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Ticket Triage

The Ticket Triage action automatically analyzes incoming tickets and fills in important details like priority, type, company, and contact information. It can also move tickets to the right queue or board for faster processing.

Why is it useful?

Automating ticket triage saves time, ensures consistency, and helps tickets get to the right people faster. No more manually sorting through tickets to figure out their priority or which team should handle them.

What It Does​

Analyzes Your Tickets: Reviews the ticket title, description, conversation history, and any related information to understand what's happening.

Fills in Missing Details: Automatically sets important fields like:

  • Priority (how urgent is this?)
  • Type and category (what kind of issue is this?)
  • Company and contact (who is this ticket for?)
  • Due dates and time estimates
  • Custom fields specific to your business

Learns from Your Data: Uses patterns from similar past tickets and your custom instructions to make smart decisions about how to categorize each ticket.

Moves Tickets to the Right Place: Can automatically move tickets to the appropriate board or queue in your PSA system.

How It Works​

Step 1: Ticket Analysis​

The action reads through your ticket details to understand what the issue is about and who it affects.

Step 2: Smart Field Completion​

For each field you want filled in, the action:

  • Looks at what's written in the ticket
  • Compares it to similar tickets you've handled before
  • Follows any specific instructions you've given
  • Picks the best option from your PSA system

Step 3: Special Handling for Important Fields​

Company Selection: Finds the right company by looking for:

  • Company names mentioned in the ticket
  • Email addresses that match known contacts
  • Contact names that belong to specific companies

Priority Setting: Determines how urgent the ticket is based on:

  • How many people are affected
  • How critical the issue is to business operations
  • Your custom priority rules

Contact Assignment: Identifies the right person by:

  • Matching email addresses from the ticket
  • Finding names mentioned in the conversation
  • Using the main contact for a company if no specific person is found

Custom Fields: Fills in your business-specific fields using:

  • Pre-defined lists of options you provide
  • Information from related tickets or companies
  • Custom instructions you give the system

Configuration Options​

Fields to Process​

Choose which ticket fields you want the action to fill in automatically. For each field, you can:

Allow Clearing Fields: Let the action remove a field value if it doesn't seem right Use Custom Instructions: Give specific guidance on how to handle this field Include Company Rules: Use any company-specific instructions you've set up

Field-Specific Settings​

Priority Field:

  • Choose whether to use the built-in priority logic or only your custom rules
  • Built-in logic considers impact (how many people affected) and urgency (how quickly it needs fixing)

Custom Fields:

  • Fixed List: Choose from options you provide
  • Free Text: Let the action write whatever makes sense based on your instructions
  • Copy from Related Records: Use values from other ticket fields or company information

Company Field:

  • Search by company name, contact email, or contact name
  • Automatically use the main contact if no specific person is found

Contact Field:

  • Save the original contact when changing to a new one (Autotask only)
  • Use the main company contact if no specific person can be determined

Board/Queue Movement​

Move After Processing: Automatically move tickets to a different board or queue Target Location: Specify where tickets should go after being processed

What You'll Get​

After the action runs, you'll see:

  • Event History: Detailed log of what was changed and why
  • Internal Notes: Summary of the processing for your team
  • Suggested Updates: List of all the changes ready to be applied to your tickets

Common Use Cases​

New Ticket Cleanup​

When: A new ticket is created What it does: Automatically sets the right priority, type, and category so tickets are properly organized from the start

Fix Catch-All Tickets​

When: Tickets come in assigned to a generic "Unknown" company What it does: Figures out the real company and contact based on email signatures and ticket content

Post-Resolution Categorization​

When: A ticket is marked as resolved What it does: Sets the final service category or billing type based on what work was actually done

Best Practices​

Start Simple: Begin with just a few basic fields like Priority and Type. Add more fields as you get comfortable with how it works.

Write Clear Instructions: The better your custom instructions, the better the results. Be specific about what you want.

Test First: Try the action on a few test tickets before using it on all your incoming tickets.

Review Results: Check the Event History regularly to see how the action is performing and adjust your instructions as needed.

Combine with Updates: This action suggests changes - you'll typically want to add an "Update Ticket Fields" action right after it to actually apply the changes.

Built-in Priority Logic​

The action uses a standard priority system based on urgency and impact:

Urgency Levels:

  • Low: One user or small group affected
  • Medium: Department or large group affected
  • High: Whole company affected

Impact Levels:

  • Low: Minor inconvenience with workarounds available
  • Medium: Business degraded but manageable
  • High: Critical business processes stopped

Priority Matrix:

  • High Impact + High Urgency = Priority 1 (Emergency)
  • High Impact + Medium Urgency = Priority 2 (Quick Response)
  • Medium Impact + Any Urgency = Priority 3 (Normal Response)
  • Low Impact + Any Urgency = Priority 4 (Scheduled)

Special Rules:

  • Questions and requests for quotes typically get Priority 4
  • When in doubt, the system defaults to Priority 3
  • Priority 1 is reserved for true emergencies only