Introducing MSPbots Ticket QA, the first purpose-built ticket QA app for MSPs running ConnectWise Manage and Autotask PSA.
If you manage a service desk, you already know how this Friday afternoon goes.
You pull up a queue of closed tickets. You open a handful, maybe 5%, maybe 10% on a good week — scan the resolution notes, check that time entries are there, spot-check the categorization. You find a few problems. You fix what you can. You close the tab and move on, knowing you just reviewed a fraction of what actually closed.
The other 90% reviewed themselves.
This is manual ticket QA, and it’s the default process at most MSPs. It’s not broken-broken. It just doesn’t scale, doesn’t catch patterns, and doesn’t give your technicians the consistent feedback they need to improve. You’re sampling symptoms, not solving the problem.
MSPbots Ticket QA was built to change that.
What MSPbots Ticket QA Does
MSPbots Ticket QA automatically reviews every ticket the moment a technician marks it Completed in ConnectWise or Autotask — then routes failing tickets back for correction before they ever close.
Here’s the loop:
A tech sets a ticket to “Completed.” That’s the only trigger. Ticket QA starts evaluating immediately — no extra steps, no workflow changes for your team.
The AI evaluates the ticket against your QA rules. Ticket QA ships with 13 standard rules covering time entries, resolution notes, customer communication, root cause accuracy, internal documentation, and more. Every rule maps to one of five Operational Maturity Levels — Reactive, Tactical, Efficient, Effective, or World Class — the industry best practice framework for measuring and improving MSP service delivery. You can edit rules in plain language, add your own, and let the system learn from your feedback over time. Every ticket gets a pass/fail verdict tied to your team’s current maturity level.
Pass: the ticket proceeds. Fail: it bounces back with a reason. Failed tickets are written back to a “QA Failed” status in your PSA, an internal note is added with the specific issue, and the tech is notified — by email, Teams, or Slack. The status writeback is fully configurable. You control where tickets land.
The tech fixes the ticket and re-sets to Completed — Ticket QA runs again. The loop continues until the ticket passes. Managers can override with a documented reason if needed. Every round is tracked and counted toward your pass rate.
Insights surface trends, not just individual tickets. The dashboard shows your team’s current Operating Level, how long you’ve been there, pass rate broken down by OML level, and which technicians need coaching — with AI-generated recommendations built in.
What Makes Ticket QA Different: Coaching, Not Monitoring
There’s a version of ticket QA software that feels like surveillance. It ranks technicians, generates scorecards, and gives managers a wall of data to analyze. That version tends to create friction, distrust, and exactly zero improvement in ticket quality.
MSPbots Ticket QA is designed around a different outcome: coaching.
The fix-loop gives technicians immediate, specific feedback tied to your QA rules — not a performance review weeks after the fact. The Tech Profile gives managers real data to anchor 1:1 conversations, replacing gut feel with something concrete and fair. The Operating Level shows where your team stands today — Reactive, Tactical, Efficient, Effective, or World Class — and exactly which rules are blocking the next level. You can see how long you’ve been at your current level, what’s holding you back, and where to focus coaching first. Progress is visible, not just implied.
The AI generates the conclusion and the coaching action. You don’t get a dashboard and a puzzle. You get a focus.
Quality gains compound. Technicians who get consistent, rule-specific feedback improve. Better technicians produce better tickets. Better tickets reduce rework, protect revenue, and reduce churn risk — not because we said so, but because that’s what happens when you close the loop on every ticket instead of 5% of them.
Who Ticket QA Is Built For
MSPbots Ticket QA is purpose-built for MSPs with 15 to 100 technicians running ConnectWise Manage or Autotask PSA, where the Service Manager owns delivery quality day-to-day and the MSP Owner owns the P&L.
If any of these sound familiar, Ticket QA was built for your situation:
- Your CSAT scores look fine, but clients still escalate — and you can’t explain why.
- Your Service Manager spends hours on spot-checks and still misses most of what’s going wrong.
- You run 1:1s on gut feel because you don’t have reliable per-technician data.
- You’re losing billable hours to missing time entries, and you can’t catch all of it manually.
- You’ve tried hiring a QA person but couldn’t justify the cost — or couldn’t keep up with volume anyway.
- You’re chasing SOC 2 or ISO 27001 certification and need a consistent, auditable quality record.
Ticket QA is also specifically designed for MSPs with at least 500 closed tickets per month, where the AI has enough signal to surface patterns that matter. At that volume, manual QA has already broken down. MSPbots Ticket QA is where you go next.
“Think of this as hiring a dedicated Service Manager that only reviews tickets, perfectly and to your exact specifications, at a fraction of the price. Within a week we identified technicians not following proper procedure and saw which techs were exceptional.” — Valeo Networks
That’s the outcome MSPbots Ticket QA is built to deliver: visibility you didn’t have before, specific enough to act on, available in the first week.
How to Get Started
MSPbots Ticket QA connects to ConnectWise Manage or Autotask in minutes. Once connected, you set your ticket filters, enable the master switch, and have QA results on your first closed tickets in about ten minutes.
Your first trial includes 3,000 credits — enough to evaluate hundreds of tickets and see exactly what’s slipping through right now. No credit card required.
One More Thing
Manual ticket QA is not a solved problem. Most MSPs have been living with it for years — sampling 5 or 10% of tickets and calling it “good enough” because there was no better option.
There is now.
Every ticket. Every time. Coaching built in.
Start your free trial of MSPbots Ticket QA →
MSPbots Ticket QA integrates with ConnectWise Manage and Autotask PSA. For information on pricing and credits, see our pricing page →
