Digital Specialist for Ticket Triage
Kaseya’s Digital Specialist for Ticket Triage, powered by Kaseya Intelligence, removes the manual work that slows service desks down. Instead of technicians spending time reviewing and organizing tickets, AI agents analyze each request to determine ticket type, sub-issue and urgency in real time.
As ticket volume grows, manual triage creates bottlenecks leading to slower response times, inconsistent routing and overloaded senior techs. The Digital Specialist solves this by automatically assigning tickets to the right technician based on skillset, workload and availability.
Built directly into Autotask, it works in the background without changing your workflows, freeing technicians to focus on resolution, not administration.
During beta testing with Autotask partners, as well as Kaseya Help Desk and NOC teams, early feedback is already showing significant impact:
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“20–30% of our tickets aren’t categorized correctly today, which creates downstream issues like billing inaccuracies. From what we’re seeing in early testing, the Digital Specialist for Ticket Triage could eliminate up to 80% of those errors.”
Koos Ligtenberg, Business Unit Director, Advisor ICT -
“Within one week, we’re seeing around 98% accuracy in issue and sub-issue categorization, dramatically reducing the need for manual review.”
Kim Drumm, Director of Business Process Management, Vitis Technologies -
“In just two weeks of implementation, we’ve seen a 90% decrease in mean time to assign.”
Gonzalo Carrilo, Sr. Manager, Managed Services, Kaseya
This means faster ticket handling, more consistent routing and a more efficient service desk — freeing your skilled technicians to focus on solving problems and delivering better outcomes rather than managing queues.
Digital Specialist for Ticket Triage is available for Autotask Ultimate, ITSM+ and Kaseya 365 Ops partners at no additional cost until September 1, 2027. Talk to your Account Manager about upgrading to get access today.
Learn more about Digital Specialists for Ticket Triage and how to get started here
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