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Catchall Ticket Router
The Catchall Ticket Router uses the AI agent to evaluate tickets that arrive in a "catchall" company inbox. It determines whether each ticket is noise that should be closed or a legitimate request that should be reassigned.
What It Does
Many MSPs use a catchall company in ConnectWise to receive emails that do not match any known client. These inboxes accumulate spam, phishing attempts, automated alerts, and occasionally legitimate support requests.
The processor evaluates each qualifying ticket and makes one of four decisions:
| Decision | Description |
|---|---|
| Close | Spam, phishing, or automated alerts. Closed with an internal note explaining why. |
| Reassign Company | A legitimate ticket sent to the wrong company. Reassigned to the correct company. |
| Reassign Board | The ticket belongs on a different service board (e.g., moving a security incident to the Security board). Board reassignment works independently of company reassignment. |
| Skip | Not enough information to act. Left for manual review. |
Actions are only executed when confidence meets the configured threshold.
When to Use It
This processor is disabled by default. Enable it when your catchall company receives high volumes of unrouted emails and most are noise that can be safely closed.
Configuration Options
| Option | Default | Description |
|---|---|---|
| Catchall companies | None | Select which companies to treat as catchall inboxes (required) |
| Confidence threshold | 95% | Minimum confidence (1-100) for auto-execution |
| Closed status name | "Closed" | ConnectWise status name used when closing |
| Board descriptions | None | Optional descriptions for each service board to help the agent route tickets to the right board |
Details
- Runs on: New signals
- Default State: Disabled
- Prerequisite: ConnectWise integration must be active. Ticket must belong to a configured catchall company.