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Ticket Summarizer (ConnectWise Manage)

📝 Introduction​

This agent assists account managers by providing structured summaries of support tickets.
It can summarize all tickets for a company or generate a narrative for a specific ticket.

By querying the ConnectWise Manage API, the agent identifies tickets requiring attention, highlights trends, and creates actionable insights.

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, trends, or specific ticket history.

⚙️ Features​

The agent provides the following key functionalities:

🔹 Company-Level Summaries​

  • 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.

🔹 Ticket-Level Summaries (NEW)​

  • Accepts a specific ticket number.
  • Reads and analyzes all ticket notes and updates.
  • Provides a narrative summary of what happened in the ticket.
  • Extracts key details in structured format:
    • Company Name
    • Contact Name
    • Ticket Number
    • Ticket Summary
    • Ticket Sentiment (narrative of notes)
    • Date Entered
    • Ticket Status

💡 Usage Examples​

Example 1: Company-Level Ticket Summary​

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: Ticket-Level Summary (NEW)​

Input:

Summarize ticket #12345.

Output:
Company Name: ABC Corp
Contact Name: John Doe
Ticket Number: 12345
Ticket Summary: Printer repeatedly failed after firmware update; escalated to vendor support.
Ticket Sentiment: Customer expressed frustration in early notes, but sentiment improved once resolution steps were in place.
Date Entered: 2023-09-12
Ticket Status: Closed

🖥️ Backend Architecture​

The Ticket Summarizer agent is built using a branching workflow, allowing it to handle both company-level and ticket-level requests.

Below is the current workflow:

Ticket Summarizer Workflow

How it works:

  1. Input Data (JSON)

    • Receives user query (company name or ticket number).

  2. Flow Router

    • Determines if the query is a company-level request or a ticket-level request.

🔹 Company-Level Route​

  1. Fetch Company Tickets (Python 3.9)

    • Queries ConnectWise Manage API for active company tickets (last 14 days).
    • Retrieves details: priority, status, logged hours, notes, time entries.

  2. Company-Level Summarizer (OpenAI)

    • Generates structured insights:
      • Open tickets by age
      • High logged hours
      • Negative sentiment
      • Critical priority tickets
      • Trends and patterns

  3. Output Data (Synthreo String Compiler)

    • Formats the results into a conversational, structured summary.

🔹 Ticket-Level Route​

  1. Fetch Ticket Details (Python 3.9)

    • Queries ConnectWise Manage API for a specific ticket.
    • Retrieves metadata and notes (company, contact, status, dates, updates).

  2. Ticket Summarizer (OpenAI)

    • Reads ticket notes and produces a narrative + structured fields:
      • Company Name
      • Contact Name
      • Ticket Number
      • Ticket Summary
      • Ticket Sentiment
      • Date Entered
      • Ticket Status

  3. Output Data (Synthreo String Compiler)

    • Returns an easy-to-read, client-ready summary.

Key Benefits

  • Flexible: Handles both company and ticket queries seamlessly.
  • Modular: Each branch (company vs. ticket) can be maintained or extended independently.
  • Client-focused: Ensures summaries are structured, readable, and actionable.

📌 Key Notes​

  • Supports both company-level and ticket-level summaries.
  • 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 or ticket at a time.

Q: How does the agent determine negative sentiment?
A: The agent uses OpenAI with prompt-based instructions to evaluate ticket notes and feedback.
It looks for negative language patterns (e.g., frustration, dissatisfaction, complaints) and flags tickets accordingly.