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Exclude a company

Exclude a company when its tickets should never be indexed or advised on, for example a customer whose contract does not allow AI on their data. You need the Admin access level.

The Excluded companies card, with a search box to add a company and the list of excluded companies.

Add a company

Section titled “Add a company”
  1. In Ticket Automation, open Support Advisor.
  2. In Excluded companies, under Add a company, type at least three characters of the company’s name.
  3. Click the company in the list of matches. It is saved at once.

Remove a company

Section titled “Remove a company”

Click Remove beside the company. A company ConnectWise no longer has is shown as Unknown company and can still be removed.

What excluding does

Section titled “What excluding does”

From the moment you exclude a company:

  • its tickets are not indexed, by backfills or as they are worked;
  • its tickets are not read automatically;
  • a technician who asks about one of its tickets is told the company is excluded, and no advice is given;
  • an AI client cannot read or advise on its tickets;
  • backfill estimates leave its tickets out.

Excluding a company does not remove tickets of it that were indexed before. They stay in the searchable history and can still be cited as evidence on other tickets. Exclude a company before you index the boards its tickets are on if none of its tickets should ever be indexed.