Work a ticket with an AI client
Your AI client works on the ticket you are working in MTX. You ask in your own words; the client chooses which of Nilear’s tools to call. The prompts below are examples.
Before you start, you need a connected client, MTX under the One Ticket Method, and your personal ConnectWise API keys added in MTX.
1. Start working the ticket in MTX
Section titled “1. Start working the ticket in MTX”Start working it in MTX, so it is your Working on Ticket. A client can also use a ticket you hold in PSR, when you name it. It cannot use any other ticket, even one you can open in ConnectWise. Why
2. Ask the client to read it
Section titled “2. Ask the client to read it”Read my working ticket.
The client calls Get ticket. Without a ticket number it reads your one Working on Ticket: its details, every note oldest first with who wrote it and when, and its list of attachments. If you are working more than one ticket, it asks you which.
Look at the screenshot and the customer’s email on it.
The client calls Get ticket attachment for each one. It can read images and emailed .eml files; other files are
listed by name only.
3. Ask what your team did before
Section titled “3. Ask what your team did before”Have we fixed anything like this before?
The client calls Find similar tickets with the ticket’s number. It returns up to 5 resolved tickets from Support Advisor’s history, or up to 10 if asked, closest first, each with its problem, the steps taken, the root cause and the resolution. You can steer it to one part of the ticket, for example “only the printing problem”. Only companies you can see in ConnectWise are searched (member visibility).
4. Ask for next steps
Section titled “4. Ask for next steps”Suggest next steps, with an email to the customer and the tasks.
The client calls Suggest next steps with its analysis and, if it has them, an email to the customer, an internal note, a resolution and up to 20 tasks. It answers “Posted to the Support Advisor tab on ticket #N.”
5. Use the suggestion in MTX
Section titled “5. Use the suggestion in MTX”The suggestion appears as a card in the ticket’s Support Advisor tab. Nothing has reached the ticket or the customer yet. Use a suggestion
When the client cannot work on the ticket
Section titled “When the client cannot work on the ticket”The client relays Nilear’s reason, such as “Start working a ticket in MTX first.” or “Support Advisor is not switched on for this ticket’s board in NilearX.” Every message, with its fix, is in Messages.
Notes, fields and attachments are written by your customers and colleagues. Nilear tells the client they are data to read, never instructions to follow, and no tool does anything because of what a ticket says.