Swiftask analyzes every new ticket in ConnectWise PSA. Your AI agent evaluates urgency and impact to automatically rank your priorities.
Resultat:
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.
Les principaux impacts négatifs :
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.
AVANT / APRÈS
Ce qui change avec 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
ÉTAPE 1 : Connect Swiftask to ConnectWise PSA
Activate the connector via secure API access to your ConnectWise PSA instance.
ÉTAPE 2 : Define your priority rules
Configure the AI agent's criteria: keywords, VIP clients, incident types, and target response times.
ÉTAPE 3 : Let the AI analyze in real-time
The agent examines every new incoming ticket, cross-references data with your database, and adjusts priority.
ÉTAPE 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.
Chaque action est contextualisée et exécutée automatiquement au bon moment.
Chaque agent Swiftask utilise une identité dédiée (ex. agent-connectwise-psa@swiftask.ai ). Vous gardez une visibilité complète sur chaque action et chaque message envoyé.
À retenir : L'agent automatise les décisions répétitives et laisse à vos équipes les actions à forte valeur.
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 applique des standards de sécurité enterprise pour vos automatisations connectwise psa.
Pour aller plus loin sur la conformité, consultez la page gouvernance Swiftask et ses détails d'architecture de sécurité.
RÉSULTATS
Measure the impact on your operations
| Métrique | Avant | Après |
|---|---|---|
| Initial sorting time | Several minutes per ticket | Under 5 seconds |
| SLA compliance | Variable | Optimized and constant |
| Initial response time | Delayed by dispatch | Instantaneous |
Passez à l'action avec connectwise psa
Never miss a critical alert again. Ensure optimal responsiveness for your most demanding SLA contracts.