Triage Note

The Triage Note processor generates an AI-powered internal 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 ITGlue when available.
• Posts the note as an internal note on the ConnectWise ticket (not visible to end users).

Suggestion Chips

Along with the triage note, the processor generates 2-3 short suggested prompts -- called "suggestion chips" -- that appear as clickable buttons in the Junto interface. These give technicians a quick starting point for engaging with the AI agent on that ticket, such as:

• "Check the user's device for recent alerts"
• "Look up the company's password policy"
• "Search for similar tickets from this client"

Clicking a chip sends that prompt 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:

• High frustration -- The end user's tone indicates significant frustration.
• Escalation risk -- The ticket may need escalation based on complexity or history.
• Security alert -- The ticket involves a potential security concern.
• Possible duplicate -- A similar ticket may already exist.
• Recurring issue -- This type of issue has been seen before for this client.

Where It Appears

• Ticket detail view -- The triage note appears as an internal note card on the ticket.
• Agent context -- The AI 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 AI-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

• Phase: Enrichment
• Runs on: New signals
• Default State: Disabled
• Prerequisite: ConnectWise integration must be active