For many IT teams, managing the constant flood of service tickets can feel overwhelming. Tickets often arrive uncategorized, historical data gets buried, and valuable knowledge sits idle. The integration between the powerful ticketing system in ConnectWise PSA™ and CrushBank’s SmartClassifier changes that.
By combining the robust service management tool from ConnectWise with CrushBank’s AI-driven classification and knowledge management, mid-sized IT organizations can finally transform their ticket data into a true engine for efficiency.
Bringing order to ticket data
On average, over 70% of IT service requests go uncategorized. Without structure, tickets are difficult to route or analyze, and almost impossible to leverage for long-term insights.
With ConnectWise and CrushBank, tickets are automatically categorized by type, subtype, and item, based on content, not manual entry. This structured approach improves reporting accuracy, streamlines workflows, and makes your historical ticket data actionable.
Figure 1: How ticket data flows seamlessly from ConnectWise into CrushBank for classification and optimization
Standardization across the organization
Whether you’re running a single IT environment or managing multiple business units from acquisitions, consistency matters. CrushBank ingests your ticket data into a unified knowledge base, allowing your team to:
- Apply standardized classification across instances
- Preserve and reuse historical ticket data
- Protect and grow the long-term value of your intellectual property
More than automation: Value for IT teams
While automation and intelligence are major benefits, this integration also drives broader value for IT professionals. Specifically, it enhances:
- Incident management: Faster, more accurate routing reduces resolution time and improves user satisfaction
- Problem management: Historical categorization helps identify recurring issues for root cause analysis
- Knowledge management: Every ticket becomes a piece of structured knowledge, searchable and reusable
- Continual service improvement: Standardized reporting delivers data-driven insights for ongoing service enhancements.
Flexibility for every IT team
Most teams can rely on the standard model for automated classification, but if your workflows are unique, CrushBank allows you to train custom models. Define dedicated rules for type, subtype, and item built from your own ticket history to ensure the system aligns perfectly with your environment.
Suppose you have a challenging implementation and want personalized help. In that case, you can talk to Cinti, CrushBank’s advantage and implementation partner, who can help you implement and optimize CrushBank's award-winning AI platform that transforms IT support through intelligent knowledge management and conversational search.
See it in action
This walkthrough shows how the integration works in practice, and how it pairs with ConnectWise Sidekick™ and ConnectWise RPA™ for even greater efficiency.
Watch the video: CrushBank AI, ConnectWise Sidekick, and RPA
The bigger picture
CrushBank is one of many tools that expand the value of ConnectWise PSA. Combined with ConnectWise Sidekick AI for technician enablement and RPA automation to reduce manual processes, your IT team gains a powerful trio that transforms service delivery, reduces repetitive work, and accelerates resolution times.
Ready to get more from your ticket data?
Harness the combined power of ConnectWise PSA and CrushBank to optimize workflows, unlock hidden knowledge, and deliver stronger service outcomes.
Connect with us today, and our team will set up a convenient time to discuss transforming your ticket data into an engine for efficiency.
