Automatic reads

On a board set to read automatically, Support Advisor reads each new ticket, and on request each customer reply, without anyone asking. Its advice is waiting in the ticket’s Support Advisor tab when a technician opens it, and MTX’s AI column shows its verdict in the ticket list.

The order of events for a new ticket

1. The ticket is entered in ConnectWise.
2. If the board runs Ticket Automation, Support Advisor waits for it to finish, so it reads the ticket after its summary, Type, SubType and Item and company have been corrected, or after two and a half minutes at most. The AI column shows Reading soon.
3. Support Advisor reads the ticket as it stands: board, summary, company, Type, SubType and Item, the first three and last three notes, open tasks and screenshots. It also looks for an earlier ticket from the same company, updated in the past 30 days, that this one follows up. The AI column shows Reading.
4. The advice appears in the tab, headed Support Advisor read the ticket, and the AI column shows its verdict.

Each new ticket is read once. A ticket split off by Ticket Automation is read on its own.

Customer replies

On a board set to New tickets and customer replies, a note from the ticket’s contact starts another read, a few seconds after their last note, so several notes in a row are read together. Its answer joins the ticket’s first conversation, headed Support Advisor read the contact’s reply. A reply that needs no new advice is noted in one line, such as “Contact’s reply on date needed no new advice (a thank-you)”, with the reasons a thank-you, the fix worked, out of office, or nothing new. A customer chasing for an update is always read.

Limits that keep costs in check

• A ticket closed before its read, or entered more than 24 hours earlier, is not read.
• Each board can start 200 automatic reads in any hour; more wait their turn, and a read still waiting after 24 hours is dropped.
• An automatic read searches the web at most once per ticket.
• A read that fails is retried several times over about 45 minutes before it is marked failed. A read that fails because the OpenAI key does not work is not retried.

Who sees it

An automatic read is made for nobody in particular. Its advice is shown to everyone who opens the ticket, and it searches every company’s history. It never recommends escalating to engineering; it suggests a manual review instead, and a technician can then ask with their own direction.

Automatic reads are kept, with their answers, for 90 days.