AI QA Assistant for MSP Ticket Monitoring
G
Glenn
The system continuously audits the PSA (e.g., ConnectWise, Autotask) in real-time, analyzing ticket metadata, technician activity, scheduling gaps, ticket-handling quality against documented standards or a scoring rubric, and client communication using AI and automation.
Features:
- SLA Violation Detection (Stale Ticket vs. Priority & Status)
Use Case:
Tickets marked as Assigned but inactive beyond SLA response time.
- Scheduling Gap Detection (Missing or Outdated Calendar Entries)
Use Case:
Tickets with no current or future schedule despite being active.
- Passive Client Escalation Detection (Sentiment + Status Monitoring)
Use Case:
Reopened tickets with negative or passive-aggressive client language and no rescheduling.
- Engineer Workload Monitoring (Workload vs. Team Average)
Use Case:
Technician overloaded compared to peers, leading to ticket stagnation.
- Rubric-Based Ticket Scoring
Use Case:
Periodic evaluation of ticket-handling quality against documented standards or a scoring rubric
Please comment for more additional features, use-cases and PSA to support (e.g. ConnectWise, Autotask, Halo)
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