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Overview

The Ticket Triage module in MSP Process leverages AI to automatically categorize, prioritize, and update incoming tickets in your PSA. This overview covers the value it provides, supported PSAs, and how to configure triage rules to save your team valuable time. Supported PSAs Currently, the Ticket Triage module supports Autotask, ConnectWise and HaloPSA. Ensure your PSA is connected before creating triage rules.

Prerequisites

AutoTask PSA: Please ensure that you have enabled the ability to create webhooks for your MSP Process API User. You can toggle this on by following the steps below:
  1. Log in to AutoTask
  2. Navigate to Admin
  3. In Account Settings & Users > Resources/Users (HR) > Security and click Security Levels
  4. Locate and Edit the Security Level assigned to your MSP Process API User (Please note that the License Type needs to be API User for this setting to be available).
  5. Locate the Other dropdown menu and expand it.
  6. Checkmark the box “Can Create Webhooks” and make the Maximum number of Webhooks = 10.
  7. Then Save & Close

Creating the PSA Webhook

  1. Log in to MSP Process (https://app.mspprocess.com) as an Admin-level user
  2. Navigate to Settings > Account Settings > PSA Webhooks
  3. Click Add and select your PSA Integration
  4. Click Confirm
“PSA Webhook” will now be available as a source of data when creating Ticket Triage Rules.

Creating a Ticket Triage Rule

A triage rule tells MSP Process what to look for in new tickets and what actions to take when a ticket matches your criteria. Navigate to AI Service Desk in the left sidebar, expand the Ticketing menu, and select Ticket Triage. Click the Create Ticket Triage button. Enter a descriptive Rule Name for your new triage rule. Select your PSA Integration (e.g., ConnectWise) from the dropdown menu. Click Add Condition to define the trigger criteria for the rule. Set your trigger conditions.
  1. For example, you can set the Board Name to “Alerts”.
Add additional conditions as needed, such as setting the Ticket Status to “New”. This ensures the rule only runs on new tickets on the specified board. Click Add Action to specify what AI should do when a ticket matches the conditions. Common AI-determined actions include changing the ticket title, priority, type, and sub-type.

Custom Triage Instructions

Custom instructions can be provide to tell the AI how to decide while triaging. Recommend to write them in plain language in the prompt field of a triage action, and describe the cue to look for and the outcome you want. For example:
  1. “Send system-wide outages to Problem, single-user issues to Incident, and requested changes to Request.”
  2. “If a caller follows up on an existing ticket, add a note and change the status to Scheduling Required.”
Keep triage limited to your designated triage queue or board so the AI doesn’t reprocess tickets that have already been routed. Detailed ticket descriptions also help the AI classify more accurately. To test, create a ticket in your triage queue and check the ticket note. It shows what changed, or the AI’s confidence level if nothing did. If a ticket is triaged incorrectly, add the missing context to your instruction. You can also contact MSP Process Support to assist. Once your triggers and actions are configured, click Save Configuration at the bottom right. The rule will now run in the background.

Viewing Logs and Analytics

To understand what the Ticket Triage module is doing and the value it provides, you can review its activity in two places.

Ticket Triage Logs

For a granular audit log of all actions taken (both successful and failed), navigate to AI Service Desk > Ticketing > Ticket Triage Logs. Click on the magnifying glass icon in the Actions column to view details about the action that was taken:

Ticket Triage Dashboard

For a high-level overview of the module’s performance, go to the Home page and select the Ticket Triage tab. This dashboard displays metrics such as:
  1. How many tickets were processed over a specific time range.
  2. Which fields were modified.
  3. Estimated time and cost savings.
Note: On average, it takes a human about 5 minutes to triage a ticket, whereas the AI can complete the same task in about 30 seconds. The dashboard metrics are designed to highlight these efficiency gains for your MSP.

Need Help?

Contact MSP Process Support for assistance.