Priority Classifier
The Priority Classifier uses AI to analyze ticket content and automatically assign the appropriate ConnectWise priority level.
What It Does
When a new ticket arrives, this processor analyzes the ticket content, tone, and business impact to determine the appropriate priority level. It assigns a priority from your ConnectWise priority list and updates the ticket.
The classifier is designed to avoid over-prioritization, reserving higher priority levels for genuine emergencies and widespread impact.
Configuration Options
Option | Description |
Minimum certainty | How certain the AI must be before changing a ticket's priority. If certainty is too low, the analysis is recorded but the ticket's priority is not changed. |
Reclassify on update | Re-evaluate priority when tickets are updated. Reclassification is conservative to avoid unnecessary changes. |
Update ConnectWise | Push priority changes back to ConnectWise |
Board filter | Limit the processor to specific ConnectWise boards |
Locked priorities | Priority names that should never be changed (e.g., "Critical", "Emergency") |
Custom instructions | Organization-specific rules for priority assignment (e.g., "Tickets mentioning our ERP system are always High") |
When to Use It
Enable this processor when you want consistent, AI-driven priority assignment across your tickets. It is especially useful for organizations with high ticket volume where manual priority triage is a bottleneck.
Details
Runs on: New tickets (and updated tickets if reclassification is enabled)
Default State: Disabled
Prerequisite: ConnectWise integration must be active