Swiftask analyzes your incoming tickets and categorizes them instantly in ConnectWise PSA. Stop manual sorting, boost your technician's reactivity.
Result:
Speed up response times and eliminate manual classification errors.
Manual ticket management slows down your team
For MSPs, the volume of incoming tickets in ConnectWise PSA is often unmanageable. Technicians waste valuable time reading, interpreting, and manually assigning each request to the right type, subtype, or priority.
Main negative impacts:
Swiftask integrates natively with ConnectWise PSA to automatically classify every ticket upon creation, based on the context and content of the message.
BEFORE / AFTER
What changes with Swiftask
Inefficient manual sorting
A ticket arrives. A technician must read it, identify the issue, choose the right type and subtype in ConnectWise, then assign it. This repetitive process takes minutes per ticket.
AI-powered categorization
Upon ticket arrival, the Swiftask AI agent analyzes the content, instantly defines the correct category, and updates the ConnectWise fields. The ticket is ready to be handled.
Deployment of automation in 4 steps
STEP 1 : Connect to ConnectWise
Link your ConnectWise PSA instance to Swiftask via our secure connectors.
STEP 2 : Define rules
Configure classification criteria based on your existing types, subtypes, and priorities.
STEP 3 : Train the agent
The AI learns your sorting preferences from your past ticket history.
STEP 4 : Activate the workflow
The agent now handles every new ticket in real time without intervention.
Intelligent classification capabilities
The AI analyzes the subject, message body, and customer data for precise classification.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-connectwise-psa@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Benefits for your support service
1. Massive time savings
Drastic reduction in time spent on administrative sorting.
2. Increased precision
The AI does not fatigue and applies your rules with perfect consistency.
3. Reduced MTTR
Tickets are assigned faster, which reduces the mean time to resolution.
4. Scalability
Handle growing ticket volumes without increasing staff.
5. Customer satisfaction
Faster and more relevant handling of their requests.
Security and compliance
Swiftask applies enterprise-grade security standards for your connectwise psa automations.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your key metrics
| Metric | Before | After |
|---|---|---|
| Triage time | 3-5 minutes per ticket | < 5 seconds per ticket |
| Routing error rate | 15% | < 2% |
| Team productivity | Administrative focus | Resolution focus |
| Implementation | Continuous training | One-time setup |
Take action with connectwise psa
Speed up response times and eliminate manual classification errors.