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 works in two steps:

1. Step 1: Type and Item -- The LLM selects the best-matching type and item from all active options on the board.
2. Step 2: Subtype -- If a type was selected, the processor fetches only subtypes associated with that type and picks the best match.

This two-step approach prevents invalid type/subtype combinations that would cause ConnectWise API errors.

When update_connectwise is enabled, the processor writes the classification back to the ConnectWise ticket. It also supports reclassification on ticket updates, using a bias-toward-keeping prompt that only recommends a change when new information makes the current classification clearly wrong.

Example Output

{
  "type": "Incident",
  "subtype": "Email",
  "item": "Outlook",
  "confidence": 0.89,
  "applied": true
}

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
Confidence threshold	70%	Minimum confidence for initial classification
Reclassify confidence threshold	85%	Higher threshold for reclassification
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

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