What AI actions can do
Ticket Analysis & Triage- Automatically categorize new tickets and set appropriate priorities
- Analyze customer sentiment to identify frustrated customers
- Suggest the best technician for each ticket based on skills and availability
- Review completed tickets and time entries for completeness
- Ensure technicians follow your documentation standards
- Identify tickets that need escalation or additional attention
- Generate professional acknowledgment messages and status updates
- Create personalized responses based on ticket context
- Translate messages to different languages automatically
- Find duplicate tickets and suggest merges
- Identify recurring issues across your client base
- Locate similar historical tickets for faster resolution
- Execute scripts to fix common problems automatically
- Build comprehensive L1 support that handles routine issues
- Create detailed summaries and reports for stakeholders
How they work
AI actions analyze your existing PSA data to understand patterns and context. They can process ticket descriptions, notes, time entries, and historical data. Most actions provide detailed reasoning for their suggestions.Rolling out any AI action
The same rollout loop applies to every action in this section, so it is written once here:- Start with the defaults. Custom instructions are optional on every action; run without them first so you can see the baseline behavior before you shape it.
- Read the runs, not the config. Each run’s Executions entry shows the actual output and the reasoning behind it. That is where you find out why an action chose what it chose.
- Then add custom instructions, one rule at a time, and re-check a few runs after each change. An instruction fixes the case you wrote it for and can shift others.
- Analysis actions produce content; a follow-up action applies it. An action that builds a message or suggests field values changes nothing by itself — pair it with the action that sends or writes (for example “Notify Ticket’s Contact” or “Update Ticket Fields”). Each action page’s Quick start names its pair.