INSTANT ROUTING

AI ticket triage for MSPs

Your coordinators shouldn’t waste 3+ minutes per ticket categorizing manually. AI Ticket Triage routes every ticket in seconds, protects SLAs, streamlines operations, and cuts costs.
Enterprise security
Built on Microsoft Azure, OpenAI for data protection.
Ready in 30 minutes
Effortless setup with no coding or manual mapping required.
Book a demo
ZERO DELAY

Why choose AI triage over manual triage

See how AI Triage reduces manual effort, improves accuracy, and speeds up ticket routing.

How does MSPbots integrate with my current tools?

Real-time processing
Tickets get triaged the moment they arrive, not hours later. Every incoming ticket is analyzed and routed within seconds of creation. No more morning backlogs. No more SLA breaches because tickets sat unassigned for 4 hours. Your team sees correctly categorized, priority-assigned tickets the instant they hit the queue.

How does MSPbots integrate with my current tools?

Superior accuracy & consistency
The same ticket gets the same category every single time. No more "it depends who's triaging today." AI Triage analyzes ticket content, contact history, and context to deliver consistent categorization that matches your SOPs. Whether it's 8 AM or 8 PM, Tuesday or Friday, urgent or routine, the AI applies the same logic every time.

How does MSPbots integrate with my current tools?

Reduce labor cost
Stop burning coordinator hours on repetitive ticket classification. Your triage coordinators shouldn't be spending hours per month on admin work that AI can handle instantly. Free them from mechanical sorting to focus on complex escalations, client communication, and high-value tasks that actually require human judgement.
BUILT FOR MSPS, BY MSPS.

Key features that set us apart in the market

Built to deliver faster insights, smarter automation, and better control for MSP operations.
Effortless setup
Setup under 30 minutes. AI Triage auto-generates smart default instructions based on your existing PSA setup. No manual mapping. No technical expertise required. Configure routing rules in plain English and start processing tickets the same day.
Intelligent ticket categorization
AI Triage analyzes the full ticket. It sees patterns your coordinators miss and applies your SOPs consistently, even for vague tickets. Custom prompts let you add specific routing logic for unique scenarios.
Duplicate ticket detection
AI automatically detects duplicate tickets within a 2-hour window and bundles them together. The first ticket gets triaged normally; duplicates are linked to the parent ticket. Your team sees one clear ticket instead of three, preventing wasted effort and duplicate billing. Built-in safeguards ensure problem tickets and change requests never get incorrectly merged.
Out-of-the-box spam detection
AI Triage automatically identifies and filters spam. Spam tickets are routed to a separate queue or closed automatically — your choice. Optionally target specific catch-all companies where spam is most common. Clean metrics, focused team, zero manual filtering.
AI-generated ticket summaries
"Clients submit tickets with subjects like 'Issue' or 'Help needed'. My technicians waste the first 5 minutes of every ticket just figuring out what the problem actually is."
‍
AI reads the full ticket content and generates a concise summary in plain language. Technicians see exactly what the issue is, what the client tried, and what they're requesting — without reading through rambling email threads.
Enterprise-grade security
Built on Microsoft Azure OpenAI with enterprise-grade security architecture. All data is transmitted via HTTPS encrypted channels. Zero retention for model training. Your tickets aren’t used to improve anyone else’s AI. Your client data stays protected and confidential.
ZERO DELAY

Calculate your savings

Estimate your potential savings with AI-powered ticket triage.
Calculate manual cost
Service coordinator’s salary
$45,000
/ year
Average triage time
3 mins
/ ticket
Monthly ticket volume
1,500
/ ticket
MSPbots AI trige
Starter Subscription
Monthly ROI
$1,248
Yearly ROI
$14,976
Operational impact details
Labor cost savings
$25.96
/ hour
Expected savings
$1,947
/ month
Total hours reclaimed
75 hours
Total hours reclaimed
Instant
COMPARE

Why we beat the competition

Feature
MSPbots AI Ticket Triage
Human Service Coordinator
Other Ticket Triage Software
Smart BIlling Protection
Hard credit limits, Usage alerts starting at 80%, Auto-stop to prevent surprise charges
-
Risk of surprise high bills from overages or ticket spikes
User-Friendly Design
Natural-language instructions; ideal for non-technical teams
-
Technical configuration required
Setup & Onboarding
No manual mapping, auto-detects PSA config, go live in 30 minutes
Extensive manual mapping, time-consuming onboarding
Extensive manual mapping, time-consuming onboarding
Speed
Instant (seconds)
3–10 minutes per ticket, slower during peak hours
Moderate processing time
Accuracy
Consistent classification and routing
Prone to misroutes, duplicates, inconsistent standards
Depends on rule quality
Scalability
Thousands of tickets simultaneously
Limited by headcount, bottlenecks at high volume
Prone to outdated configuration and logic
Cost Efficiency
Low per-ticket cost, no overhead or turnover, scales affordably
Full-time salaries, training and benefits, high turnover
Higher per-credit or per-ticket pricing, costs rise quickly
Availability
24/7, 365 days, no breaks or downtime
Business hours only, unavailable on breaks
-
Security & Compliance
Microsoft Azure OpenAI, SOC 2 Type II certified
Human error risks
Inconsistent compliance, security depends on vendor

Meet the companies leveling up with MSPbots

“ We estimate a 30–40% time savings for managers, faster ticket handling, and improved team morale because techs spend less time on repetitive tasks.“

Ray Medina
Partner | Service Delivery Director

QuestingHound

“Before MSPbots, our ticket management was overwhelming and inefficient. Alerts piled up and technicians cherry-picked tickets.”


Centric Technology Services LLC

“The real-time processing is a game-changer - we used to lose 5-10 minutes analyzing tickets manually, which is critical when every minute matters for urgent issues.“

Martin Rodrigue
Operations Director

QuestingHound

We're just getting started

We're building an AI workforce for your service desk that visualizes, understands, automates ticket lifecycle from start to finish.
Book a demo

Frequently asked questions

Everything you need to know about AI Triage

How is AI Triage different from rules-based automation?
Unlike static rules, AI Triage uses natural language understanding and context. It can interpret descriptions and evolve based on your feedback, reducing the need for constant manual rule updates.

How accurate is the AI?
AI delivers 80%+ accuracy from day one. Improve performance by adding your own instructions and giving feedback — the AI learns and gets smarter with use.

What if the AI gets it wrong?
You're always in control. Review or correct any AI suggestions before tickets are updated, and feedback helps our system improve accuracy over time.

How are we billed?
Choose a subscription tier based on ticket volume. Each ticket uses one to four credits depending on the number of features you enable, with clear monthly caps, 80% usage alerts, and no surprise charges.

Can I customize how tickets are handled?
Absolutely — set custom instructions in plain English, like "Route all Teams tickets to Collaboration," with no coding needed.

How fast can I get started?
Initial setup takes 30 minutes or less. Most customers are fully up and running within a week.

Is my data secure?
Yes. AI Triage uses enterprise-grade Microsoft Azure OpenAI. Your ticket data is processed securely. Azure OpenAI data policy can be found on their site.