How automated AI ticketing revolutionizes your MSP: 5 benefits

Discover how AI ticketing transforms MSPs by automating tasks, improving accuracy, and scaling operations efficiently. Learn 5 key benefits.

It’s a busy Monday morning, and 30 new tickets come across your helpdesk. Some are critical, demanding immediate attention, while others are routine requests. Your team jumps into action, but even with a dispatcher manually triaging, categorizing, and assigning these tickets; response times stretch to 1-2 hours. Opportunities to improve customer satisfaction slip away. Leadership questions how your MSP will scale effectively. 

Now, imagine a different scenario. A ticket arrives, and automation triggers an AI ticketing workflow that categorizes and prioritizes it in real-time. It even pairs the ticket with potential solutions, empowering your team to focus on what matters most. Technicians resolve issues quickly, reducing ticket volume and ensuring enhanced customer satisfaction.   

This is the promise of AI ticketing—efficiency, cost reduction, and scalability without sacrificing service quality. Let’s explore its benefits and how it can transform your ticketing process.

What Is Automated Ticketing? 

Automated ticketing uses tools like RPA to perform repetitive tasks like triaging, assigning, and resolving tickets. By removing manual steps, it speeds up response times, improves accuracy, and helps MSPs focus on value-driven support processes. 

Common automated tasks include: 

• Ticket classification 
• Priority scoring 
• Routing tickets to the appropriate teams 

What Is AI Ticketing? 

AI ticketing enhances automation with artificial intelligence. Machine learning algorithms analyze customer interactions, predict solutions, and adapt based on evolving data. Features include: 

• Sentiment analysis to gauge ticket urgency. 
• Dynamic categorization for better ticket routing. 
• Insights into customer issues and behavior patterns. 

The result? Improved response times, greater consistency, and enhanced customer satisfaction. 

5 Ways AI ticketing transforms MSP operations 

Rewst offers unmatched flexibility to fit your MSP’s needs. Whether you use our prebuilt Crates as-is, customize them to your needs, or build entirely new automations, the possibilities are endless. The following use cases demonstrate just a few ways Rewst’s AI-powered ticketing transforms operations. 

1. Streamlines ticket categorization 

Categorizing tickets is one of the most tedious and time-consuming processes for MSPs. Charlie Carter of Air IT faced this firsthand when handling their leaver process, which involved a mix of cloud and on-prem environments. The process previously took 30-45 minutes per user and often led to errors due to manual steps.  

To solve this, Charlie built a custom workflow that evaluates incoming requests, categorizes them dynamically, and even adjusts to new service boards without manual intervention. MSPs can deploy a similar process by leveraging Rewst’s prebuilt OpenAI Ticket Categorization Crate.  

How the Crate works: 

• Converts ticket details like titles and descriptions into variables and sends this data to OpenAI. 
• OpenAI predicts the correct ticket category based off the information provided 
• Automatically updates the PSA with the category, improving accuracy and reporting 

Customizing this AI-based Crate allowed Air-IT to handle offboarding tasks more efficiently while ensuring consistent, error-free ticket categorization. 

2. Accelerates ticket resolution  

Customer experience is the cornerstone of any service reputation. Timely responses to user frustrations are critical to setting an MSP apart. Jim Barry, President of Relentless Solutions, recognized this when he noticed high-priority tickets sitting idle in queues because technicians couldn’t consistently pinpoint the most urgent requests. 

Using Rewst’s OpenAI Sentiment Analysis Crate, Jim automated the identification and escalation of negative sentiment tickets. The Crate analyzed ticket notes, flagged frustrations, and automatically adjusted ticket priorities.  

How the Crate works: 

• Analyzes ticket notes to detect positive, neutral, or negative sentiment 
• Flags tickets exceeding a negative threshold for escalation 
• Automatically updates ticket fields like priority and severity 

As a result, Jim’s team cut resolution times by 30%, improved customer satisfaction, and strengthened client trust. Here’s a detailed example of how he did it: 

3. Reduces admin costs by automating routine tasks 

Routine ticketing tasks, like creating and assigning tickets, often consume valuable resources and leave room for human error. Rewst’s automation capabilities, combined with OpenAI’s intelligence, make it possible to eliminate these inefficiencies entirely. 

Kevin Cowgur from ThrottleNet, for example, faced inefficiencies from repetitive manual tasks during LogMeIn Rescue sessions. Leveraging Rewst’s platform, Kevin implemented a custom workflow that automated the entire process. The workflow captured session data directly from LogMeIn, used OpenAI to dynamically categorize tickets based on the details, logging everything accurately in their PSA. This workflow eliminated nearly all manual input, allowing the MSP to reallocate technician hours toward more strategic initiatives.  

The result was a staggering $50,000 annual savings in admin costs and faster, more accurate ticket processing. 

4. Enhances dispatch efficiency 

Routing tickets to the correct boards is one thing—providing technicians with actionable insights is another. One MSP using ConnectWise PSA achieved both by crafting a custom workflow that combined Rewst’s OpenAI Ticket Categorization Crate with the OpenAI Suggest Responses to New Tickets Crate. The Categorization Crate ensured tickets were routed accurately, while the Suggest Responses Crate added valuable context by doing the following: 

How the Crate works: 

• Captures ticket data directly from ConnectWise PSA 
• Uses OpenAI to generate recommended solutions 
• Attaches suggestions to tickets for faster resolution 

Combining accurate ticket routing with automated OpenAI suggestions freed up their dispatcher for more important tasks. It also saved technicians time by providing an intelligent starting point for resolving issues and improving overall response times. 

5. Proactive SLA management and security compliance 

Manually tracking conditional access policy changes is like juggling flaming torches. It’s time-consuming, and one small slip can lead to a disaster. Missed updates can create gaps in security protocols, putting businesses at risk. Falling short on compliance can also impact SLA commitments. Cratemaster Tim Fournet recognized the need to automate these time-consuming processes when he helped build Rewst’s Notify on Conditional Access Policies Crate. This prebuilt automation in Rewst’s marketplace automates Microsoft environment policy monitoring and ticket management. 

How the Crate works: 

• Monitors Microsoft environments for changes to conditional access policies. 
• Generates detailed ticket summaries with OpenAI, including impact and recommendations. 
• Notifies technicians in real-time, ensuring timely action  

This prebuilt automation equips MSPs to proactively address security updates, reducing manual monitoring by 80% and improving SLA adherence for critical tickets. With enhanced visibility and compliance, teams can focus on delivering better client outcomes. 

Why an RPA that integrates with your helpdesk and OpenAI matters

The integration of automated AI ticketing into your automation platform is more than just a productivity boost. It’s a transformation in how your MSP approaches service delivery, scalability, and decision-making. It’s not simply about using AI to handle support tickets but about embedding it into a cohesive system that streamlines workflows, enhances visibility, and aligns with your business goals. 

Bridges technology and strategy 

An automation platform enhanced with AI ticketing ensures that every part of your support process is interconnected. Instead of siloed endeavors or reactive solutions, MSPs can create proactive, end-to-end workflows that leverage real-time data and machine learning insights. The result is a service model that’s agile, predictive, and consistently exceeds client expectations. This approach shifts MSPs from being reactive service providers to strategic partners for their clients. 

Future-proofs operations 

By integrating AI into your automation platform, your MSP can adapt to emerging technologies and evolving client needs. This creates a foundation for continuous innovation, allowing you to scale services confidently without overhauling your existing infrastructure. 

Delivers consistent service quality 

Automation platforms enable standardization across all processes. With AI driving ticket categorization, routing, and resolution, you ensure consistent results no matter the ticket volume or complexity. 

Leverages actionable data 

AI integration doesn’t just help solve problems—it generates insights. When coupled with your automation platform, this data becomes a tool for optimizing workflows, predicting future challenges, and identifying trends to improve customer support processes. 

Supports business growth 

AI ticketing integrated with automation platforms frees up your team to focus on strategic initiatives. This allows MSPs to expand their service offerings, onboard more clients, and increase profitability without sacrificing service quality. 

Empowers your team 

Rather than replacing human agents, an integration with OpenAI amplifies their abilities. Automation handles repetitive tasks while AI surfaces insights that technicians can act on. Better equip technicians to address complex issues and build strong client relationships.  

Revolutionize your ticketing with Rewst 

Automation empowers MSPs to handle tickets more efficiently by streamlining tasks like triaging, categorization, sentiment analysis, and SLA management. Whether you’re using prebuilt Crates or building custom automations that leverage Rewst’s integration with OpenAI, the possibilities for your operations are limitless.  

The use cases above highlight how MSPs save time, reduce costs, and deliver exceptional client service with Rewst’s AI-driven solutions. However, these examples are just the beginning.   

Your MSP can unlock even more opportunities to optimize and scale. Take the first step toward transforming your operations. Request a demo today to see how Rewst can help your MSP achieve new efficiency and service excellence levels.

Joelle Cullimore
Content Marketing Manager

FAQ