Automated Ticket QA

AI-powered quality assessment for service tickets

01Overview

About this feature.

Neo's Ticket QA feature automates the quality review process for completed tickets, analyzing them against predefined standards and best practices to ensure consistency and excellence in service delivery. By examining ticket content, communication style, resolution steps, and documentation quality, Neo can identify areas of excellence and opportunities for improvement in how your team manages support interactions. This objective evaluation helps maintain high service standards, provides coaching opportunities for technicians, and identifies patterns that can inform process improvements across your service desk. Neo brings consistency to quality checks with AI ticket management for MSPs, helping MSPs maintain standards across every ticket. Need smarter workflows in Autotask? Explore Autotask AI integration to automate more of your QA process.

02Setup

How to set up through Neo.

STEP 1

Configure Evaluation Criteria

Customize your ticket quality assessment instructions to match your service standards. Define scoring scales (0-10, 1-5, etc.), evaluation criteria (resolution timeliness, communication quality, etc.), and specific scoring rules that align with your organization's unique service delivery requirements.

STEP 2

Select Ticket Sources

Choose which tickets should be evaluated by configuring workflow triggers, such as analyzing tickets when they're closed or when specific status changes occur. You can target tickets in particular queues, boards, or with certain characteristics to focus your quality assessment efforts.

STEP 3

Set Up Score Storage Options

Configure how scores should be recorded by enabling the option to store QA results in your PSA system. Define a custom field name for the score value, allowing you to track quality metrics over time and create reports on technician performance and service quality trends.

STEP 4

Implement Feedback Loop

Establish processes for reviewing QA results and sharing feedback with technicians. Set up notifications for scores below certain thresholds to prompt immediate review, and integrate QA scores into your regular performance reviews to drive continuous service improvement.

03Considerations

Considerations when setting up.

Scoring Context

The QA system evaluates based on information visible in the ticket; ensure technicians document their work thoroughly for accurate scoring.

Custom Instructions

Invest time in crafting detailed scoring criteria that reflect your service standards to get the most meaningful results.

External Factors

Consider enabling the option to exclude delays caused by clients or vendors from negatively impacting scores for fair technician evaluation.

Note Visibility

QA scores and reasoning are added as internal notes by default; consider who needs visibility to these notes in your PSA system.

FAQ

Frequently asked questions.

How does Neo Agent score ticket quality?+

Neo Agent analyzes tickets based on your customized scoring criteria, evaluating factors like resolution timeliness, communication quality, and solution effectiveness. The system starts with a baseline score and applies adjustments based on the criteria you define.

Can I customize the scoring criteria?+

Yes, you can fully customize the scoring instructions to match your organization's service standards. Default instructions are provided, but you can modify the scoring scale, evaluation criteria, and specific rules to align with your unique requirements.

Does the system consider delays caused by clients?+

By default, the scoring system is configured to not penalize technicians for delays explicitly caused by clients or their vendors. You can customize this behavior in your scoring instructions.

Where are the QA scores stored?+

QA scores and detailed reasoning are attached to tickets as internal notes. Additionally, you can enable an option to store the numeric score in a custom field in your PSA system for reporting and tracking purposes.

Can I evaluate Neo Agent's own work using this feature?+

Yes, there's a specific option to include Neo's internal notes in the evaluation, allowing you to assess whether technicians follow Neo's recommendations and to quality-check Neo's own work.

How can I use the QA scores to improve our service?+

You can create reports based on QA scores stored in custom fields, identify patterns in lower-scoring tickets, and provide targeted coaching to technicians. Many MSPs use these scores in regular performance reviews and team training sessions.

Can I evaluate tickets for specific clients or service types only?+

Yes, by configuring your workflow triggers appropriately, you can target QA evaluations to specific boards, queues, clients, or other ticket criteria that match your quality control priorities.

Is the QA evaluation visible to clients?+

No, the QA evaluation is added as an internal note only visible to your staff. Your clients will never see the scores or evaluation reasoning unless you explicitly share them.

Ready to run Automated Ticket QA?

14-day free trial. No credit card. Live in two hours.

Book a demo Start free trial