1.Monitors new or updated ticket
Integrate ConnectWise Manage, ticket fields, and lookup context to process the source ticket payload for analysis.
Find and flag related support tickets for triage
Automatically monitor new or updated tickets across ConnectWise Manage and your ticket triage stack. Get fast triage signals when new tickets arrive, updates happen, or confidence clears the thresholdβso you can create match records, route alerts, and speed investigations without manual triage.
How this automation accelerates ticket triage
When new or updated tickets land, triage can stall while teams search for related issues. This automation searches open customer tickets, scores match confidence, and notifies owners and updates your tableβso your team can respond faster.
ConnectWise Manageor swap with your favorite app
2.Finds or creates related ticket record
Integrate Zapier Tables and table management to find the ticket by ticket id and create a record when missing.
Zapier Tablesor swap with your favorite app
3.Searches open tickets for same customer
Integrate ConnectWise Manage and queue filtering to retrieve recent open tickets for the same customer.
4.Analyzes and scores match confidence
Integrate AI by Zapier and prompt analysis to generate high-confidence matches and a numeric confidence score.
AI by Zapieror swap with your favorite app
5.Sends Teams alert and updates record
Integrate Microsoft Teams and team messaging to send matched ticket alerts and update the table with confidence.
Microsoft Teamsor swap with your favorite app
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Explore all ticket routing automations
Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
Set up in minutes
Zapier connects your tools, triggers actions from real-time data, and streamlines workflows so your team can focus on what matters most.
Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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