Appearance

Triage Note ​

The Triage Note processor generates an internal triage note for every new ticket. It provides an actionable summary that technicians see immediately when opening a ticket.

What It Does ​

When a new ticket arrives, this processor:

  • Pulls together key insights about the ticket into a single summary.
  • Includes a quick overview of the issue, relevant context, and recommended next steps.
  • Highlights important signals like high frustration, possible duplicates, security concerns, or recurring issues.
  • Links to relevant documentation from your connected documentation platform when available.
  • Includes an estimated resolution time.
  • Posts the note as an internal note on the ConnectWise ticket (not visible to end users).

Suggested Prompts ​

Along with the triage note, Junto generates short suggested prompts that appear as clickable buttons in the interface. These give technicians a quick starting point for engaging with the AI agent on that ticket. Clicking a prompt sends it directly to the agent, replacing the need to type an initial question.

Attention Banners ​

The triage note can include attention banners that highlight tickets needing special attention, such as frustrated users, potential escalations, security concerns, or recurring issues.

Dispatch Recommendations ​

When Dispatch Recommendations is available and enabled in Surface mode, the internal triage note can include recommended technicians for an unassigned ticket. Shadow mode records recommendations for review without including them in PSA notes. Neither mode assigns tickets automatically.

Where It Appears ​

  • Ticket detail view -- The triage note appears as an internal note card on the ticket.
  • Agent context -- The agent is aware of the triage note, so it can jump straight into problem-solving.

When to Use It ​

Enable this processor when you want every ticket to come with an agent-generated summary and recommended next steps. It helps technicians get up to speed on a ticket instantly without reading through raw emails and notes.

Details ​

  • Runs on: New tickets
  • Default State: Disabled
  • Prerequisite: ConnectWise integration must be active