Use case · For automation and integration agencies
Every PSA ticket classified, prioritized and routed before a technician reads it
A new ticket triggers the workflow. An agent reads the subject, body and the client's history, classifies type and priority against your SLA matrix, sets the board and queue through the PSA API, and drafts the acknowledgement in the client's language. If the issue matches a known procedure in your documentation, the agent attaches the suggested fix as an internal note. Customer-facing text goes out only after a technician taps Approve in Teams.
- Who it is for
- MSPs and IT service providers running HaloPSA, ConnectWise PSA, Autotask or a shared mailbox as the service desk, with 500 to 5,000 tickets a month and a dispatcher who triages by hand.
- Systems involved
- HaloPSA / ConnectWise PSA / Autotask (HTTP API)Microsoft 365 mailboxAI Workflows agentHudu / IT Glue / SharePoint docsTeams
How the run goes
5 steps · logged per run
- Trigger01
New ticket
PSA webhook or mailbox
- Agent02
Classify and prioritize
Type, priority, board, client SLA
- Agent03
Suggest fix
From your docs; internal note
- Person04
Approve reply
Technician in Teams
- System05
Ticket updated
Fields, note, acknowledgement sent
How it runs, step by step
- 1
The trigger is the PSA's webhook (or a scheduled poll where webhooks aren't available) or the service mailbox. The workflow fetches the ticket, the client record and the last ten tickets from the same contact.
- 2
An agent step classifies: type (incident, request, alert, billing, spam), category, priority from your SLA matrix per client, and the board or team. It explains each choice in one line, which is what the dispatcher reviews on the days they review.
- 3
A second agent step searches your documentation — Hudu, IT Glue, SharePoint — for a matching procedure and writes an internal note: likely cause, steps, links. It never emails the client on its own.
- 4
The workflow updates the ticket through the PSA API and sends a Teams approval card with the drafted acknowledgement. Approved, the reply goes out from the PSA; edited, the edit is logged for prompt tuning.
- 5
A weekly report shows triage accuracy — how often a technician changed the priority or board — per client, which is the number that tells you whether to trust it more.
Limits — what this does not do
- No native PSA pieces yet: HaloPSA, ConnectWise and Autotask are integrated through HTTP steps against their APIs, which is stable but means your engineer sets up the calls once (we provide the templates).
- The agent suggests fixes from your documentation; it does not run them. Remediation is a separate flow with its own approvals.
- Accuracy is reviewed weekly; most MSPs keep the approval step for customer-facing text permanently.
Questions about this process
Not without a technician's approval; the acknowledgement goes out after a tap in Teams. Internal notes and field changes are automatic.
Yes — the SLA matrix and language are per client, and each client can live in its own tenant in the Partner Console.
Those are MSP-specific platforms with deep PSA/RMM integrations; ElectroNeek is broader (documents, bots, legacy systems) with PSA integration through APIs. If all you need is PSA automation, they are worth a look; if your clients also need the bots, this is one platform.
Related use cases
For automation and integration agencies
Microsoft 365 user onboarding and offboarding from a PSA ticket — in minutes, per client
For automation and integration agencies
Backup alert emails turned into one ticket per real failure — and a weekly client report
For automation and integration agencies
The monthly client report written from PSA and RMM data — in your brand, with a narrative
Build this on your systems in a guided sandbox.
Tell us the process; after a 30-minute call the sandbox is ready from 24 hours, and we build the first run with your team.