What it does
Automatically classifies ConnectWise tickets by Type, Subtype, and Item based on your board's configured options. Respects the type-subtype hierarchy to prevent API errors.
When it runs
Triggered when a signal is created. Can optionally reclassify when a signal is updated with new information.
Output
Type — selected ticket type from your board options
Subtype — selected subtype compatible with the chosen type
Item — selected item
Applied — whether changes were pushed back to ConnectWise
Configuration
Setting | Default | Description |
Confidence threshold | 70% | Minimum confidence for initial classification |
Reclassify confidence | 85% | Higher threshold for changing an existing classification |
Reclassify on update | Off | Re-evaluate classification when ticket is updated |
Update ConnectWise | On | Push classification changes to ConnectWise |
Excluded types | None | Type names the AI should never select |
Locked types | None | Type names that should never be changed once set |
Board IDs | All | Limit to specific boards (empty = all boards) |
Use cases
Automatic ticket type assignment on creation
Reduce manual classification work
Ensure consistent categorization across your team
Enabled by default: No — enable and configure for your ConnectWise board structure.