What it does
Automations:- Trigger events — react to ticket creation, status changes, replies, and SLA escalations
- Conditions — match on priority, status, category, contact email, company, and more
- Actions — auto-assign, change priority, update status, add internal notes, send notifications
- Rule priority — execute rules in order; stop processing after a match if enabled
- Execution logs — view every time a rule ran, whether it matched, and what it did
- Pending reviews — see unreviewed AI-suggested replies, sorted by confidence
- Condition matching — understand why the AI suggested each action
- Override ratings — mark suggestions as Correct, Wrong, or let the AI learn from overrides
- Execution audit — track what AI suggestions were accepted vs. rejected by your team
How to create an automation rule
Open Automations and click New Rule
In the PSA module sidebar, click Automations, then click New Rule.
Name and describe the rule
Enter a name (e.g. “Auto-assign Critical tickets to Tom”) and optional description.
Add conditions (optional)
Click + Add Condition. For each, choose a field (e.g. Priority), operator (Equals), and value (CRITICAL). All conditions must match for the rule to execute.
Add actions
Click + Add Action. Choose: Assign Ticket, Change Priority, Change Status, Add Internal Note, or Send Notification. Configure the payload (e.g. which technician).
Set priority and options
Lower Priority = executed first. Check Enabled to activate. Check Stop after match to prevent other rules from running if this one matches.
How to test an automation rule
Click the test icon
A dry-run executes the rule against a sample ticket. You’ll see the test ticket evaluated, which conditions matched, what actions would have executed, and a “Would Execute” / “Would NOT execute” summary.
How to review AI suggestions
Open AI Draft Reviews
In the PSA sidebar, click AI Reviews (admin-only entry, near the bottom of the sidebar).
View pending suggestions
The Pending Reviews tab shows tickets with unreviewed AI replies, sorted by confidence (low confidence first).
Open a ticket and review the AI reply
Click a ticket to view the suggested reply, its confidence score, and the trigger.
Accept, edit, or reject the reply
- Accept — send the reply as-is to the customer
- Edit — modify and send your version. The system logs the override.
- Reject — don’t send the reply. The system logs the rejection.
Understanding AI confidence
AI replies include a confidence score (0-100%) representing how sure the model is. Low scores mean the AI was uncertain — review carefully. Low confidence does not always mean wrong; high confidence does not guarantee correct. Always review the actual reply text and the ticket context before sending.AI and ticket priority
The AI auto-analyzer suggests, never sets, ticket priority. The priority chosen at ticket creation — by the customer (portal or Teams bot), by the inbound-email classifier, or by the operator (manual UI) — is the sole source of truth.| Surface | Behavior |
|---|---|
| AI’s per-ticket triage analysis | Stored in aiAnalysis.suggestedPriority, visible in the ticket sidebar with an Apply control |
Automatic write to ticket.priority from the AI analyzer | Never happens. No upgrade, no downgrade — the AI cannot mutate priority on its own |
| Operator-authored automation rule with Change Priority action | Allowed. MSP rules are explicit operator policy and remain authoritative |
| VIP override | Bumps LOW/MEDIUM → HIGH for VIP-tagged contacts (never downgrades) |
| Ticket-spike pattern detection | Bumps LOW/MEDIUM → HIGH when 3+ tickets arrive from the same company within 2 hours (never downgrades) |
| AI escalation step (security or high-frustration concern) | Bumps LOW/MEDIUM → HIGH AND flips status to Escalated with a visible audit reply explaining why. Never downgrades a customer-set CRITICAL or HIGH |
This is a hard guarantee. A customer-submitted CRITICAL ticket will arrive in the PSA at CRITICAL regardless of what the AI’s per-ticket analysis suggests. Notification rules and SLA timers keyed on customer priority always fire correctly.
The Change Priority automation action listed in the rule-builder above is for operator-authored MSP rules. It does not represent AI behavior. Use it freely — your rules are policy you define, not AI judgment.
Frequently asked questions
Can I test a rule without creating it?
Can I test a rule without creating it?
No. Save the rule first, then use the test button. Drafts cannot be tested.
What happens if two rules match the same ticket?
What happens if two rules match the same ticket?
Rules execute in priority order (lower number = first). If a rule has Stop after match enabled, execution stops there. Otherwise all matching rules execute in sequence.
Can I disable a rule without deleting it?
Can I disable a rule without deleting it?
Yes. Click the play/pause icon next to the rule. It’s disabled immediately and won’t execute on new tickets.
Are AI reviews separate from automations?
Are AI reviews separate from automations?
Yes. AI reviews are for manual approval of AI-suggested replies. Automations execute immediately with no manual review. They can work together: an automation might trigger an AI suggestion, which then appears in the review queue.
Does the AI learn from my overrides?
Does the AI learn from my overrides?
Yes. When you mark a suggestion Correct or Wrong, or edit it, that feedback trains the model. Over time, suggestions should improve.