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Support Advisor

Support Advisor gives a technician advice on the ticket in front of them: what is probably wrong, what to try, what to ask the customer, and a draft email to send. It bases that advice on how your own team resolved similar tickets before, and on web research when your history has no answer. Every suggestion shows where it came from, so a technician can tell a fix your team confirmed from one that was only tried.

Where technicians see it

Section titled “Where technicians see it”
  • In MTX, on the ticket’s Support Advisor tab. A technician asks for advice there, follows up in the same conversation, and turns a suggestion into an email, a task or a note with one click.
  • In MTX’s ticket list, the AI column shows whether Support Advisor is reading a ticket and what it found: Ready, Needs info, Partial or No match.
  • In an AI client connected through External AI, which can find similar tickets in Support Advisor’s history and post its own suggestions to the same tab.

Advice stays in Nilear. Nothing reaches the ConnectWise ticket or the customer until a technician acts on it.

How it works, in short

Section titled “How it works, in short”
  1. An administrator switches Support Advisor on for the company, then ticks it on the boards it should work on, in Ticket Automation’s Boards page.
  2. On each of those boards, the administrator chooses whether the board’s tickets are indexed into Support Advisor’s searchable history, from now on or with past tickets too. Indexed tickets are searched, never used to train an AI model.
  3. A technician asks about a ticket, or Support Advisor reads each new ticket by itself if the board is set to read automatically. It searches the history for similar tickets, from the companies that technician can see, and writes its advice.

What it needs

Section titled “What it needs”
  • A ConnectWise PSA.
  • Your company’s own OpenAI key. Support Advisor runs on it and is billed to your OpenAI account. Without a working key it pauses.
  • An administrator to set it up. Asking needs only read-only access.
Get startedFrom switched off to the first advice on one board.
Ask about a ticketHow a technician asks Support Advisor in MTX.
How Support Advisor decidesBoard coverage, indexing, visibility and automatic reads.
Data and securityWhat it reads, what it sends to OpenAI, what it keeps.