MSP ticket routing
MSPs often handle high-volume, multi-client ticket streams where manual triage causes misroutes and reassignments.
Typical environment
- Many queues/teams across service lines
- Different playbooks by client or contract
- Intake from email, portal, monitoring alerts
Why the current process fails
- Triage depends on a few experienced staff
- Labels and categories drift over time
- Reassignments multiply during spikes
How Clarity helps
Clarity Routing improves time-to-first-assignment by:
- Learning from your historical labeled tickets
- Using retrieval to ground decisions in real prior cases
- Returning a routing decision with confidence and alternatives
Metrics that matter
- Top-1 routing accuracy
- Reassignment (misroute) reduction
- % auto-routable above threshold
- Time-to-first-assignment reduction
Pilot fit
An MSP pilot typically targets:
- One high-volume stream (e.g., email intake)
- A defined set of categories/queues
- Shadow mode validation before any write-back