Get started

These steps take a ConnectWise PSA from Support Advisor switched off to a technician’s first advice on one board. Every step needs the Admin access level: the Ticket Automation pages are for administrators only. Sign in at my.nilear.com and open Ticket Automation.

1. Add your OpenAI key. Open the OpenAI Key page and add your company’s key. Support Advisor runs on it and is billed to your OpenAI account, and the page shows how to create a key that suits it. Without a working key, Support Advisor is paused: it neither indexes tickets nor gives advice.

2. Switch Support Advisor on for your company. Open the Support Advisor page and turn on the switch in Support Advisor for your company, so it reads Support Advisor is on. The change is saved at once.

   

   Switching it on does not make it work anywhere yet: it works only on boards where it is ticked.

3. Switch the board on. Open the Boards page. Find the service board, and turn on its switch. A board that is off gets no AI at all, Support Advisor included.

4. Tick Support Advisor on the board. Click the board’s row to expand it, and tick Support Advisor, the last of its automations. The first time, a panel opens: Set up Support Advisor on your board.

5. Choose the board’s indexing. In the panel, choose how the board’s tickets join Support Advisor’s searchable history:

   • No indexing: Support Advisor answers from web research and your other indexed tickets.
   • Index new tickets from now on: each ticket is indexed as it is worked or resolved.
   • Index past tickets too: as from now on, plus a one-time backfill from the year you choose in Backfill start. The panel shows the backfill’s estimated cost for that year, and the monthly cost.

   Then click Confirm. See Choose a board’s indexing for how to decide.

6. Choose whether it reads automatically (optional). Under the ticked Support Advisor, Read automatically is Never to start with: Support Advisor answers only when a technician asks. Choose New tickets to have advice ready before anyone opens a new ticket. See Read new tickets automatically.

7. Ask about a ticket. In MTX, open a ticket on that board and select the Support Advisor tab. Click Ask Support Advisor. The tab shows Support Advisor is answering… until the advice arrives. See Ask about a ticket.

Indexing takes time to pay off

A board indexed from now on starts with an empty history, so its first answers draw on web research and on any other board you indexed. Choosing past tickets too gives Support Advisor your team’s past fixes from the first day.

What you can do next

• Write instructions that shape Support Advisor’s advice: your tools’ names, your practices, your tone.
• Exclude a company whose tickets Support Advisor should not index or advise on.
• Show technicians the AI column in MTX’s ticket list.