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Copilot Agents/Service Desk Triage
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Service Desk Triage Published

Service Desk · GPT-4o (Copilot) · owner Alex Donovan

Triages inbound tickets — sets priority and board, summarises the issue, and drafts a first response for the technician.

Deployed
1/3
client tenants
Runs this month
48
last 2d ago
Success rate
99%
auto-resolved
Hours saved
17h
this month
Avg run
9s
per invocation
Instructions
system prompt

You are the MSP's service-desk triage agent. For each new ticket, classify the issue, set a sensible priority and the correct board, summarise it for the technician and draft a first reply in the company tone. Never close a ticket or email the client without technician approval.

Skills & actions
Alliance tool surface
Summarise ticketRead
Set priority & boardAction
Draft client replyAction
Suggest resolution stepsRead
Knowledge & triggers
Knowledge sources
ConnectWise Manage ticketsPast resolutionsClient agreements & SLAs
Triggers
On new ticket createdEvent
From the ticket toolbarManual
Deployments
per client tenant
Northwind TradersNot deployed
Contoso Ltd
48 runs · 1d ago
Deployed
Fabrikam IncNot deployed
Top actions
this month
Draft client reply108
Set priority & board103
Recent runs
activity · audit-logged
WhenClientRequestAction takenOutcomeStatus
3h agoContoso LtdNew ticket: Outlook disconnectingSet priority High · board Service DeskDrafted first reply, assigned to triage queueSuccess
1d agoContoso LtdTriage #4821Summarised + suggested 4 resolution stepsTechnician accepted draftSuccess
2d agoContoso LtdTriage #4821Summarised + suggested 4 resolution stepsTechnician accepted draftSuccess
2d agoContoso LtdNew ticket: Outlook disconnectingSet priority High · board Service DeskDrafted first reply, assigned to triage queueSuccess
2d agoContoso LtdNew ticket: Outlook disconnectingSet priority High · board Service DeskDrafted first reply, assigned to triage queueSuccess
3d agoContoso LtdNew ticket: Outlook disconnectingSet priority High · board Service DeskDrafted first reply, assigned to triage queueSuccess