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Reduce manual work with automation rules that react to ticket events. Review AI-generated replies before they’re sent so you stay in control of the customer experience.

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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
AI Reviews:
  • 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

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How to create an automation rule

1

Open Automations and click New Rule

In the PSA module sidebar, click Automations, then click New Rule.
2

Name and describe the rule

Enter a name (e.g. “Auto-assign Critical tickets to Tom”) and optional description.
3

Choose a trigger event

Ticket Created, Status Changed, Reply Added, or SLA Escalation.
4

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.
5

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).
6

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.
7

Save the rule

Click Create Rule.

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How to test an automation rule

1

Open the rule

Find the rule in your Automations list.
2

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.
3

Review and adjust

If the test shows unexpected behavior, edit the conditions or actions and test again.

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How to review AI suggestions

1

Open AI Draft Reviews

In the PSA sidebar, click AI Reviews (admin-only entry, near the bottom of the sidebar).
2

View pending suggestions

The Pending Reviews tab shows tickets with unreviewed AI replies, sorted by confidence (low confidence first).
3

Open a ticket and review the AI reply

Click a ticket to view the suggested reply, its confidence score, and the trigger.
4

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.
5

Provide feedback (optional)

Add a reason for rejection or edit. This feedback trains the AI model over time.

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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.

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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.
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.

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Frequently asked questions

No. Save the rule first, then use the test button. Drafts cannot be tested.
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.
Yes. Click the play/pause icon next to the rule. It’s disabled immediately and won’t execute on new tickets.
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.
Yes. When you mark a suggestion Correct or Wrong, or edit it, that feedback trains the model. Over time, suggestions should improve.