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Ticket Summarizer (ConnectWise)

📝 Introduction​

This agent is designed to assist account managers by providing detailed ticket summaries for a specified company.
By querying the ConnectWise Manage API, the agent identifies tickets that require attention and highlights patterns or trends.

Goal: Streamline the account manager’s workflow, enabling quick decision-making and better client management.

Target Audience: Account managers who need an overview of ticket statuses and trends for their assigned clients.

⚙️ Features​

The agent provides the following key functionalities:

  • Open Tickets: Identifies tickets that have been open for an unusually long time.
  • High Logged Hours: Highlights tickets with significant time logged.
  • Negative Sentiment: Flags tickets with customer notes or feedback indicating dissatisfaction.
  • Critical Priority: Lists tickets marked as critical.
  • Trends and Patterns: Observes and reports recurring issues or trends across tickets.

Example interaction:
Users can simply type:

"Give me ticket details about companyXYZ."

💡 Usage Examples​

Example 1: Querying Ticket Details

Input:

Give me ticket details about companyXYZ.

Output:

  • Open Tickets: 3 tickets open for over 10 days.
  • High Logged Hours: 2 tickets with over 20 hours logged.
  • Negative Sentiment: 1 ticket flagged with negative feedback.
  • Critical Priority: 1 ticket marked as critical.
  • Trends: Recurring issues with delayed responses.

Example 2: Insights for Another Company

Input:

What’s the ticket summary for companyABC?

Output:

  • Summary of tickets following the same structure as above.

🖥️ Backend Architecture​

The backend of the Ticket Summarizer agent is designed using a modular workflow.
Below is a detailed breakdown of each node and its functionality:

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  1. Input Data (JSON)

    • Receives user input.
    • Returns data in JSON format.

  2. List All Companies (Python 3.9 Script)

    • Queries the ConnectWise Manage API to retrieve all active companies.
    • Filters companies to include only active clients.
    • Outputs list of companies for validation in subsequent steps (alongside user input).

  3. OpenAI Integration

    • Processes the account manager’s query.
    • Validates if the company name matches an active company.
    • Prepares a structured response, including the company ID for ticket fetching.

  4. FetchTicketDetails L14D (Python 3.9 Script)

    • Retrieves ticket details for the last 14 days.
    • Includes details like priority, status, and logged hours.
    • Fetches additional ticket data:
      • Notes: Internal and external notes.
      • Time Entries: Logged hours and timestamps.
    • Enriches ticket data for further processing.

  5. Company-Level Ticket Summary (OpenAI)

    • Generates a detailed summary with insights:
      • Tickets open for too long.
      • Tickets with high logged hours.
      • Tickets with negative sentiment.
      • Critical priority tickets.
      • Patterns or recurring issues.

  6. Output Data (String Compiler)

    • Formats final output using Synthreo String Compiler.
    • Responds conversationally with structured summaries.
    • Ensures user-friendly results, ready for immediate use.

📌 Key Notes​

  • Workflow combines Python scripts + OpenAI modules for real-time insights.
  • Modular design enables easy debugging and scalability.

🐞 Troubleshooting​

If you encounter any issues, please contact:
📧 help@synthreo.ai

❓ FAQs​

Q: What if I don’t have an API token?
A: Contact your ConnectWise Manage administrator to generate a token with required permissions.
It must include access to: companies, tickets, notes, and time entries.

Q: Can the agent summarize tickets for multiple companies at once?
A: No, it currently supports only one company at a time.

Q: How does the agent determine negative sentiment?
A: The agent uses natural language processing (NLP) to analyze ticket notes and feedback for negative language patterns.