Feature Requests

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 Scheduling Gap Detection (Missing or Outdated Calendar Entries) Use Case: Tickets with no current or future schedule despite being active.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)

Feature: Analyzes internal notes and time entries written by their engineers or technicians (not just customer-facing comments). Classifies sentiment into ‘Neutral’, ‘Positive’, or ‘Negative’, using a method similar to the customer sentiment analysis already in use. Identifies negative sentiment early in the engineers' notes or time entries, with the aim of: Detecting unhappiness or dissatisfaction among engineers. Providing timely feedback or intervention. Supporting a positive and productive work environment. Includes a notification or alert system when negative sentiment is detected, to act sooner rather than later.

Enhancements: Include internal call notes (e.g., BVoIP/Google transcriptions) in sentiment analysis Prevent duplicate alerts when the same comment is flagged multiple times for a ticket - see screenshot for example

A request that may benefit other MSPs as well would be to add the board name as an item in this widget/dataset so we can filter the sentiment to only certain boards. Additionally, we should allow the bot only send tickets within certain boards to OpenAI for sentiment analysis to avoid wasting OpenAI tokens for analyzing tickets that clients do not need to monitor sentiments. For example, we only communicate with clients on certain boards while others are primarily intended for tracking automated tasks so we would have no need to monitor for sentiment on the automated boards.