Priority Classifier

The Priority Classifier uses AI to analyze ticket content and automatically assign the appropriate ConnectWise priority level.

What It Does

When a new ticket arrives, this processor analyzes the ticket content, tone, and business impact to determine the appropriate priority level. It assigns a priority from your ConnectWise priority list and updates the ticket.

The classifier is designed to avoid over-prioritization, reserving higher priority levels for genuine emergencies and widespread impact.

Configuration Options

Option	Description
Minimum certainty	How certain the AI must be before changing a ticket's priority. If certainty is too low, the analysis is recorded but the ticket's priority is not changed.
Reclassify on update	Re-evaluate priority when tickets are updated. Reclassification is conservative to avoid unnecessary changes.
Update ConnectWise	Push priority changes back to ConnectWise
Board filter	Limit the processor to specific ConnectWise boards
Locked priorities	Priority names that should never be changed (e.g., "Critical", "Emergency")
Custom instructions	Organization-specific rules for priority assignment (e.g., "Tickets mentioning our ERP system are always High")

When to Use It

Enable this processor when you want consistent, AI-driven priority assignment across your tickets. It is especially useful for organizations with high ticket volume where manual priority triage is a bottleneck.

Details

• Runs on: New tickets (and updated tickets if reclassification is enabled)
• Default State: Disabled
• Prerequisite: ConnectWise integration must be active