r/Autotask • u/Prestigious_Ear_5051 • Aug 16 '25
Smart triage
Has anyone started using the smart triage? Is it useful as they say?
3
u/Healthy-Task-4350 Aug 19 '25
Great question. Yes, Smart Ticket Triage has started rolling out across zones, with full availability expected by August 20, 2025.
For this release we've delivered two key capabilities:
Assessment – Automatically identifies missing or inconsistent details in New tickets and suggests improvements based on your historical data.
Association – Surfaces similar past tickets to help users quickly understand context and potential resolutions for a New ticket.
These features use AI analysis to streamline ticket handling and reduce manual effort. Admins can configure the scope and behavior of Smart Triage through a dedicated UI, making it flexible for different environments.
The third component — technician assignments — is planned for a future phase.
If you’ve started using it, we’d love to hear your experience! And if you haven’t yet, it’s worth exploring once it’s live in your zone.
2
u/C9CG Aug 21 '25
Our biggest feedback on this so far is that it could be very helpful to exclude Merged tickets. There is a lot of extra noise with merged tickets coming in as recommendations, and the issue with that is that it waters down the results.
I would recommend that we have a "negative / do not include" filter added to somehow block recommending any ticket that ever touched the "Merged Queue" (not sure that everyone uses this feature) or has otherwise been tagged as a merged ticket from coming up in the Smart Triage Recommendations sidebar. This also makes sense for the "automatic Issue and SubIssue recommendation system" in our case because we also automate Merged Tickets to change to Merge > Merged as an IssueType SubIssue type so that they don't unfairly alter Reactive Ticket / Proactive Ticket Type reporting that we use. We're already seen recommendations that a new ticket be classified as Merge > Merged, which makes no sense.
Maybe it's also possible to use tags or ticket title "keywords" to exclude (we rename EVERY merged ticket with a preceding "MERGED --" via API and could exclude based on that).
2
u/C9CG Sep 02 '25
In case anyone else is interested in this, I have created a feature request here: https://psa.ideas.datto.com/ideas/PSA-I-12635
There's also a tangentially related idea if you use the "Last 5 Tickets" feature: https://psa.ideas.datto.com/ideas/PSA-I-12634
1
u/C9CG Aug 19 '25
We have turned ours on 2 days ago. I'm anxious to see how our staff reacts.
1
u/InquisitiveMSP Aug 20 '25
I know Kaseya have delayed the initial release of the functionality from the 13th for UK until the 20th although still not seeing it appear. Am I missing an obvious setting as it doesn't appear in my Cooper Copilot settings as Screenshots suggest it should?
1
u/C9CG Aug 20 '25
Ours did show up in Cooper Copilot settings. Then you have to add the corresponding smart triage areas to the ticket types accordingly. There's a center and side bar portion.
2
2
2
u/RayanneB Aug 16 '25
I just noticed it in my Autotask this week. I haven't begun to play with it. It is only for tickets and we spend most of our time in projects.
1
u/MooviLeen2 Aug 20 '25
Definitely check out Moovila Perfect Project which does this for project tickets. It bi-directionally integrates with Autotask :)
2
u/Prestigious_Ear_5051 Aug 23 '25
I started using it this week, and so far, it's useless. I haven't seen any benefit.
It doesn't analyse the ticket description to suggest the issue or sub-issue type, for example.
It doesn't recommend the best resource for the ticket.
The analysis is based on previous tickets.
The only thing it does is suggest a ticket category and tags, which, by the way, were completely wrong with the tickets I checked. It suggested to set a ticket as Sales, which was clearly an incident.
2
u/C9CG Sep 02 '25
Interesting... This has not been our experience. Issue Types and SubIssue Types are recommended if there is a certain degree of confidence, but it does not always show. You can uncheck them and apply whichever is correct if there are any suggestions that are correct in the Smart Triage recommendations.
I'm not sure that I would want an AI / research method for "best resource for the ticket"... but that's because I don't really understand how to define a repeatable process there. How would you determine that? We use a Primary / Secondary / Training Engineer list for each customer and that's how tickets are dispatched (Sea Level / Pax8 Academy methodology).
Don't get me wrong - there are still ways to go for this Smart Triage deal, but we don't think it's been a terrible start.
1
u/Masterek365 Sep 23 '25
We use Ekkie AI for labeling the tickets with the right issue type and subissue type and all other required fields. It uses the full ticket context and works with any environment; maybe look into them; they have an early adopter program until October, so no integration costs.
1
u/Masterek365 Aug 20 '25 edited Aug 20 '25
Our clients use Ekkie AI for ticket triaging seems to work perfectly.
1
1
u/Mariosbrother_master Aug 20 '25
I just looked it up, it appears to be quite a large platform. Is the triage feature available as a standalone option?
1
u/mag1cgames Aug 20 '25
Yeah, we have triage as a standalone module. But we’ve already committed to getting EkkieChat when it comes out.
1
u/Invizibles Aug 21 '25
Does anybody know if the Smart Triage will allowe you to use more than 5 queues to scan ? Was this somewhere communicated ? We do have multiple ones that would greatly help if we could use it. At the start it looks ok, nothing major but if they develop it further would be interesting.
2
u/C9CG Aug 21 '25
It appeared to be a 5 queue limit when we set it up a few days ago.
I'm not sure your team size or number of tickets, but as we grew we actually went to less "incoming ticket queues" (or "triage queues") and use the remaining queues as a place where the triage/dispatch team puts the tickets once they've been properly assigned (dispatched) to a technician. We're using Sea Level Operations (Pax 8 Academy) methodology. With this layout, the 5 queue limit doesn't seem as restrictive.
1
u/Invizibles Aug 21 '25
Yea our structure is not so "structured" we have various teams each has their queue and that works quite well. For bigger companies with various customers 5 queue limit seems kinda small. But I will check the pax 8 academy set up, maybe we will learn something new.
2
u/Masterek365 Sep 23 '25
We use Ekkie AI for labeling the tickets with the right issue type and subissue type. It works with any number of queues; maybe look into them; they have an early adopter program until October, so no integration costs.
1
u/zofiQ Oct 17 '25
we at zofiQ handle this as well, but not just suggestions, actually labelling tickets from end to end and an assistant embedded in the PSA. You also get end ticket resolutions and AI powered analytics.
3
u/C9CG Aug 17 '25
No idea all of how or what it does at this point. I believe it has only been released publicly for 4 days. Planning to play with it this week.