Use Case
Revolutionizing Ticket Triage
with CrushBank SmartClassifier
Managed Service Providers (MSPs) handle a high volume of IT support tickets daily, and efficient triage is critical to maintaining smooth operations.
Traditionally, service desks rely on manual ticket classification, which is time-consuming, prone to human error, and slows down response times.
CrushBank SmartClassifier changes the game by leveraging machine learning to automate ticket triage, allowing MSPs to operate with greater efficiency and accuracy.
Bring Structure
to the Chaos
70% of service requests are miscategorized
Turn all of your previously unsearchable content into valuable insight, intellectual property, and functioning advice. The SmartClassifier allows you to use CrushBank's powerful Al to automatically classify your ticket Types and Subtypes based on the content of the ticket, simplifying your team's workflow and delivering better access to historical ticketing details.
Optimize and Enrich
Your Data
- Automate and implement ticket and time budgeting
- Make sure previous efforts are readily available
- Identify missing data - turn it into a task
- Don't start from scratch every single time
- Enable self-service for ticket deflection
Standardize
Across Instances
CrushBank ingests all of your data into a single, unified data lake, allowing you to easily resolve multiple instances while keeping historical data and maintaining the value of your acquisition client data, ticketing history, intellectual property, and more.
Most MSPs will be able to use, and should use, the standard model for automated ticket classification. In the event that this doesn't work for your
business, CrushBank offers the flexibility to create your own custom model with dedicated models for Type, Sub Type, and Item, with Item data as
the primary driver, fed by training data from historical ticket information.
How SmartClassifier Works
Unlike generic Al models trained on public internet data, SmartClassifier learns from an MSP's own ticket history to provide tailored automation. By analyzing past tickets, it understands how issues have been categorized and resolved, allowing it to classify new tickets with precision. As soon as a ticket enters the system, SmartClassifier determines its category, priority, and assigns it to the right technician without requiring manual intervention.
Prioritizer
Assesses and assigns priority levels to incoming tickets by evaluating client urgency, issue complexity, and overall business impact. Utilizing your historical ticket data, it ensures your team efficiently addresses the most critical issues first.
Auto-Budgeter
Generates accurate time estimates for ticket resolutions based on analysis of similar historical tickets. By removing guesswork from time estimation, it allows for more precise planning, resource allocation, and improved workflow management.