Ticket Type Classifier

The Ticket Type Classifier uses AI to assign the appropriate ConnectWise ticket type, subtype, and item based on ticket content.

What It Does

The processor automatically assigns the best-matching type, subtype, and item based on ticket content and the active options on your board. It ensures valid type/subtype combinations so classifications sync correctly to ConnectWise.

When enabled, the classification can be written back to the ConnectWise ticket automatically. The processor also supports reclassification when tickets are updated.

When to Use It

This processor is disabled by default and must be explicitly enabled. It is designed for organizations using ConnectWise PSA that want to automate ticket type classification, particularly when boards have many type/subtype options.

Configuration Options

Option	Default	Description
Reclassify on update	Off	Re-evaluate when tickets are updated
Update ConnectWise	On	Write classifications back to ConnectWise
Excluded types	None	Type names the AI should never select
Locked types	None	Types that should never be changed by reclassification

Details

• Runs on: New tickets (and updated tickets if reclassification is enabled)
• Default State: Disabled
• Prerequisite: ConnectWise integration must be active with a valid board selected.