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This action is deprecated. It still works, but we recommend building an Agent for new automations. An Agent can judge note completeness against your standards and act on the result in one step.
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. Add “Notify Ticket’s Owner (Assigned Technician)” to send the reasoning back to the technician who wrote the note, for coaching.
4

Test and refine

Review Executions 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.”