CW Ticket Sentiment Analyzer

Function agent guide for Builder — retrieve and cache ConnectWise ticket sentiment for reuse across agent workflows.

Reusable Ticket Sentiment & Experience Analysis Function

Overview

CW Ticket Sentiment Analyzer is a function-style agent that retrieves and analyzes sentiment from ConnectWise ticket notes.

It accepts a list of ticket IDs, generates sentiment analysis when needed, and caches results for reuse.

This allows other agents to obtain reliable ticket sentiment quickly without regenerating analysis.

Purpose

This function provides a reusable mechanism for:

analyzing ticket sentiment
summarizing technician–client interactions
capturing customer feedback signals
reducing repeated LLM processing through caching

It is designed to be called by other agents as part of larger workflows.

Role in the agent ecosystem

Used by:

reporting agents
client health scoring agents
service quality monitoring workflows
operational insight pipelines

Problem it solves:

eliminates repeated sentiment generation
reduces compute cost and latency
standardizes sentiment interpretation across workflows

Without this function, agents would need to individually retrieve and analyze ticket notes, increasing runtime and cost.

Invocation and execution

This function is called by another agent using a Call Agent node.

Execution model: synchronous
Trigger: agent flow logic
Prerequisite: list of ConnectWise ticket IDs

Inputs

The function accepts an array of ticket objects.

Required

ticket_id (number)

Optional

include_internal (boolean, default: false)
include internal notes in sentiment analysis
force_refresh (boolean, default: false)
bypass cache and regenerate sentiment

Example input

[
  { "ticket_id": 123 },
  { "ticket_id": 1234, "include_internal": true, "force_refresh": true }
]

Outputs

The function returns the input array with added sentiment data.

Existing properties are preserved.

Added properties

"sentiment": {
  "sentiment": "positive | negative | neutral | unknown",
  "sentiment_score": -1.0 to 1.0,
  "explanation": "reason sentiment was assigned",
  "synopsis": "summary of ticket notes",
  "feedback": "customer feedback to technician"
},
"cached": true

cached indicates whether the sentiment was retrieved from cache.

Consumed by: any calling agent.

Data source

ConnectWise

The function retrieves:

ticket notes
last update timestamps

Cache keys are based on:

ticket ID
include_internal flag

Processing flow

For each ticket:

Retrieve ticket metadata and last update time
Check cache for matching sentiment record
If cache is valid → return cached result
If cache miss or refresh requested:
- pull ticket notes
- generate sentiment using LLM analysis
- store result in cache
return sentiment data

This ensures sentiment reflects the most recent ticket state.

Smart analysis

Sentiment analysis is generated using LLM interpretation of ticket notes.

The function extracts:

overall sentiment
customer tone and experience
feedback directed toward technicians
a concise synopsis of interactions

Rules and safeguards

input validation is enforced per ticket
malformed entries return element-level errors
failures prevent cache writes for affected tickets
ConnectWise timeouts are respected
agent runtime limit: 2 hours

Performance and efficiency

Efficiency features include:

cache reuse to reduce regeneration
cache invalidation when ticket updates change
optional forced refresh
external request timeouts

Batching and deduplication are handled by the calling agent.

Failure behavior

If an error occurs:

missing data → element-level error
external dependency failure → error returned
malformed input → error returned

The function returns the input array with error messages attached to affected elements.

Boundaries and responsibilities

This function does NOT

return full ticket data
validate ticket existence before processing
batch large ticket lists
manage workflow runtime limits

Calling agents are responsible for

validating ticket IDs
batching requests to stay within runtime limits
handling downstream logic

Implementation context

Runtime: Synthreo Builder
Services: Synthreo DCS
Deployment: Synthreo Builder environment

Summary

CW Ticket Sentiment Analyzer provides:

reusable ticket sentiment analysis
consistent customer experience insight
cache-backed performance efficiency
structured outputs for downstream automation

It enables other agents to incorporate sentiment intelligence without repeated ticket processing.