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 runs an AI agent with a restricted toolset against each qualifying ticket. The agent can:

• Read ticket content -- Fetch ticket details, notes, and attachments from ConnectWise.
• Analyze emails -- Check .eml attachments for phishing indicators, SPF/DKIM/DMARC results, and suspicious URLs.
• Search for companies -- Look up companies and contacts in ConnectWise.
• Search the web -- Research unknown domains or senders.
• Take action -- Close noise tickets or reassign legitimate ones.

The agent makes one of three decisions:

Decision	Description
Close	Spam, phishing, or automated alerts. Closed with an internal note explaining why.
Reassign	A legitimate ticket sent to the wrong company. Reassigned to the correct company.
Skip	Not confident enough 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
Auto-close enabled	On	Allow closing noise tickets
Auto-reassign enabled	On	Allow reassigning to other companies
Closed status name	"Closed"	ConnectWise status name used when closing

Details

• Phase: Routing
• Runs on: New signals
• Default State: Disabled
• Prerequisite: ConnectWise integration must be active. Ticket must belong to a configured catchall company.