Kaseya Intelligence: Ticket Triage

PERMISSIONS  Security level with Admin Feature Access permission to Kaseya Intelligence.

NAVIGATION  Left Navigation Menu > Admin > Admin Categories > Automation > Kaseya Intelligence > Ticket Triage

IMPORTANT  Kaseya Intelligence features are included with a Kaseya 365 Ops, ITSM +, and Ultimate Autotask subscriptions. Refer to Upgrading to ultimate for more information.

Overview

Every ticket that hits your service desk needs to be prioritized, categorized, and routed to the right person — fast. Today, that process depends on deep institutional knowledge, eats up coordinator time, and breaks down when your best people are out. Ticket Triage changes that.

Built into Autotask PSA and powered by the Kaseya Intelligence AI engine, Ticket Triage automatically assesses incoming tickets and takes action so your team can focus on resolving issues, not sorting them. It uses AI and association algorithms to streamline ticket management by identifying missing or inconsistent information, suggesting ticket field values, and assisting with ticket assignment. Ticket Triage analyzes a subset of your historical tickets to make suggestions on future tickets, using only the ticket data from the ticket’s organization.

Feature set

Available now Coming soon Future enhancements

  • Automated Ticket Prioritization: Automatically assigns priority levels to tickets based on predefined criteria and historical patterns.

  • Automated Issue & Sub-Issue Type Categorization: Classifies tickets into appropriate issue and sub-issue types using intelligent categorization.

  • Automated Primary Resource & Queue Assignment: Dynamically assigns tickets to the most appropriate resource and queue based on skills and availability.

  • Human Supervision Mode: Allows users to review and approve AI-driven decisions before they are applied.

  • AI Confidence Threshold Configuration: Enables configuration of confidence thresholds to control when automation is applied versus flagged for review.

  • Workflow Rules Triggering: Initiates workflow rules automatically based on AI-driven insights and ticket conditions.

  • Historical Ticket Data Analysis: Leverages past ticket data to improve decision-making and automation accuracy over time.

  • New System Skills Library: Provides an expanded library of predefined skills for improved classification and routing.

  • Automated Skills Matching: Matches tickets to resources based on skill requirements and technician capabilities.

  • Settings Page Enhancements: Introduces improved usability and expanded configuration options within the settings interface.

  • Importable Issue & Sub-Issue Types Library: Allows bulk import and standardization of issue and sub-issue classifications.

  • Ticket Re-Triage (Manual & Automated): Enables tickets to be re-evaluated and reassigned either manually or automatically as conditions change.

  • Multi-Step Triage: Supports sequential triage processes for more complex ticket routing scenarios.

  • Dashboard Table Quick Edits: Allows inline editing of dashboard table data for faster updates and adjustments.

  • Expanded Field Set (20+ Fields including User Defined Fields): Increases the number of fields available for analysis and automation, including custom fields.

  • Field Guardrails & Natural Language Controls: Adds intelligent validation and natural language input controls for more accurate data handling.

  • Triage Streams by LOBs, Departments, Workgroups :Enables segmentation of triage workflows based on organizational structure.

  • New AI-Inferred Skills Management Page: Provides a centralized interface for managing AI-detected and suggested skills.

  • AI Feedback Management: Captures and incorporates user feedback to continuously improve AI performance.

  • Extended Dashboard KPI Controls: Expands KPI customization and control within dashboards for deeper performance insights.

You configure Ticket Triage from the Ticket Triage tab on the Kaseya Intelligence page, and by creating Workflow Rules that use Ticket Triage actions.

ALERT  To prepare your Autotask environments for Ticket Triage and to improve results, refer to Ticket Triage assessment .

Ticket Triage includes the following configuration areas:

  • Ticket Data Analysis
  • Triage Actions (Workflow Rules)
  • Assignment Eligibility

Open Ticket Triage settings

  1. Navigate to Left Navigation Menu > Admin > Admin Categories > Automation > Kaseya Intelligence.
  2. Click the Ticket Triage tab.

The Ticket Triage tab is divided into the following sections:

  • Ticket Data Analysis.
  • Triage Actions.
  • Assignment Eligibility.

Use the Ticket Data Analysis section to define which historical tickets Kaseya Intelligence will analyze to understand your Service Desk operations.

IMPORTANT  Before configuring this section, refer to the Ticket Triage Ticket Data Analysis documentation for details on expected outcomes after the configuration is complete.

Configure Ticket Data Analysis

  1. In the Ticket Status field, select up to 15 statuses that represent your most reliable ticket data.

    NOTE  Include completed tickets, tickets nearing completion, or tickets that are unlikely to change further.

  2. In the Queues field, select up to 15 queues whose tickets you want to include in the analysis.
  3. In the Ticket Category field, select up to 15 categories to include.
    • By default, all categories are analyzed.
    • Selecting specific categories excludes any categories that are not selected.
  4. In the Analyze tickets created on or after section, select a date to have Kaseya Intelligence analyze only tickets created on or after that date.

    The page displays the active analysis window, for example: “Analyzing tickets from: March 10, 2024 to present.”

  5. In the Excluded Organizations section, select any organizations you want to exclude from triage analysis.
    • Tickets from excluded organizations will not be analyzed or used for Ticket Triage suggestions.
    • There is no limit to the number of organizations that can be excluded.
  6. Click Save.

NOTE   For optimal ticket analysis results, use a date within the last 6–8 months to ensure the most accurate and relevant data set. If no date is selected, only tickets from the past 24 months will be analyzed.

Ticket Triage uses Workflow Rules actions, called Triage Actions, to triage and optionally assign incoming tickets. Triage Actions define when Ticket Triage runs and which fields it can suggest or auto‑update.

IMPORTANT  Ticket Triage suggestions and assignments are controlled by Workflow Rules and your Ticket Triage configuration. Refer to Triage Actions (Workflow Rules).

On the Ticket Triage tab, the Triage Actions section displays a banner similar to the following:

Ticket Triage requires Workflow Rules to function. Ticket Triage uses Workflow Rules actions to triage incoming tickets. Set up Workflow Rules to begin taking advantage of the Ticket Triage action.

Configure Triage Actions in Workflow Rules

  1. Click View Workflow Rules in the Triage Actions section, or navigate to Left Navigation Menu > Admin > Admin Categories > Workflow Rules.
  2. Create a new Workflow Rule, or edit an existing Workflow Rule for Service Desk.

    Define the events and conditions that will trigger Ticket Triage, such as when a ticket is created, when a specific field is changed, or when a ticket enters a particular status or queue. Refer to Adding, editing, and copying workflow rules.

  3. In the Actions section of the Workflow Rule, add a Ticket Triage action.
  4. In the Ticket Triage action, configure the fields that Ticket Triage can manage, such as:
    • Issue Type
    • Primary Resource
    • Priority
    • Queue
    • Sub‑Issue Type
  5. Configure how Ticket Triage behaves for this action:
    • Suggest – Ticket Triage proposes values in the ticket UI, and users review and apply changes.
    • Auto‑apply – Ticket Triage automatically updates selected fields when AI confidence is high enough, based on your thresholds.
  6. Where available, set the Auto-Apply Confidence Threshold to control when Ticket Triage is allowed to automatically update fields.

    NOTE   If the AI confidence is below the threshold, the action will not auto‑update fields, but can still provide suggestions for users to review.

  7. Save and activate the Workflow Rule.

Once configured, Ticket Triage will run according to your Workflow Rules and will surface suggestions or apply changes directly to tickets based on your settings.

Ticket Triage evaluates all applicable workflow rules at the time of the triggering event (for example, Ticket Created). The results of those rules are combined into a single triage operation.

Evaluation order: Auto‑apply vs Suggest

If multiple rules affect the same field, Ticket Triage resolves behavior in this order:

  1. Auto‑apply

  2. Suggest

  3. None

That means:

  • If one rule is set to Auto‑apply a field and another rule is set to Suggest that same field, the Auto‑apply behavior wins.

  • If no rule is set to Auto‑apply for a field, but one or more rules Suggest it, the field is suggested.

Multiple workflow rules at once

  • If several workflow rules qualify for the same event and meet the ticket conditions, all of them are evaluated.

  • Ticket Triage does not run separate triages per rule. Instead, it merges the outcomes into one combined triage result.

  • Different rules can contribute different fields. For example:

    • Rule A: suggests Queue

    • Rule B: auto‑applies Resource and Priority

    • Rule C: suggests Sub‑issue

      • The final triage for that ticket can use all four fields (Queue, Resource, Priority, Sub‑issue), respecting the auto‑apply vs suggest hierarchy above.

Point‑in‑time evaluation

  • Workflow rules are evaluated for Ticket Triage only at the exact moment a ticket event occurs, such as when a ticket is created or updated.

  • Ticket Triage does not collect or pool rule results over time. Only the rules whose conditions are met at that specific event will influence the triage action for the ticket.

  • Ticket Triage evaluates workflow rules only when the ticket event occurs and does not carry their results forward to future events.

Use the Assignment Eligibility section on the Ticket Triage tab to define which queues and resources Kaseya Intelligence can use when suggesting or auto‑assigning tickets.

ALERT   Co‑Managed users may be used if they are included in your assignment eligibility selections.

Configure Assignment Eligibility

  1. On the Ticket Triage tab, scroll to the Assignment Eligibility section.
  2. Under Queues, select the queues that will be available for Ticket Triage suggestions or auto‑assignment.

    These queues define where Kaseya Intelligence is allowed to route tickets when assigning by queue.

  3. Under Resources, configure which resources may be assigned tickets by Ticket Triage:
    • Workgroups – Select the workgroups whose members will be available for assignment. Refer to Managing workgroups.
    • Departments – Select the departments whose resources will be available for assignment. Refer to Departments.
    • Specific Resources – Select any individual resources who will be available for assignment.

    There is no limit to the number of resources you can include.

  4. Click Save.

Kaseya Intelligence will consider only resources and queues included in the Assignment Eligibility section when making suggestions or auto‑assigning tickets.

Using Ticket Triage in tickets

After Ticket Data Analysis, Triage Actions, and Assignment Eligibility are configured, Ticket Triage suggestions and assignments appear in the ticket UI according to your Workflow Rules and Ticket Category configuration.

Ticket Category requirements

  1. Navigate to Left Navigation Menu > Admin > Admin Categories > Features & Settings > Service Desk (Tickets) > Ticket Categories and open the Ticket Category used by the tickets you want to triage.
  2. On the Main Body configuration, verify that the Ticket Triage Suggestions component is set to Visible.

    • If Ticket Triage Suggestions is not set to Visible, the Ticket Triage panel and triage details will not appear.

    For more information, refer to Main body .

  3. On the Insights tab of the same Ticket Category, move the Ticket Triage insight into the Visible Insights section.
  4. Save & Close.

For more information, refer to Display or hide an insight for a category .

Analyze and apply Ticket Triage suggestions

  1. Open a ticket that matches the conditions defined in your Ticket Triage Workflow Rule.
  2. In the Triage section on the ticket, review any suggested values for supported fields, such as:
    • Priority.
    • Issue Type and Sub‑Issue Type.
    • Primary Resource.
    • Queue.
  3. If your Workflow Rules are configured for suggestions only:
    • Select the suggestions you want to apply.
    • Click Apply.
    • The selected changes are applied to the ticket.
  4. If your Workflow Rules are configured for auto‑updates:
    • Review the fields that were changed by Ticket Triage and any rationale provided.
    • You can manually adjust these fields if needed.
  5. View the Ticket History to see what changes were applied by Ticket Triage.

    For more information, refer to Viewing the ticket history .

Overview

In some cases, you may notice that the number of suggestions displayed in the Ticket Triage Suggestions section appears lower than expected. This can be confusing if you know more fields contain suggestions than what the section header indicates.

What's happening

The suggestions section header displays a count intended to summarize how many fields currently have suggestions. Under certain conditions, this count may not accurately reflect all available suggestions, even though those suggestions still exist and can be viewed. This most commonly occurs when issue type and sub‑issue type are involved.

As a result:

  • The suggestion count may appear lower than the actual number of fields with suggestions

  • The suggestions themselves are not missing—only the displayed count may be incorrect

How issue type can affect suggestion counts

In the system, a sub-issue type is treated as a child of an issue type. When a sub-issue type is set or suggested, the system infers that the issue type itself has effectively changed.

As a result:

  • A suggestion to set a sub‑issue type may implicitly represent a change to the issue type

  • Although this may appear as two separate suggestions when viewing ticket details, the system counts it as one logical suggestion

  • This can make it look like there are more suggestions visible than what the suggestion section count reflects

For example:

  • You may see five suggested fields on the ticket

  • The suggestion section header may show four suggestions

  • This happens because the issue type and sub‑issue type are evaluated together rather than as independent suggestions

How this affects the suggestion view

If you’re affected by this issue, you may notice:

  • A mismatch between the number shown in the suggestion section count and the suggestions visible when reviewing individual fields

  • The same lower‑than‑expected count reflected in related areas, such as dashboards that summarize suggestion totals

This is a display issue only and does not impact:

  • The accuracy of the suggestion data

  • The ability to review or act on suggestions

  • Saved settings or system behavior

What you should do

No action is required. We recommend continuing to review suggestions as usual, as all available suggestions are still present and accessible within the system.