Challenge
Incoming ticket triage was shared among multiple technicians rather than being owned by a dedicated dispatcher, resulting in inconsistency. Tickets were picked up immediately, approached a 20-minute threshold, or were occasionally mishandled when everyone was responsible for the same task.
Solution
InsITe adopted ConnectWise AI Agents™ within ConnectWise PSA™ workflows to help classify, prioritize, route, schedule, and enrich incoming tickets. Instead of asking technicians to keep watching the incoming board, CW AI Agents™ help route tickets to the right person or workflow with greater consistency.
Results
Routing was the most meaningful change. CW AI Agents typically dispatch incoming tickets within 8-10 minutes. Customers are notified sooner that work is in progress, and the team has a more organized way to balance scalability, technician focus, and learning opportunities.
From shared ownership to consistent triage
InsITe Business Solutions has been a ConnectWise partner for a decade, serving manufacturing clients across West Michigan. Before CW AI Agents, InsITe had not built its service desk around a traditional dispatcher. Help desk technicians monitored the incoming board and pulled tickets themselves. The process was practical, but it relied on individual habits. As Kevin Watson, Technical Operations Team Manager, put it, when everyone owns the same task, it is hard to know whether anyone owns it. Tickets were occasionally missed, and pickup times varied widely.
The most monumental change for us has been routing. Before ConnectWise AI Agents, ticket triage was handled by the team, creating inconsistencies and interruptions. Now, AI Agents help create a more consistent dispatch process so technicians can spend less time watching the incoming board and more time delivering value to clients.
AI Agents in the flow of the work
InsITe integrated the front-door tasks into CW AI Agents. These agents evaluate incoming tickets, identify the company and contact, determine the type and subtype, assist in setting priorities, and route or schedule the work. The most evident early improvement was increased consistency. Instead of waiting for the incoming board to notice a ticket, it is dispatched within a reliable timeframe of 8-10 minutes.
Properly labeling the ticket type and subtype fields significantly improved understanding of service desk metrics. Technicians often skipped this step before because it could be cumbersome. Now that AI Agents consistently fill them in, InsITe has better day-to-day metrics on who is working on what and where issues are landing.
What the customer sees
The consistency is also visible to clients. In InsITe's process, a customer is notified when their ticket moves to the progress stage. With AI-assisted dispatch, this usually happens within about 10 minutes. Previously, a ticket could sit for up to 20 minutes, or longer, if it slipped through while several people were juggling the same queue. InsITe describes this as a practical improvement in responsiveness.
Scalability without rebuilding dispatcher dependency
From the leadership seat, COO Jason Haveman sees scalability as the biggest payoff. Dispatch is hard to fill and even harder to share. InsITe had already tried a round-robin approach to ticket assignment, yet the workload was not always evenly distributed. This is where CW AI Agents can add more context to the process, routing familiar work to the right person based on history.
Having technology focused on ticket assignment with more intelligence than round robin has made a world of difference. As we scale, we do not have to teach the whole process of who grabs what and where things go. The AI has enough context to assign the ticket to the right person.
Better routing can build better technicians
One of InsITe's more nuanced takeaways is that unbiased routing helps people grow. In a manual process, unfamiliar or more complex requests tend to gravitate toward the strongest technician. That solves the immediate problem, but it quietly removes learning opportunities for everyone else. But growth in the technology industry comes from firsthand experience.
When tickets are assigned without human bias, more technicians get the opportunity to learn something new. If every hard problem goes to your strongest technician, everyone else loses the opportunity to develop that experience.
Secure AI inside the system of work
InsITe was already AI-forward. It gave employees enterprise Microsoft Copilot licenses early and encouraged experimentation. Leadership also saw the risk of AI use spreading into unmanaged tools. Keeping AI close to the system of work mattered. AI within CW PSA™ provides the team with a controlled, secure, and centralized place to ask questions, review ticket history, and work with service data. CW AI Assistant can answer questions a technician might otherwise have to ask another department, such as what has recently happened with a specific customer.
The value of ConnectWise AI Agents is that AI is built into the platform where our team already works. In [ConnectWise] PSA, it gives us a more controlled way to use AI with ticket history, customer context, and service workflow data instead of relying on disconnected tools.
AI-ready service habits
InsITe is confident that results depend on the data behind the agents. That insight has made better ticket hygiene part of the story. The ConnectWise Partner Success team also helped strengthen that foundation by refining configurations and best practices. It is a reminder that product value and implementation discipline are connected.
AI is only as good as the information it has access to. ConnectWise AI Agents are helping us think differently about ticket updates, documentation, configurations, and the quality of the data we put into the platform.
Looking ahead
InsITe views consistent triage and dispatch as an early, meaningful step toward a more proactive model. The next phase is deeper reporting, stronger data quality, and better use of operational patterns to get ahead of recurring issues.
ConnectWise AI Agents are helping us build the foundation for a more proactive service model. We are still on the journey to Predictive IT, but improving routing today and using operational data to identify patterns and repeat issues over time is where we see a lot of future value.
Key Takeaways
- More consistent ticket dispatch: ConnectWise AI Agents typically dispatch incoming tickets in roughly 8-10 minutes, compared with a prior process that could vary and sometimes approach 20 minutes.
- Less manual board-watching: Technicians no longer need to interrupt active work as often to monitor incoming tickets.
- Improved customer visibility: Customers are typically notified soone that their ticket is in progress.
- Better operational data: Consistent type, subtype, company, contact, and priority handling improves the quality of day-to-day metrics.
- More scalable onboarding: New team members can rely less on informal dispatch knowledge and more on system-guided routing.
- Broader technician development: Less biased ticket assignment creates more opportunities for technicians to work on unfamiliar issues.
- AI-ready service habits: Better documentation and configuration discipline help InsITe prepare for more proactive, AI-assisted service delivery.
