option.
  2. Click the Insert a token icon and select the dynamic tokens corresponding to the fields that will be used to generate the summaries.
    
    The tokens in the AI Summarization for ConnectWise:
    - {{Company}}
    - {{Technician}}
    - {{AI Board}}
    - {{AI Type}}
    - {{AI Sub Type}}
    - {{AI Priority}}
    - {{AI Work Type}}
    - {{AI Brief}}
    - {{Contact}}
  3. If you want to set a template for another Source Board, click to add more.
  4. If the AI summarization results are satisfactory, click the PSA Write back for AI Summary switch to enable write-back to Connectwise Manage.
    
    The PSA Write-back for Ticket Categorization should be enabled before you can activate the PSA Write-back for AI Summarization function.
  5. Click Save and Start.
  6. Check and confirm the data in the AI Summarization widget on the AI Ticket Triage Overview dashboard.

Spam Filtering

The Spam Detection feature for the AI Ticket Triage App filters out irrelevant tickets, including auto-replies, empty messages, and unqualified inquiries that do not need triage or resolution.

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 determining spam and irrelevant tickets.
Select the Source Board where tickets are located for spam filtering. The default value is the first selection in the Source Board field under Triage Routing Configuration section.
Select the Destination Board where spam tickets will be moved, and the Destination Status that will be assigned to the spam tickets.
All tickets are filtered for spam by default. If you wish to send only specific companies to the spam filter, click the Catchall Company field, then select or type the company for spam filtering. The rest of the ticket you don't select will go directly to ticket triage.
Click Save and Start, and verify the data in the dashboard.

The list of spam tickets and corresponding results is in the Spam Filtering widget on the AI Ticket Triage Overview dashboard. Verify if the list is correct.
If the data in the Spam Filtering widget is correct, activate PSA Write back for Spam.

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, requiring manual identification and grouping of these tickets. To minimize possible delays in response and triage caused by this process, you can activate the Duplicate Detection setting, which automatically identifies ticket duplicates, assigns the oldest ticket in the group as the parent ticket, and bundles it with the other tickets, which become child tickets.

To configure and activate the Duplicate Detection setting:
1. On the AI Ticket Triage Welcome page, navigate to Settings > Triage Settings.
2. Click the Duplicate Detection switch to activate it.
  
  When Duplicate Detection is activated for ConnectWise, the oldest ticket submitted within the past twenty-four (24) hours will be designated as the parent ticket. Duplicate tickets are identified as child tickets and bundled with the option to close after bundling.
3. Select a board from the Source Board dropdown list. This is where the tickets are located for duplicate detection. The default value is the first selection in the Source Board field under Triage Routing Configuration section.
4. If you wish to close child tickets automatically, select the Automatically close child tickets when bundling option.
5. Next, select a Child Tickets Closed Status to apply when closing the bundled child tickets.
6. If the data in the Duplicate Detection widget is correct, activate PSA Write back for Duplication.
  
  The PSA Write back for Ticket Categorization should be enabled before you can activate the PSA Write-back for Duplication function.
7. Click Save and Start.
8. Check the Duplicate Detection results in the dashboard. The bundled parent and child tickets resulting from the process will be reflected in the Duplicate Detection widget on the dashboard.
  
  To fine-tune the results, go back to Settings and review or update your configurations until you get favorable results. Click Save and Start.

Sending feedback on the triage results

Ticket Categorization feedback

The AI Ticket Triage App for ConnectWise Manage 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 ConnectWise Manage.
Scroll down to the Triaged Categorization widget.
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 Summarization feedback

It is also possible to send feedback on the AI Summarization and share suggestions to improve the accuracy of the ticket titles.

To send feedback:

Go to Dashboards > AI Ticket Triage Overview for ConnectWise Manage.
Scroll down to the AI Summarization widget.
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 ConnectWise Manage.
Scroll down to the Spam Filtering widget.
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 ConnectWise Manage.
Scroll down to the Duplicate Detection widget.
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 dashboards and widgets

AI Ticket Triage Overview For ConnectWise Manage

To access the AI Ticket Triage Overview dashboard, navigate to Dashboards > AI Ticket Triage Overview for ConnectWise.

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 more information on how the ROI Calculator works, please see 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 Summarization	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 board 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 selected Spam Ticket Destination Status in the Spam Filtering settings.
- The Status Column for non-spam tickets is blank.

AI Credit Consumption Report For ConnectWise Manage

To access the AI Credit Consumption Report dashboard, navigate to Dashboards > AI Credit Consumption Report For ConnectWise Manage.

Widgets in the AI Credit Consumption Report dashboard

Common tooltips and pop-up windows

Video Guides

How to configure the AI Ticket Triage settings for ConnectWise

How to provide feedback on the AI Ticket Triage results

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). You can click the widget to see more details: Total Credits Consumed in the Last 5 Weekdays - The total AI credits you consumed in the last 5 working days (excluding today). e.g., 311. Monthly AI Credit Forecast - The forecasted monthly AI credits you need. e.g., 1368 (calculated as 1368 = 311/5 * 22). Recent 5 Weekdays With Credit Activity - The number of days in the last 5 working days (excluding today) when your AI credits consumed was greater than 0. e.g., 5.
Credits Consumption	Your total daily AI credits consumed for the features of Ticket Categorization, AI Summarization, 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 Summarization	Your daily AI credits consumed for the AI Summarization 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).

Prompt	Description
Configuration Mismatch Detected	When you re-edit the Triage Routing Configuration section and reset the Destination Board, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings.
Source Board Update	When you re-edit the Triage Routing Configuration section and reset the Source Board, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings.
Source and Destination Boards Updated	When you re-edit the Triage Routing Configuration section and reset both the "Source Board" and "Destination Board," and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings.
Please configure Source Board in Triage Routing Configuration first.	When you haven't completed the setup for the Triage Routing Configuration section (Triage Routing Configuration), you and have turned on the toggle for advanced features, the prompt will appear when you set the source board.
Please configure Destination Board in Triage Routing Configuration first.	When you haven't completed the setting for the Triage Routing Configuration section (Triage Routing Configuration), you turn on the toggle for the duplication feature, and check on the "Automatically close child tickets when bundling," the prompt will appear when you set the "child ticket close status" in ConnectWise.