Read the request
Match the requester to their account and pull the affected system, device state, and recent history from your connected tools. Record it on the ticket.
Turn vague requests into work-ready tickets with AI ticket triage for MSPs
“Computer log in issues” could mean anything. Rallied reads the client’s live systems to find out what actually broke, then routes a ticket your tech can act on, with the priority your rules call for and the diagnosis already written. When it’s allowed to run the fix, it keeps going and closes the ticket.
How it works
AI ticket routing only works when the ticket shows up with the facts a technician needs. Rallied puts those facts on the ticket, and when the fix is one it’s allowed to run, it keeps going.
- Fill in the missing detail.
- Matches the requester to their account and reads Microsoft 365, the RMM, and recent ticket history, so the facts land on the ticket without anyone chasing the end user.
- Classify priority and type.
- Sets priority and issue type by the rules your MSP set for each client, the same policy your dispatch team follows.
- Read the client instructions.
- Pulls the client’s IT Glue or Hudu documentation onto the ticket, so the tech sees the client’s rule next to the diagnosis.
- Route with the full picture.
- Sends the diagnosis, category, and next step to the right board or technician, and everything it found stays on the ticket through the handoff.
From vague request to the right next step
Rallied works through the evidence before choosing a route. Your rules decide what counts as urgent and where the ticket belongs.
Apply your rules
Categorize priority and issue type by the rules your MSP set, including any exceptions for that client.
Pull client context
Read the client’s IT Glue or Hudu instructions and attach them to the diagnosis, so the next person can see why the ticket went where it did.
Route or resolve
Send a work-ready ticket to the right queue, or run the fix when it’s allowed to. Either way, the result lands back in the PSA.