Automated Ticket Triage
Intelligent ticket categorization
About this feature.
Neo's ticket triage action automatically assigns the appropriate type, subtype, item, priority, and urgency. Neo makes this decision based on how similar tickets have been categorized in the past as well as looking at the current context of the issue. Discover how Neo transforms your triage process with AI ticket management for MSPs, improving response times and consistency across your team. Interested in integrations? See how Neo powers Autotask AI integration for seamless PSA automation. For broader automation context, explore how AI for MSPs is shaping the future of intelligent service delivery.
What is Automated Ticket Triage?
Automated ticket triage is the process of using AI to categorise, prioritise, and route incoming support tickets without manual input. For MSPs, this means tickets are automatically classified based on type, urgency, and context-reducing response times, improving consistency, and freeing technicians to focus on higher-value work.
How to set up through Neo.
Define fields to triage
Using the "Ticket Triage" action, you can define various fields that you would like Neo to triage (i.e type, subtype, priority etc.). Neo can even triage the correct due date on a ticket or triage the correct agreement that should be attached to the ticket.
Configure PSA actions
If you are unsure as to how Neo would behave, you can have Neo just add a ticket note to incoming tickets with an explanantion of how it wants to triage this ticket. Once your happy with how Neo is triaging tickets, you can have it update the actual ticket fields by adding this action in the "Write to PSA" section.
Deploy & Monitor
Once you go-live with this workflow, it is recommended to actively monitor how Neo is making its triage decisions. There may be cases where it gets the categorization wrong.
Improve the accuracy
You may identify some corner/edge cases where Neo has made an incorrect decision. For these cases, you can easily get Neo to correct itself by using the "Train Neo" feature and telling it what it did wrong. Neo will use this feedback to adjust its own instructions to avoid making the same mistake again.
Considerations when setting up.
Initial Accuracy
During the first few weeks, you may need to correct some categorizations using custom instructions.
PSA Configuration
Ensure your PSA system has well-defined ticket types, subtypes, and items. The more structured your ticket system, the better Neo can categorize tickets.
Training Period
Allow 1 week to watch and monitor how Neo is prioritising tickets.
Data Quality
The quality of historical ticket data may affect how Neo makes decisions. To get Neo to ignore previous tickets, write this specifically in the custom instructions.
Frequently asked questions.
How accurate is the automated categorization?+
Can it handle multiple languages?+
What happens if categorization is incorrect?+
How long does it take to set up?+
Which PSA systems are supported?+
Can I customize the categorization logic?+
Will this replace our service desk staff?+
How does Neo handle tickets with minimal information?+
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