AI Ticket Triage for MSPs
Squash triages incoming tickets, identifies the client and issue type, gathers context, and routes or resolves work from the first touch.
Squash handles
- Classify requests by client, issue, urgency, and required workflow.
- Gather context before a technician opens the ticket.
- Route tickets or continue into resolution when policy allows.
Turn repeat service work into governed execution.
Squash does more than summarize tickets. It triages, plans, acts inside approved boundaries, keeps your PSA synced, and escalates when policy or confidence calls for a technician.
- Ticket classification and priority assignment
- Client, user, device, and service lookup
- Similar-ticket and runbook context gathering
- Routing, escalation, and PSA note creation
From ticket context to documented outcome.
Step 01
Squash reads the request, normalizes the issue, and identifies what information is missing.
Step 02
Squash checks the PSA, documentation, and connected systems for relevant context.
Step 03
Squash routes the ticket, requests missing information, or starts an approved resolution workflow.
Control what AI can touch before it acts.
- Routing rules can vary by client, ticket type, queue, and approval policy.
- Sensitive requests can be held for technician approval before action.
- Every triage decision leaves a reviewable record in the ticket context.
Built around the systems your team already uses.
- PSA queues, statuses, notes, boards, and ticket types
- Documentation systems for client-specific handling rules
- Chat, email, portal, and collaboration intake channels
- Identity, endpoint, and Microsoft context sources
Keep exploring the Squash workflow.
These pages connect this workflow to adjacent service desk use cases, integrations, and governance details.
Solution
AI Service Desk for MSPs
Squash resolves common service desk tickets across identity, provisioning, Microsoft 365, endpoint, and access workflows with the controls MSPs need.
Solution
Automated Ticket Routing for MSPs
Squash routes MSP tickets using live ticket context, client rules, urgency, required tools, and the work Squash can resolve directly.
Solution
L1/L2 Ticket Automation for MSPs
Squash resolves repetitive L1 and L2 tickets by diagnosing the request, applying client context, executing approved actions, and documenting the outcome.
Integration
Autotask AI Automation
Squash integrates deeply with Autotask so MSPs can use AI to close service tickets without moving work out of the PSA. Autotask stays the operating record while Squash writes activity back as work happens.
Platform
AI Governance in Squash
See how access conditions, approvals, fact-grounded execution, and audit trails work together.
Get a workflow assessment
See how Squash fits your workflow.
Review your current ticket mix and see where Squash can triage, route, and resolve requests from intake.
Get a workflow assessment