AI Ticket QA | MSPBots

Now Generally Available

Stop Losing Time, Money, and Clients to Bad Tickets

Ticket QA automatically evaluates every ticket when it hits “Completed” — scoring it, sending it back if it fails, and coaching your team to improve over time.

The Problem

Bad tickets are a silent profit killer

Manual QA is slow, inconsistent, and rarely done. Here’s what that costs you.

Wrong Billing

Misapplied agreements, wrong work types, missing time entries — revenue leaks silently.

Slower Resolution

Engineers lose context, escalate unnecessarily, or redo work that was already done.

Reopened Tickets

Tickets close too early. Clients reopen them frustrated. CSAT tanks.

Same Mistakes

Technicians keep failing the same rules because no one has time to give structured feedback.

How It Works

One loop. Zero manual review.

TQA plugs into your PSA and runs automatically — no workflow changes needed for your techs.

01 Tech sets ticket to "Completed" in your PSA

That’s the only trigger. TQA begins evaluating immediately — no additional steps required from your team.

02 AI evaluates the ticket against your QA rules

Checks time entries, documentation quality, root cause accuracy, client verification, and your custom SOP rules. Produces an OML maturity rating for the ticket — based on which rules passed at each level.

03 Pass: ticket proceeds. Fail: it bounces back with reasons.

Failing tickets get written back to your configured ‘QA Failed’ status. Status writeback is fully configurable in Settings — you decide which statuses TQA writes back.

04 Tech fixes and re-sets to Completed — QA runs again

The loop repeats until the ticket passes. Managers can override with a documented reason if needed. Every round is tracked and counted toward your pass rate.

05 Insights surface trends, not just individual tickets

Weekly and monthly reports show your team’s Operating Level, first-pass rate, which rules are failing most, and which techs need coaching — with AI-generated recommendations.

The Framework

Know where your team stands — and what it takes to move up

AI Ticket QA is built around the Operational Maturity Ladder (OML) — a five-stage framework used across the MSP industry to measure service desk performance.

Level	Name	What it means
5	World Class	Peak operational performance.
4	Effective	Proactive. Client outcomes are verified.
3	Efficient	Consistent workflows. Good documentation.
2	Tactical	Getting organized. Basic ticket hygiene.
1	Reactive	Putting out fires. No consistent process.

* Every QA rule is tied to an OML level. Your team earns their way to the next level by consistently passing all the rules at their current one. The dashboard shows your current level, your streak, and exactly which rules are blocking your progress.

Dashboard

Your team's quality, at a glance

The Dashboard tells you where you are today and what to fix first — no digging required.

Efficient

OML 3 / 5

Your team is at OML 3 Efficient for 22 days, up from Tactical

ⓘ How OML works

"Standardized workflows, lifecycle/status discipline, consistent client communication, dispatch/scheduling, measurable productivity."

Reactive Tactical Efficient Effective World Class Today (evaluating)

May 10 May 17 May 24 May 31 Jun 8

Path to Next Level

L3 Efficient → L4 Effective · 2 of 2 rules blocking · 58% rolling

Hide details ▲

L3 Efficient → L4 Effective

Your rolling 14-day L4 pass rate is 58%.

LAST 30 DAYS

L2 (8d) → L3 (22d) ← current

BLOCKING RULES AT L4

Cause or symptoms documented

57%

46 fails

Client confirmed resolution

57%

46 fails

Closest rule needs +27pp. These 2 rules are the highest‑leverage things to coach this week.

CONFIDENCE

109 tickets evaluated, last 14 days.

Tenant-wide rollup · updated once a day (last refresh: Jun 7)

Features

Know your team's quality without reviewing a single ticket

TQA does the reviewing. You get the clarity — who’s excelling, who’s slipping, and exactly what to fix.

🚦

Know where your team stands every morning

Aligned with Service Leadership OML — the industry’s maturity ladder for MSP service operations: Reactive / Tactical / Efficient / Effective / World Class — updates in real time based on pass rate. No report to pull. No spreadsheet to build. You’re seeing your team on the framework you already know.

⚡

Act on failing tickets before they become problems

Every ticket that fails QA lands in your Needs Attention queue, sorted by severity. Override it, remind the tech, or escalate — all without leaving TQA or touching the PSA yourself.

🎯

Run better 1:1s with data, not gut feel

Every tech gets a profile showing their pass rate trend, weakest rules, and recent failures. Walk into coaching conversations knowing exactly what to address — and track whether it’s working.

📋

Set the standard once, enforce it automatically

Modify any rule’s parameters, prompt, or scope to fit your SOP. All changes are version-controlled, fully reversible, and tenant-scoped. TQA applies your standard to every ticket, every time — no one slips through.

🧠

Make the AI smarter as you use it

Disagree with a QA result? Say so. TQA learns from every correction and surfaces new rules for your review. Your team trains the AI — the AI trains your team.

🔄

Close the loop without chasing anyone

When a ticket fails, TQA writes back to PSA, notifies the tech, and re-evaluates automatically once they fix it. Managers get alerted if it drags. The whole cycle runs without you in the middle.

Who It's For

Built for your whole team

Service Manager

Daily user

Handle Needs Attention every morning. Review Insights weekly. Use Tech Profiles for 1:1s. TQA is your second set of eyes — one that never sleeps.

MSP Owner

Executive overview

Monthly review of Operating Level trends. Check if the team hit Strategic. No need to dig into individual tickets — the number tells the story.

QA Analyst

Rule accuracy guardian

Weekly By-Rule review to validate AI accuracy. Approve or reject AI-learned rules. Create Custom Rules for your unique SOP requirements.

Technician

Passive recipient

Receive a PSA note or Teams/Slack ping when a ticket fails QA. See exactly which rules failed and why. Fix it, re-set to Completed, done.

What MSPs Are Saying

Real results from real teams

“We were covering maybe 10% of our tickets at best — QA was the first thing to fall to the side. Now we have a way of auditing 100% of our tickets. Being able to teach the rule and evolve it over time is comforting. We’re able to identify trends and fix issues much faster.”

Valeo Networks

Erik Svendsen

What inconsistent ticket QA is costing your MSP

Every unchecked ticket is paying someone — usually you. Adjust the numbers below and see exactly how much.

Start improving ticket quality today

Try TQA free with 3,000 credits. No credit card required.

Start Your AI Ticket App Trial Today