Create and triage a ticket

Select Triage in the main navigation, or Triage New Ticket on Dashboard. The Create Ticket page shows three numbered steps. Ticket creation and assignment both take place in the final step.

Step 1: enter ticket information

1. In Select Customer, search for and select the customer.
2. In Select Contact, search for and select the contact for that customer.
3. In Describe the Issue, enter at least 10 characters. Include the issue details, error messages, affected systems, and when the issue started.
4. Select Internal Ticket if applicable. When selected, the page identifies the signed-in submitter and explains that the client may not need direct contact. Customer and contact selections are still required to continue.
5. Review the relevant knowledge context shown beneath the issue description, when available.
6. Select Analyze with AI.

If a customer or contact list fails to load, use its Retry control. Analysis is unavailable until the required selections and description are present.

Step 2: review the analysis

The analysis displays a suggested Ticket Title, Summary, Type, Subtype, Item, and Priority, with priority confidence. A Summary explanation and routing result appear when available.

1. Read the classification and explanation.
2. Use Edit beside Ticket Title or Summary to revise that text, then select Done. For an internal ticket, Summary shows the original issue description and its edit control is hidden.
3. Review the routing result and any review flag. If the result needs review, pay attention to the destination shown for ticket creation rather than assuming the recommended destination will be used.
4. Answer any Follow-up Questions displayed.
5. Select Regenerate to analyze again with the additional answers, or select Continue to Confirmation to proceed with the displayed result.

Type, Subtype, Item, and Priority are shown for review on this step. The edit controls apply to the title and summary. Use Previous if you need to revisit the ticket information before creating the ticket.

Step 3: review and create

1. In Review & Create Ticket, check the title, summary, classification, priority, and displayed destination.
2. If a Potentially related ticket notice appears, review its ticket, confidence, and explanation. For supported ConnectWise tickets, you can select the option to bundle the new ticket under that ticket after it is created. This creates the ticket normally, then adds it to that ticket’s bundle. Bundling is reversible.
3. Select Create ticket and choose assignee.
4. Wait for the created-ticket details and technician roster. At this point the ticket has been created; assignment is the next action.

Choose an assignee after creation

1. Select the scheduled duration using the displayed choices. Review the ticket budget when shown.
2. Review the suggested technician, the explanation for the suggestion, and the available time.
3. To choose an alternative, select a technician from Technician roster. Cards show the technician’s skills and calendar load for the next eight hours when available. Selecting a technician checks their next availability.
4. Review the Selected technician and time, then select Confirm assignment.
5. On the success screen, open the ticket link, select View Queue, or select Create Another.

Use the roster’s Refresh control to reload it. If there are no dispatchable technicians, the page directs you to the dispatchable settings in PSA Members. Confirmation requires an available selected slot.

If bundling was selected during creation, read the relationship outcome message as well. A warning can indicate that the ticket was created but the relationship was not applied.