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The Analyze Technician Work action evaluates technician notes against your defined criteria to ensure completeness and adherence to documentation standards, helping maintain quality and improve internal communication.
This action ensures technicians provide all necessary information in ticket notes, such as what they’ve done, next steps, and ETAs. It helps improve ticket update quality, leading to better internal communication and customer satisfaction.
This action is only available as a triggered action in workflows.

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Quick start

1

Create triggered workflow

Set the trigger to “Technician adds note to ticket” for the teams you want to monitor.
2

Define your criteria

Specify what constitutes complete documentation, like: “Technician must include work performed, current status, next steps, and timeline.”
3

Add follow-up actions

Use “Add Ticket Note” to document analysis results and “Notify Internal Team” to alert managers when standards aren’t met.
4

Test and refine

Review Event History to see how the AI interprets your criteria and adjust as needed.

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How it works

When a technician updates a ticket, this action:
  1. Analyzes ticket notes against criteria you define
  2. Determines compliance - whether the technician’s work meets your standards
  3. Provides detailed reasoning - explains what’s missing or confirms completeness
  4. Generates notifications - alerts relevant parties when standards aren’t met
If criteria are met, the action logs success but doesn’t generate MSP notifications. If criteria aren’t met, it creates detailed messages explaining what’s missing.

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Setup

Ticket to analyze: The action works with any ticket from your workflow trigger when a technician adds a note. Criteria (optional): Define the standards or requirements for technician work that the AI will check against. For example: “Technician must detail the problem, steps taken, resolution outcome, and next steps with timeframes.”

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What you get

After running, you’ll have detailed analysis results about whether technician documentation meets your standards, along with specific reasoning about what’s missing or confirmation of completeness. The action also logs what happened in your Event History.

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Common use cases

Verify technicians provide all necessary information when updating tickets. Set criteria like: “Technician must include summary of work performed, current status, next steps, and expected timeline.”
Check that technicians provide required SLA-related details before status changes. Ensure they confirm customer has been provided an ETA and next steps have been communicated.
Use detailed reasoning from analysis results to coach technicians on documentation standards and identify training opportunities.
Ensure technicians provide complete information before tickets are reassigned or escalated to other team members.

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Best practices

Clear, specific criteria lead to consistent results. Instead of vague requirements like “Technician updated the ticket well”, use detailed specifications:
Technician must document:
1. Troubleshooting steps performed
2. Outcome of each step
3. Planned follow-up actions with timeframes
4. Any customer communication sent
Begin with 2-3 basic requirements and test with real tickets. Check Event History to see how the AI interprets your criteria, then refine based on false positives or missed issues.
The detailed reasoning in output messages makes this action valuable for technician coaching and training on documentation standards. Use output messages for coaching sessions.
When criteria are NOT met: Add internal notes, notify managers, prevent status changes. When criteria ARE met: Log success and allow normal workflow progression.
Make this action impactful by pairing with “Add Ticket Note” for internal documentation, “Notify Internal Team” for alerts, and conditional logic to prevent actions when standards aren’t met.
Regularly review your Event History to see how the action performs and understand the AI’s reasoning. This helps you fine-tune your criteria for better accuracy.

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Example workflows

  1. Trigger: Technician adds note to ticket
  2. Analyze Technician Work - Criteria: “Technician must include work performed, current status, next steps, and timeline”
  3. Add Ticket Note - Document analysis results internally
  4. Result: Consistent documentation standards across all technicians
  1. Trigger: Before ticket moved to “Waiting on Customer”
  2. Analyze Technician Work - Criteria: “Technician must confirm customer has been provided ETA and next steps”
  3. Notify Internal Team - Alert manager if criteria not met
  4. Result: Ensures SLA compliance before customer handoff
  1. Trigger: Technician adds note to ticket
  2. Analyze Technician Work - Comprehensive criteria for documentation standards
  3. Add Ticket Note - Save detailed reasoning for coaching
  4. Notify Ticket’s Owner - Send feedback to technician for improvement
  5. Result: Continuous improvement in documentation quality