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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

Every ticket read.
Ready for your dispatcher.

Luke F.

Northwind Dental

00:18
  1. 00:00

    “Email is down for the whole office”

    Northwind Dental, email, 14:07:22

  2. 00:18

    +2 stepsCategorized in 1.4s.

Classification recorded in your ticket

AI ticketing triage reads tickets from every channel your clients use and adds type, subtype, priority, status and client context. It writes those details to your PSA (professional services automation), ready for your dispatcher to make the routing call.

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Average classification time
< 2s
Classification accuracy
94%
Tickets handled at once
∞

Your ticket fields. Filled in for you.

WHAT GETS HANDLED

The request understood.
The context brought together.

Six dimensions bring the request and its context together, so your dispatcher can work from a ticket that's already categorized.

  • Different words, same request

    Trained on 10M+ MSP tickets across service management systems and channels, AI ticketing triage recognizes "my printer is jammed" and "can't print" as the same issue.

    • Recognition of differently worded requests
    • Intent behind your clients' words
    • Training across systems and channels
    Intent, 94% accuracy

  • Priority with client context

    AI ticketing triage scores "Our email is down for the whole office" as P1 and "When you get a chance…" as P4, with contract commitments, business hours and tier weighting.

    • Contract service level agreement weighting
    • Business hours in urgency scoring
    • Client tier in priority decisions
    Priority, context-aware

  • Types and subtypes in your fields

    AI ticketing triage writes Type and Subtype directly to your PSA fields, including Service request, Email outage, or Endpoint, Printer.

    • Types matched to your structure
    • Subtypes matched to each request
    • Values in your existing fields
    Taxonomy-aware

  • Tone alongside the request

    AI ticketing triage surfaces frustration, panic, neutral or friendly tone before your technician opens the ticket, helping avoid "didn't realize they were that mad."

    • Client tone alongside ticket details
    • Early signs of client frustration
    • Priority client tone for review
    Sentiment-aware

  • Your client's working context

    AI ticketing triage brings client tier, service commitments, headcount, contract scope and priority flags from your PSA and customer relationship management system into the ticket.

    • Client tier and team size
    • Contract scope and service commitments
    • Priority flags alongside the classification
    CRM-aware

  • Related requests brought together

    Five tickets in ten minutes saying "email is down" on the same tenant become duplicates of one P1, keeping five tickets under one issue.

    • Related requests from one tenant
    • Duplicate links to one incident
    • Shared context for your dispatcher
    Auto-deduped

HOW IT WORKS

From the first read.
To a ticket ready.

AI ticketing triage follows a five-step process as each ticket arrives, bringing the request and client context together for your dispatcher.

  1. Bring in the ticket

    A ticket arrives through email, Teams, text message, voice, portal or chat and joins the queue for classification.

  2. Read the request

    AI ticketing triage extracts the subject, body, attachments, sender details and channel information, bringing the request together for classification.

  3. Add the classification

    AI ticketing triage scores type, subtype, priority and status, reports confidence levels and flags uncertain classifications for your team to review.

  4. Bring in client context

    AI ticketing triage attaches client tier, contract service commitments, priority flags, recent ticket history and any matching active P1 incidents.

  5. Write to your fields

    AI ticketing triage writes the classification and context to your PSA fields, giving your dispatcher the details to route the ticket.

YOUR TEAM IN CONTROL

The reading handled.
The routing stays yours.

AI ticketing triage handles the reading and classification, so your dispatcher has the request and client context together before deciding where it goes. Your dispatcher keeps control of routing, assignment and escalation, using your on-call rules and your team's judgment.

  • Every incoming ticket read

    AI ticketing triage reads each ticket as it arrives across every inbound channel, taking on the first read for your team.

    • Incoming tickets across client channels
    • First read as tickets arrive
    • Request details for your dispatcher
    Sub-2-second

  • Uncertain requests for review

    When confidence falls below the threshold, AI ticketing triage flags the ticket for your team's review before your dispatcher considers level one support.

    • Confidence levels alongside ticket classifications
    • Uncertain requests flagged for review
    • Routing decisions with your dispatcher
    Honest-by-default

  • Shared issues spotted early

    Five "email is down" tickets in ten minutes are linked to one P1, giving your dispatcher a shared issue to handle instead of five separate timers.

    • Related tickets brought together automatically
    • One incident for shared issues
    • Early patterns for your dispatcher
    Auto-correlated

  • Client needs in view

    AI ticketing triage puts sentiment, client tier and contract commitments beside the classification, so your dispatcher sees "VIP, panicked, P1 contract" before assigning the ticket.

    • Client sentiment beside the classification
    • Contract commitments before ticket assignment
    • Priority client flags in context
    Tier-aware

  • Tuned to your MSP

    AI ticketing triage uses your past ticket outcomes to tune classifications around your type and subtype structure, priorities and status choices.

    • Your existing ticket type structure
    • Your priorities and status choices
    • Tuning from past ticket outcomes
    Per-tenant

  • Each classification on record

    Your team can review the reasons behind a P1 classification or an Endpoint or M365 subtype, while AI ticketing triage learns from your dispatcher's corrections.

    • Recorded reasons for each classification
    • Type and Subtype decisions available for review
    • Learning from your dispatcher's corrections
    Auditable

READY TO PUT TO WORK

Every channel covered.
Every ticket read.

24/7
Continuous ticket classification
Holidays, weekends, 3am, < 2s response
∞
Tickets handled at once
100 tickets in 60s, same response time
6
Channels your clients use
Email, Teams, SMS, Voice, Portal, Chat
94%
Classification accuracy
Measured against dispatcher overrides over 90 days

PROOF FROM DAILY USE

In daily use.
Across service desks.

87%
Faster first ticket read
From dispatcher-eye to classified-and-ready
62%
Fewer incorrectly categorized tickets
Measured against dispatcher overrides
+3.4×
Time to detect P1 incidents
Mass-impact patterns spotted in real time
100%
Tickets read
Including the 3am ones, including the 47 that came in at 9:00
“What we like about AI ticketing triage is that it doesn't pretend to dispatch for us. It does the reading and tagging, the part our team was wasting an hour on every morning, and leaves the routing call where it belongs.”

James Wagner

iTeam, ConnectWise partner

LET'S TALK AUTOMATION

Bring your tickets.
See the work handled.

In a demo, we'll show representative tickets through AI ticketing triage so you can see the classification, context and confidence. We'll show the structured tags written to your PSA fields, ready for your dispatcher.

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