Skip to main content
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.
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.

​
Quick start

1

Add to new ticket workflow

Add the action to workflows triggered by “New ticket created” to automatically categorize incoming tickets.
2

Choose fields to fill

Select which ticket fields you want automatically completed - priority, type, company, contact, custom fields, etc.
3

Add custom instructions (optional)

Provide specific guidance for how to handle certain fields or situations based on your business needs.
4

Add update action

Follow with “Update Ticket Fields” to actually apply the suggested changes to your tickets.

​
How it works

The action processes tickets through intelligent analysis:
  1. Analyzes ticket content - Reviews title, description, conversation history, and related information
  2. Identifies key details - Extracts company, contact, and issue type information
  3. Applies smart categorization - Uses patterns from past tickets and your custom instructions
  4. Sets appropriate priority - Determines urgency based on impact and affected users
  5. Suggests field updates - Provides recommendations for all configured fields
The action processes fields in smart order, starting with basic information like company and contact, then moving to categorization, and finishing with priority for maximum accuracy.

​
Autotask contract options include exclusions

When triaging the contract field on Autotask, each contract option also tells Neo which work types that contract does not cover, so it can separate covered work from billable work instead of falling back to the company default:
This lets you write instructions like “never pick a contract whose exclusion list contains the ticket’s work type”. Neo reads this from your contracts’ exclusion sets and any per-contract exclusions you have configured in Autotask, and covers both at once. Nothing appears for a contract that has no exclusions configured — including one that points at an exclusion set you have left empty, in which case Autotask itself holds no exclusion data for Neo to use. If a contract’s exclusions are missing from triage, check that its exclusion set actually lists work types in Autotask.

​
Syncro fields you can triage

On Syncro, the Field Name dropdown offers: Neo only picks from the problem types your Syncro account already has. Add one in Syncro and triage can use it straight away — it reads the list from Syncro rather than waiting for a sync.
Syncro itself accepts any text in Problem Type, so it will not reject a value that is not on your list. Neo restricts itself to your list, which is what keeps the field consistent enough to report on.

​
Syncro tags

Syncro has no fixed tag list, so tell Neo what to apply in the field’s custom instructions — the same as tags on Autotask. Triaging a tag adds it. The ticket’s existing tags are left alone, and re-running the workflow will not add a duplicate. Ticking Allow Neo to remove field value lets Neo clear the tags instead, which removes all of them — Syncro’s API has no way to remove just one.
Triage Ticket Type before Custom Field in the same workflow. Neo already orders it that way: the type decides which custom fields a ticket can hold, so settling it first is what makes custom-field triage useful.

​
Syncro custom fields

Custom fields in Syncro belong to a ticket type, so a ticket can only hold the fields its type defines. Enter the field name in the triage settings exactly as it appears in Syncro — capitalisation does not have to match, but the name does. If the name matches no field on that ticket’s type, the workflow stops with an error listing the fields the ticket does have. That is deliberate: Syncro accepts an unrecognised field name without complaint and saves nothing, so a silent success would be worse. Updating one custom field leaves the ticket’s others untouched.

​
Setup

Choose fields to fill: Select which ticket fields you want automatically completed - priority, type, company, contact, custom fields, etc. Custom instructions (optional): Give specific guidance for how to handle certain fields or situations. Company rules (optional): Use different instructions for different clients. Move tickets (optional): Automatically move tickets to the right board or queue after processing.

​
What you get

After running, you’ll see a complete summary of what was changed and why. The action provides suggested updates that you can apply using the “Update Ticket Fields” action.

​
Common use cases

Automatically set the right priority, type, and category when new tickets are created so they’re properly organized from the start.
Figure out the real company and contact for tickets assigned to generic “Unknown” companies based on email signatures and ticket content.
Set the final service category or billing type based on what work was actually done when tickets are marked as resolved.
Use company-specific rules to handle different clients’ unique categorization requirements and business processes.
For the Description field (Autotask), the Summarize description toggle is on by default — Neo rewrites the body into a brief 2-5 sentence summary. Turn it off to use the field for targeted cleanup only: combine it with custom instructions to strip email-security banners, hyperlinks, or signatures while keeping the original wording and length intact. With the toggle off and no custom instructions, Neo leaves the description unchanged.

​
Best practices

Begin with just a few basic fields like Priority and Type. Add more fields as you get comfortable with how it works.
The better your custom instructions, the better the results. Be specific about what you want and include examples for common scenarios.
Try the action on a few test tickets before using it on all your incoming tickets. Review results and adjust settings as needed.
Check the Event History regularly to see how the action is performing and adjust your instructions based on accuracy and effectiveness.
This action suggests changes - you’ll typically want to add an “Update Ticket Fields” action right after it to actually apply the changes.
The action uses a standard priority matrix based on urgency and impact. Priority 1 for emergencies, Priority 2 for quick response, Priority 3 for normal, Priority 4 for scheduled work.

​
Default priority instructions

The following instructions are used by default when determining ticket priority. You can override them in Ticket Triage action settings.

​
Example workflows

  1. Trigger: New ticket created
  2. Ticket Triage - Analyze and categorize all ticket fields
  3. Update Ticket Fields - Apply all suggested changes
  4. Result: Every new ticket is properly categorized and prioritized automatically
  1. Trigger: Ticket created with “Unknown” company
  2. Ticket Triage - Identify real company and contact from ticket content
  3. Update Ticket Fields - Apply company and contact assignments
  4. Result: No more tickets stuck in generic “Unknown” categories
  1. Trigger: New ticket created
  2. Ticket Triage - Set priority based on impact and urgency
  3. Update Ticket Fields - Apply priority and move to appropriate queue
  4. Ticket Dispatch - Assign to technician based on priority level
  5. Result: High-priority tickets get immediate attention from right people

​
Frequently asked questions

For every field it triages, Neo makes one of three decisions, and the triage note on the ticket reports each one:
  • Match found — Neo picked a value and updated the field. The note shows the predicted value and the reasoning.
  • Verified — left unchanged — Neo examined the field and actively confirmed the existing value matches the ticket. Nothing was written, on purpose: the field was already right.
  • No update applied — left unchanged — Neo could not make a decision for this field (for example, no options were available for the ticket’s company), so it left it untouched.
Every outcome is followed by the reasoning behind it, so a field left unchanged tells you why. The most common reason is one of your own custom instructions on that field — if a field consistently comes back unchanged when you expected an update, the reasoning line will name the rule that caused it.A run where many fields come back “verified” is a healthy sign — it means the ticket arrived mostly correct — not a sign that triage stopped working. If a field has no value at all, Neo never reports it as “verified”: it either picks the best matching option or states that none of the available options fit.
This happens specifically in Autotask when Neo changes a ticket’s company during triage. Here’s what’s happening behind the scenes:
  1. The ticket already has a contract attached from the original company
  2. Neo identifies the correct company during triage and attempts to update it
  3. Autotask prevents the company change because the existing contract belongs to the old company, not the new one
  4. Neo removes the old contract to allow the company change to proceed
  5. Neo applies the default contract for the newly assigned company
This is an Autotask system limitation, not a Neo configuration issue. When a ticket has a contract attached, Autotask requires that any company change must use a contract associated with the new company.
To avoid this behavior, you can exclude the Company field from your Ticket Triage action configuration. However, this means tickets with incorrect company assignments won’t be automatically corrected.