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Prioritize your ConnectWise PSA tickets instantly with AI

Swiftask analyzes every new ticket in ConnectWise PSA. Your AI agent evaluates urgency and impact to automatically rank your priorities.

Result:

Never miss a critical alert again. Ensure optimal responsiveness for your most demanding SLA contracts.

Manual ticket sorting overwhelms your support teams

MSP teams handle hundreds of disparate tickets daily. Without an intelligent classification tool, technicians waste valuable time manually sorting, risking critical issues slipping through amid minor requests.

Main negative impacts:

  • High risk of SLA non-compliance: Urgent tickets are buried in the noise, leading to missed deadlines and potential penalties.
  • Reduced technical efficiency: Senior technicians spend time on administrative sorting tasks instead of complex problem-solving.
  • Inconsistent qualification: Lack of standardization in priority assessment creates a chaotic and unpredictable queue management process.

Swiftask connects its artificial intelligence directly to your ConnectWise PSA instance. Every ticket is instantly analyzed, qualified, and prioritized based on your business criteria, freeing your teams from administrative burden.

BEFORE / AFTER

What changes with Swiftask

Current management

A new ticket arrives. It stays in 'untriaged' until a human dispatcher reads it. In case of high volume, urgent tickets wait, and technicians process files in order of arrival, regardless of their real criticality.

Management with Swiftask

As soon as the ticket arrives, the AI agent analyzes it. It detects urgency, identifies the client, and the type of problem. The ticket is automatically reassigned, prioritized, and tagged in ConnectWise PSA, ready to be handled by the right technician.

Automate your ticket sorting in 4 steps

STEP 1 : Connect Swiftask to ConnectWise PSA

Activate the connector via secure API access to your ConnectWise PSA instance.

STEP 2 : Define your priority rules

Configure the AI agent's criteria: keywords, VIP clients, incident types, and target response times.

STEP 3 : Let the AI analyze in real-time

The agent examines every new incoming ticket, cross-references data with your database, and adjusts priority.

STEP 4 : Monitor the optimized queue

Check your dashboards to validate the sorting process and adjust rules if necessary.

Key features of the sorting agent

Analysis of ticket content, client history, criticality of impacted assets, and SLA compliance.

  • Target connector: The agent performs the right actions in connectwise psa based on event context.
  • Automated actions: Automatic reassignment, priority field updates, internal comments for technicians, trigger alerts for critical tickets.
  • Native governance: The agent learns from your feedback to continuously improve classification accuracy.

Each action is contextualized and executed automatically at the right time.

Each Swiftask agent uses a dedicated identity (e.g. agent-connectwise-psa@swiftask.ai ). You keep full visibility on every action and every sent message.

Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.

Operational benefits for your MSP

1. Guaranteed SLA compliance

Critical tickets are identified and handled first, minimizing non-compliance risks.

2. Technical productivity gain

Elimination of time spent manually sorting incoming tickets.

3. Support standardization

Uniform prioritization logic, regardless of ticket volume.

4. Better client satisfaction

Increased responsiveness on incidents with a real business impact for your clients.

5. Governance and audit

Full traceability of prioritization decisions made by the AI in ConnectWise PSA.

Data security and privacy

Swiftask applies enterprise-grade security standards for your connectwise psa automations.

  • Restricted API access: Use of minimum permissions required to read and update your tickets.
  • Encrypted communications: All communications between Swiftask and ConnectWise PSA are encrypted.
  • Data governance: Your data stays in your ecosystem; no sensitive data is used to train third-party models.

To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.

RESULTS

Measure the impact on your operations

MetricBeforeAfter
Initial sorting timeSeveral minutes per ticketUnder 5 seconds
SLA complianceVariableOptimized and constant
Initial response timeDelayed by dispatchInstantaneous

Take action with connectwise psa

Never miss a critical alert again. Ensure optimal responsiveness for your most demanding SLA contracts.

Speed up ConnectWise PSA tickets with AI suggested responses

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