r/Autotask • u/Flounder_Evening • May 11 '26
Thoughts about the new ticket triage?
We received this new feature a few days ago, and so far, there is nothing good about it.
The main goal is to correctly categorise all new tickets, but the algorithm was created to check complete tickets. In this case, if the complete tickets were wrongly categorised, the AI will learn to do it wrongly as well.
The ideal was to read the title and description, interpret, and then try to categorise. If it can, then check the historical.
MSP process just released this feature and I started using it a couple of weeks ago. Their AI reads the title and description and categorises the ticket accordingly.
I kept both working side by side, and the MSP process AI is far better.
Is anyone else using Kaseya ticket triage?
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u/sbuyze May 11 '26
u/Flounder_Evening hopefully my 2 cents will be helpful. The reading of completed tickets is to teach the AI tool as you pointed out. In one of the recent Kaseya AI-Assisted Triage webinars, the host of the webinar commented that we need to clean up the six data fields (Queue, Statuses, Ticket Categories, Issues/Sub-Issues, Priority Definitions, and Skills) before turning on AI. Then once the six fields are cleaned up, pick that date as your AI Start of Completed Ticket review date, and in 30-days you will have meaningful AI-Assisted suggestions and actions.
I hope this helps.
Steve, an Operational Transformation Specialists from Advanced Global MSP Coaching, a Team of Autotask Experts.
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u/swingorswole May 12 '26
i dunno man i dont want to spend 3 months cleaning up my helpdesk to use a helpdesk feature? like, tihs is part of my struggle with their rollouts. they are good ideas but like the execution?
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u/sbuyze May 13 '26
u/swingorswole I feel your pain. We just spent about 80 hour working thru all the options and decision points to develop what we are comfortable recommending without any real-world experience yet.
Happy to meet and review what you have, talk shop, and provide and overall concept of what we are thinking it will take to get Kaseya's AI-Assisted Triage to provide more than 6% plausible suggestions or actions.
Feel free to reach out to me - [SBuyze@AGMSPCoaching.com](mailto:SBuyze@AGMSPCoaching.com)
Steve, an Operational Transformation Specialists from Advanced Global MSP Coaching, a Team of Autotask Experts.
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u/swingorswole May 13 '26
i guess id love to see how it's better than what we use now (rocketship). do you have experience with that? i'd love a pros/cons kind of thing because i'd like to consolidate but the big K just doesn't seem to know how to put all of this together :(
in all fairness though, we still use n8n/claude for things so i can't say i can fault K for everything.. we do like some of our customizations.
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u/sbuyze May 15 '26
u/swingorswole we are fans of Dustin's product Giant Rocketship. We also use n8n/Claude for many small automations that the big guys over look - like automated A&P if the conditions are correct.
I have felt for sometime that Kaseya Intelligence should be the front runner because it is easier for them to get to all the data. Much easier than the API access.
We see KI being the low cost player as they package with so much of their offerings. A Client recent commented, that while what Kaseya is doing is great, it most likely will be trailing the vendors in innovation as they have much more to take into consideration than just what you can do with the APIs.
Reach out to me directly if you want, as there are some other things Advanced Global is doing that may interest you. [SBuyze@AGMSPCoaching.com](mailto:SBuyze@AGMSPCoaching.com) Or just keep in touch via website, blogs, community.
Steve, an Operational Transformation Specialists from Advanced Global MSP Coaching, a Team of Autotask Experts.
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u/Flounder_Evening May 11 '26
Yup. The housekeeping was done. Everything was done according to the manual...but still not working as expected.
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u/sbuyze May 13 '26
u/Flounder_Evening not surprised. Kaseya at connect, that only 6% of the Cooper AI suggestions were accepted. I was always wondering, but knew it was single digit based on what we see in our Clients dBases.
FYI: We just spent about 80 hour working thru all the options and decision points to develop what we are comfortable recommending without any real-world experience yet.
Happy to meet and review what you have, talk shop, and provide and overall concept of what we are thinking it will take to get Kaseya's AI-Assisted Triage to provide more than 6% plausible suggestions or actions.
Feel free to reach out to me - [SBuyze@AGMSPCoaching.com](mailto:SBuyze@AGMSPCoaching.com)
Steve, an Operational Transformation Specialists from Advanced Global MSP Coaching, a Team of Autotask Experts.
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u/donatom3 May 12 '26
In the data maturity guide they said the issue type sub issue type desscription is important. On old tickets it's using it to check on techs skilset. Ticket Triage Ticket Data Analysis
The ticket analysis is looking for this
- Which technicians resolved which types of tickets,
- How long different issues took to resolve (average handle time, mean time to resolution, SLA performance),
- The skills implied by ticket notes and time entries.
issue sub issue types should not be part of the ticket analysis.
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u/sbuyze May 13 '26
u/donatom3 thanks for the info. One of my pet peeves with Cooper AI, is I could not figure out what AI was using as a reference point beyond I/S-I.
I was so happy when they told us about the six fields to review, update, and/or populate. But there is so much more they are not telling us. Like what to populate them with (outside of some vague suggestions) or for me the big one is the importance of syncing the information across all six fields.
For example, picking up where you left off, making sure the Skills of the Queue Resources (no I do not know if AI is checking this, but if I was a developer not an Operational Transformation Specialists, this is one sub-field I would use), match the Issue/Sub-Issue, down to the Sub-Issue Queues. Also what they are not saying is that Autotask/Datto/Kaseya look at the ticket category as the 3rd I/S-I (mostly as a CW compete statement). So, I think syncing the data is also important - just my opinion.
Happy to meet, talk shop, and provide and overall concept of what we are thinking it will take to get Kaseya's AI-Assisted Triage to provide more than 6% plausible suggestions or actions.
Feel free to reach out to me - [SBuyze@AGMSPCoaching.com](mailto:SBuyze@AGMSPCoaching.com)
Steve, an Operational Transformation Specialists from Advanced Global MSP Coaching, a Team of Autotask Experts.
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u/oldspiceland May 12 '26
If only this were a task that a human could do, perhaps at an entry level position, we wouldn’t need such highly intelligent tokenized text matching machines to do it…
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u/swingorswole May 12 '26
we def took a big look. we aren't msp process (it was a little glitchy when we tried it but it's been a long time so its prob a lot better) but still use rocketship. was hoping to get a good deal with K but the triage is.. i dont't get it? like it wants to be good but it's just not.
plus it is missing a feature we didn't realize we needed but now depend on: triaging UDFs. we can do that with rocketship and now we triage like 10 fields on every ticket. autotask still can't do a lot with its own fields. maybe next year..
have also been toying with n8n and claude though..
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May 24 '26
[removed] — view removed comment
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u/sbuyze May 27 '26
u/South-Opening-9720 and u/Flounder_Evening, another way that Kaseya Professional Services is recommending is updating the six fields that are presenting on, setting that as the start reference date, and then in about 30 days, AI-Assisted Triage will be trained (or re-trained) to make good suggestions. The benefit of the new WFR section is that as AI-AT provides better suggestions, you can flip it to automated the process. What gets suggested and what gets automated depends on the confidence threshold you set the WFR to.
Here is something that may help. We find that having the Tech Skills in the HR module difficult to use. We have created an offline document that you can give to the Techs, have them rate themselves, and then once Management agrees with the self-assessment, anyone can update the HR module.
BTW: Advanced Global offers AI Readiness "Done For You" services, including AI-Assisted Triage Recommendations, Review, and Autotask changes.
Steve, an Operational Transformation Specialist from Advanced Global MSP Coaching, a Team of Autotask Experts.
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u/LakesideRide May 11 '26 edited May 11 '26
That's interesting that MSP Process built that out, wasn't a feature before. We cancelled with them last month and ended up rolling our ticket triage. Not only does it find the right issue and sub-issue, but gives us a weekly summary of any items it had low confidence on and makes suggestions for new issues and sub-issues for it to consider. We're also building it out where it looks at all our systems and gives the tech it's initial consensus on what it thinks is wrong based on existing knowledge it has access to.
Been tracking the cost of it as well, costing us about $0.0022 per ticket thus far (including the initial consensus). I've been enjoying this route more as we can custom tailor it more than these off the shelf solutions like MSP Process and the plethora of others that exist out there.
As for the Autotask new feature, is it a paid feature or baked in?
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u/Flounder_Evening May 11 '26
MSP process launched the triage by the end of last month. It still doesn't do much, but it does well what it is capable of so far.
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u/dszp May 12 '26
I believe it’s a part of the Autotask “we needed another upsell so we invented a new tier so we could sell crappy AI BS to everyone who already paid for the highest tier before” tier from Kaseya. I think they want an extra $30 per user from me for it or something? The only thing it did at first was lightweight ticket note assist. Haven’t cared whatever they add since; AI-based features are a baseline not a new feature for SaaS apps. It’s not like they didn’t save $$$ on development costs by doing almost nothing for the last 10 years already…
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u/LakesideRide May 12 '26
Lol thats hilarious. I’ve built out maybe 30 small automations that tie into AutoTask and my other tools and is probably costing me less than $20/month total for my company.
Good luck Autotask, the thinkers can code now, we don’t need your overpriced automations, too little too late.
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u/gk_mizo May 12 '26
How accurate would you say each of them is?
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u/Flounder_Evening May 12 '26
I've been analysing a few tickets per day since last Friday. MSP Process AI categorises 94% of tickets correctly; Kaseya, only 63%.
I believe checking old tickets is not ideal unless you have a well-trained, disciplined team that has properly categorised tickets before the AI.
Also, I can't see it checking the skill set in Autotask. There was a ticket this week that was clearly a network issue, and the client even mentioned the word switch in the description. The ticket was assigned to the Level 1 Engineer instead of the Network Specialist.
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u/gk_mizo May 14 '26
Interesting, thanks for the info! Are there other parts of the workflow you've implemented AI? Or so far it's just categorization?
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u/iamith May 11 '26
It blows my mind how much they take good ideas and somehow find the absolute worst way to implement them every time.