AI triage and assist
CVN PSA can use an AI provider to triage new tickets and to help technicians while they work. It uses your own API key with OpenAI or Anthropic. To connect a provider and choose what it may do, see AI settings.
Nothing written by AI reaches a client until a technician approves it.
Triage on intake
When a ticket arrives, triage reads it and sets:
- a category from your own category list,
- a priority judged by business impact,
- an assignee: the active technician with the fewest open tickets, if nobody owns it yet. Auto-assign can be turned off.
- a short internal summary of the problem for the technician.
Triage runs once per ticket. If no provider is connected, or AI is refused for that ticket, a built-in rule set does the same job so tickets are still sorted.
Draft replies need approval
Triage can also draft a reply to the client. The draft is saved on the ticket as an internal, pending message. It is not sent.
- Open the ticket. The pending draft shows in the thread, marked as a draft.
- Read it and edit it if needed.
- Approve to send it to the client as a normal reply, or Reject to keep it internal.
Assist while you work
These tools are on the ticket and in AI Assist:
| Tool | What it does |
|---|---|
| Summarize | Summarizes a long thread before you take a ticket over |
| Suggest a reply | Drafts a client reply for you to edit |
| Categorize | Suggests a category |
| Similar tickets | Lists past tickets and knowledge base articles like this one |
| Suggest assignee | Lists the technicians who fit best, with reasons |
| Handoff note | Writes where the ticket stands and the next step. Saved as an internal note only if you choose |
| Draft time entry | Drafts minutes and a note from what you wrote since you last logged time. You confirm before it is logged |
| Draft KB article | Turns a resolved ticket into a draft knowledge base article |
AI Assist takes a description, an error or command output and suggests steps. You can attach a ticket or a device from the side panel instead of retyping it. Attached items show as chips, and what you see in the panel is exactly what is sent.
Boundaries
- Never paste passwords, keys or personal data into a prompt.
- Check every command before you run it on a client system.
- Edit client-facing text before it goes out. You own what is sent.
- Tickets marked sensitive are never sent to AI. Neither are archived tickets. Marking a ticket sensitive also stops any AI request already waiting for it.
Every AI request is logged with the feature, the provider and the result, but never the text. See AI settings.