Introducing Ticket Sentiment Analysis

When handling tickets, minutes matter. Whether the issue is mission-critical or it’s just causing a high amount of frustration, knowing what tickets to prioritize can be essential.

With Ticket Sentiment Analysis, Syncro provides Team Plan users even more ability to prioritize tickets and even trigger smart automations that get tickets to the right places automatically without intervention.

Prioritize with Ticket Sentiment Analysis

Ticket Sentiment Analysis is the latest addition to Syncro’s Smart Ticket Management toolset, a selection of features that help Syncro users automate the most time-consuming and repetitive parts of ticket management.

This new team plan beta feature scans incoming tickets and assigns positive, negative, or neutral sentiment to the ticket communication.

At the ticket level, this update adds the field “Comment Sentiment” to the ticket, within the AI Info section.

Within customer communications, this update adds an emoji representing that message’s sentiment.

 

Triggering Sentiment-Based Automations

Ticket Sentiment Analysis helps you manage tickets with negative sentiment automatically, letting you trigger automations that get the highest priority tickets solved faster.

This update adds the new automation type “Ticket AI Comment Sentiment is Negative”, letting you mark the ticket as high priority, re-assign it to a specific technician, send an automated email reply, and more, completely automatically.

If you have any questions about Ticket Sentiment Analysis, click here. To learn more about Smart Ticket Management, click here. Ticket Sentiment Analysis is currently in beta, as with any AI model, results improve over time with more data, and analysis accuracy will be improving as more tickets are analyzed in the coming weeks.

Syncro is committed to building a combined RMM and PSA that meets the needs of modern MSPs. To see our product roadmap click here.

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