Quality, Sales, and Scheduling

Ticket quality assurance

The Ticket Quality Assurance (QA) module ensures that tickets meet organizational standards before closure. It validates completed work, verifies time entries, and enforces compliance with internal processes. Failed reviews are cycled back for correction, while passed reviews can be closed automatically or routed into additional review workflows if required.

Fields & options

Agent Model Defines the AI reasoning model used to evaluate tickets during QA review. Example: OpenAI GPT-5 Medium Reasoning.
Boards (comma-separated, empty for all boards) Specifies which boards the QA process applies to. If empty, all boards are included.
Teams Chat/Conversation ID Microsoft Teams channel ID used for sending QA notifications and updates.
Completed Status The ticket status applied when QA review is successfully passed (e.g., “Completed”).

QA review

Closed Status Defines the status to apply when a ticket passes QA (e.g., “QA Passed”).
Close Tickets that pass Review Automatically closes tickets once QA validation is completed.
Cycle Back Status Status applied when a ticket fails QA review (e.g., “QA Failed”).
Cycle Back Tickets that Fail Review Automatically routes failed tickets back for correction.
Send to Add-on Review Enables routing of tickets into an additional review step if required.
QA Add-on Review Status Defines the status for tickets sent into add-on review (e.g., “Accounting Review”).
Add Internal Note to the ticket (Add-on Review) Adds system notes documenting add-on review steps.
Teams Chat/Conversation ID (Add-on Review) Microsoft Teams channel ID for notifications specific to add-on reviews.

Review checklist

All tasks are completed.
Time entries confirm that work was performed for each task.
Tasks and time entries match the original request from the incoming ticket.
Technician contacted and confirmed resolution with the user.
No sensitive information is disclosed in time entries.
Check for any potential sales opportunities.
Treat VIP tickets as standard if no urgency is noted.
Client initiated contact with the technician (e.g., callback) and confirmed resolution.

Additional settings

Remove Upcoming Schedules Clears scheduled tasks if the ticket is closed after QA.
Add Internal Note to the Ticket Appends automated notes summarizing QA review results.
Send Notification to the Teams Chat Sends QA results and status updates into Microsoft Teams channels.
Download Report of Company Team Exports a QA review report for audit or management review.
Import Report of Company Team Imports external QA reports for consolidation and compliance tracking.

Best practices

Define clear pass/fail statuses to prevent tickets from being stuck in review loops.
Use Add-on Reviews (e.g., Accounting Review) for specialized checks beyond technical QA.
Enable automated notes to maintain a full audit trail of review actions.
Leverage Teams notifications to ensure visibility of failed or cycled-back tickets.
Regularly update the Review Checklist to align with business and compliance requirements.

Ticket sales

The Ticket Sales module turns qualified support requests into sales opportunities. It watches tickets across selected boards, flags upsell/cross-sell signals, and—when enabled—creates or updates opportunities in your PSA (e.g., ConnectWise). Notifications and internal notes keep engineers and sales aligned while preserving an audit trail.

Fields & options

Agent Model AI reasoning model that evaluates tickets for sales potential (renewals, add-ons, projects). Choose a model strong in summarization and intent detection (e.g., “OpenAI GPT-5 Medium Reasoning”).
Enable Sales Review Turns on human-in-the-loop review. Tickets the AI marks as “sales-worthy” are routed to the Sales board for validation before any PSA opportunity is created.
Sales Board Name Comma-separated list of boards where Sales Review items should appear. Leave blank to allow all boards. Use this to keep pre-sales work separate from technical queues.
Teams Chat/Conversation Id Microsoft Teams channel used to notify account managers about new sales candidates and state changes. Paste a @thread.tacv2 conversation ID.
Send Notification to the Teams Chat Posts a succinct summary (client, intent, suggested product/service, expected value if available) when a ticket enters Sales Review or an opportunity is updated.
Add Internal Note to the ticket Writes a system note explaining why the ticket was flagged (signals detected, plan mismatch, expired warranty, capacity limits). Helps auditors and engineers understand the recommendation.
Create Opportunity in ConnectWise If enabled, the system creates/updates an Opportunity tied to the Company/Contact from the ticket. Mapping uses Sales Status/Stage below.
Sales Status Opportunity status to apply when creating/updating in the PSA (e.g., “New”, “Qualified”). Pick the status your sales pipeline expects for newly qualified leads.
Sales Stage Pipeline stage for the created/updated opportunity (e.g., “Qualification”, “Discovery”). Align this with revenue forecasting rules to avoid pipeline noise.

Behavior

When a ticket matches sales criteria (e.g., capacity shortfall, recurring incidents suggesting a project, end-of-life hardware, license overage), the AI assigns it to Sales Review on the configured board and, if enabled, notifies the specified Teams channel. If Create Opportunity in ConnectWise is enabled, MSPControl creates or updates an opportunity using the ticket’s Company/Contact, sets Sales Status and Sales Stage, and links back to the originating ticket. Internal notes document the reasoning and any extracted details (SKU hints, seat counts, term, budget signals). Sales can accept, modify, or dismiss the suggestion without affecting the original technical workflow.

Best practices

Start with Enable Sales Review on and Create Opportunity off to calibrate signal quality, then turn on auto-creation.
Scope Sales Board Name to a dedicated board to avoid cluttering engineering queues.
Standardize Sales Status/Sales Stage mappings with your PSA admin to keep forecasts accurate.
Keep Teams notifications concise (problem → recommended offer → next step) to increase sales response rates.
Use internal notes to capture qualification evidence (usage metrics, failure frequency, EOL dates) for later audits.

Scheduling group processor

The Scheduling Group Processor automates handling of scheduling groups, ensuring that tasks, resources, and ticket assignments respect pre-defined scheduling rules. It leverages AI-based reasoning to interpret workload patterns, availability, and operational constraints, reducing manual coordination effort and ensuring timely service delivery.

Fields & options

Enable Scheduling Group Processor Activates automated processing for scheduling groups. Once enabled, the system evaluates incoming tickets and tasks against scheduling rules to assign the appropriate group or technician automatically.
Agent Model Defines the AI reasoning model used to interpret scheduling rules and workload context. Example: OpenAI GPT-5 Medium Reasoning.

Behavior

When active, the processor reviews incoming tasks and tickets, identifies the relevant scheduling group, and applies assignment logic accordingly. This supports workload distribution, shift or department rules, and task routing.

Best practices

Enable the processor only after defining clear scheduling groups and assignment rules in your system.
Use a reasoning-capable AI model (e.g., GPT-5 Medium) for better contextual understanding of workloads.
Test with a small subset of tickets before rolling out globally to avoid misassignments.
Regularly review scheduling outcomes to fine-tune group definitions and AI parameters.
Combine with Teams notifications (if available in your setup) for transparency on automated assignments.