OpenAI Ticket Sentiment Analysis for Connectwise Manage

Introduction

Analyzing the sentiment or overall tone of a ticket summary allows for the added layer of priority, especially if an MSP has multiple tickets from customers in a day. By returning and alerting techs directly or via messages in chat channels persons can be aware that a ticket has come in with a negative sentiment so they can choose to prioritize and work on the ticket immediately.

Sentiment is generated through the OpenAI integration using specific prompts and returns if a ticket's summary is 1. Slightly Negative; 2. Negative; and 3. Very Negative.

To Start Using OpenAI Sentiment Bot

1. Setup OpenAI Integration (link), choose a billing limit, and complete the API integration setup with MSPbots.
   
   
   
   
2. Once the OpenAI integration is completed and verified, navigate to the Bots section in the MSPbots app and search for OpenAI Ticket Sentiment Bot.
   
   
   
   
   
3. Clone the template bot which will automatically add it to your custom ('My Bots') profile.
   
   
   
   
   
4. Go into the 'My Bots' tab and click on the OpenAI Ticket Sentiment bot to open. Click on the Design Tab:
   
   

Bot Settings and Filters

You can customize filters for Specific Ticket Types, Boards, or Status, and others on the Data Filter (2nd) bot block,

The default filters for tickets that would qualify to be analyzed for sentiment are as follows:

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       Other possible filters include: UID, Company Name, Owner, Minutes in Progress, Priority, or Ticket Type and Sub Types. You can add and remove custom filters using  the and buttons.

        7.  The OpenAI bot block contains the settings and prompt for OpenAI to return sentiment on the ticket summary. The settings below can allow the model to be fine-tuned with their functions and purposed described as: