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Split Ticket with AI

· MTX · Announcement

New Feature
split ticket with ai

Split Ticket with AI

Introducing AI-Powered Ticket Splitting – when a single ticket contains multiple unrelated requests, let AI automatically break it into separate, focused tickets so each issue gets the attention it deserves:

  • Intelligent Detection: AI analyzes the ticket conversation and identifies distinct requests that should be tracked separately
  • Summary Refinement: When the original summary no longer fits the remaining work, AI suggests an updated summary for the existing ticket
  • Full Review: Preview every new ticket — summary, initial description, and work already performed — before anything is created
  • Inline Editing: Edit any field in the review directly to adjust AI suggestions to your liking
  • Selective Splitting: Ignore individual suggested tickets you don’t want to create
  • Bulk TSI Assignment: Assign Type, SubType, and Item across all new tickets in one click using AI suggestions
  • AI Summary Note: After tickets are created, AI drafts a summary of what was split off and what remains — save it as a note on the original ticket or use it to draft a client email, directly from the success screen

Available from the ticket toolbar. Click the Split button to get started:

Ticket toolbar showing the Split button

Step 1 — Review the AI-Suggested Split

After clicking Split, the AI analyzes the ticket conversation and presents a Split Ticket Review showing the suggested summary for the existing ticket and each new ticket to be created. You can edit any field or ignore tickets you don’t need:

Split Ticket Review modal

Step 2 — Assign Ticket Properties

Walk through each new ticket to assign its properties — board, status, contact, site, and more. Use Suggest TSI (All Tickets) to let AI classify the Type, SubType, and Item for every new ticket simultaneously:

Assign Ticket Properties step modal

Step 3 — Tickets Created & AI Summary Note

Once committed, all new tickets are created in ConnectWise. The success screen lists every ticket created — open any one directly with a click. At the same time, AI drafts an AI Summary Note for the original ticket, capturing what work was moved to new tickets and what remains. Save it as a note on the ticket or use it to draft a client email — without leaving the screen:

Tickets Created success modal with AI Summary Note

Not the same as Unbundle: ConnectWise's Unbundle feature detaches child tickets from a parent. Split Ticket is different — it creates brand-new standalone tickets from the conversation in a single ticket.
Privacy & Security: The AI processes the ticket summary and the full ticket conversation to generate the split. Each request is stateless, and your data is not used to train AI models.

All changes