Product
Service intelligence layer for MSPs with an existing PSA
TicketBridge adds customer portal, AI intake, triage, routing recommendations, copilot, runbooks, ticket visibility, and service desk intelligence on top of the service system you already run.
AI-Assisted Request Intake
Structure requests before they reach a technician
Clients and internal users describe issues in plain language. TicketBridge gathers urgency, impact, affected users, systems, location, and troubleshooting steps—then produces an escalation-ready draft for your PSA queue.
- Guided intake that fills missing context before dispatch
- Captures urgency, impact, users, systems, location, and steps tried
- Grounded in ticket history, customer data, and published runbooks
- Reduces back-and-forth before work is assigned in your PSA
- Works through the customer portal and internal intake flows
Request intake
Guided conversation
Escalation-ready draft · ready for desk review
Operational Copilot
Ask your service desk questions in plain language
Service managers and senior technicians ask about tickets, customers, queue health, recurring issues, and runbooks—grounded in your workspace data, not generic chat responses.
- Questions about tickets, customers, queue health, and recurring issues
- Answers grounded in workspace tickets, customers, and runbooks
- Useful for service managers, CSMs, and technical leads
- Runbook and historical context included when available
- Copilot assists review—it does not replace PSA ticket workflows
Operational copilot
Grounded in your workspace
Queue summary
Acme Corp (4), Northwind (2), and Contoso (2) account for most priority-one volume. Two recurring themes: VPN auth and M365 sync.
Ticket Triage
Review unassigned work with better context
TicketBridge evaluates unassigned tickets against priority, company, board, age, status, and workload—then surfaces routing recommendations your team can approve before dispatch.
- Focuses on unassigned tickets that need attention
- Evaluates priority, company, board, age, status, and workload
- Technician recommendations based on skill, workload, and customer context
- Helps service leaders validate assignment quality
- Less manual queue review and fewer misrouted tickets
Unassigned queue · recommendation
#10482 · Exchange mailbox not syncing
Priority 2 · Contoso · Board: Service · Age: 2h
Alex M.
M365 specialty · light load
Jordan K.
Strong skills · moderate load
Suggestions for review before dispatch
Routing Recommendations
Match work to technician fit
Route tickets using a technician skill matrix plus business unit, branch, specialty, dedicated customer, and resident tech rules—so recommendations point to people who can resolve the work.
- Technician matrix with scored skills by specialty area
- Business unit, branch, and specialty-aware matching
- Dedicated customer and resident tech considerations
- Workload signals to avoid overloading the same people
- Recommendations your team approves before PSA dispatch
Skill matrix
0–5 scoring by area
KB & Runbook Generation
Turn resolved PSA work into reusable knowledge
Capture repeatable fixes from closed tickets and technician expertise. Published runbooks strengthen AI intake, triage, routing, and copilot on the next similar issue.
- Draft runbooks from closed-ticket patterns
- Review and publish team-approved articles
- Ground intake, triage, and copilot with trusted knowledge
- Reduce knowledge loss when technicians change roles or leave
- Runbooks stay tied to the service intelligence layer
Runbook from closed work
Ticket #10301 · VPN authentication failures
- 1.Verify identity provider status
- 2.Reset MFA for affected users
- 3.Validate split-tunnel policy
Available to intake and copilot on next match
Customer Support Portal
Give clients a portal for requests and ticket visibility
Customer users get a scoped portal to submit requests, see open tickets, and follow recent activity. Your team keeps control of routing, visibility, and how work enters the PSA.
- Company-scoped portal for each customer organization
- Get-help flow with AI-assisted request intake
- Open ticket visibility and recent activity for clients
- Role-aware access for portal admins, managers, and users
- Admin preview so your team validates the client experience
Customer portal
Acme Corp · portal user
Role-aware access · admin preview available