The frontier AI for IT work
The frontier AI for IT work
Every ticket classified, routed and prioritised the moment it lands. Before a technician opens it, the ticket already carries its work type, its queue, its priority, its requester identity and the context needed to work it.
Resolution autonomy is something you grant one ticket category at a time. Triage isn't. It reads and labels, it doesn't change anything in a tenant, and it runs on 100% of inbound volume from the first day — including categories where you have set resolution to off.
That makes triage the safest place for a sceptical MSP to start.
You get a full month of classified, routed, correctly prioritised tickets before you decide whether to let Theo execute anything. The classification data is also what tells you which categories to grant autonomy on first.
Triage reads the ticket and writes back to the PSA record. It does not touch identity, mail, licensing or devices.
Firewall migrations, project work, billing queries — all classified and routed, none of them candidates for resolution.
Theo routes into the queues and boards you already run. It doesn't ask you to restructure the PSA first.
A technician can reclassify in one click. The correction is recorded, and it is visible in the audit trail alongside every other action.
Theo classifies against 17 domains and 142 work types — the published taxonomy of what MSPs actually do. "Email issue" is not a class. "Mailbox quota exceeded" is.
Each ticket lands in one of 17 domains and one of 142 work types. The taxonomy has explicit rules for the boundary cases, so a mailbox permission request doesn't drift between identity and email depending on how it was worded.
Classification is stable across channel and phrasing. The same underlying problem reported by phone, by email and through a portal form gets the same work type, which is what makes category-level reporting mean anything.
Once volume is classified consistently you can see what your desk actually spends its week on, per client and per work type. That is the input to every autonomy decision that follows.
The taxonomy is published. Read A Taxonomy for MSP IT Work for the full domain and work-type catalogue and the classification rules.
Each one runs on every ticket, in the same order, in seconds.
Domain and work type from the 17/142 taxonomy, plus a confidence level. Low-confidence tickets are flagged for a human rather than guessed at.
A display name in a ticket body is not an identity. Theo matches the requester to a real user in the client's tenant and to a contact on the account, and flags the ticket when it can't.
Into the boards you already run, using your own routing rules per client. Project work goes to project, security goes to security, L1 volume goes to L1.
Priority from the work type, the client's contract and the actual business impact described in the ticket — not from whichever radio button the requester happened to pick.
Four tickets about the same outage get linked instead of worked four times. Recurrence against the same user or device in the last 30 days is surfaced on the ticket.
Theo marks the ticket as something the AI Technician can take end-to-end, something that needs supervised execution, or something that belongs to a human from the start. Your autonomy grid decides what happens next.
The point of triage is that the first thirty seconds of a technician's work is already done. This is what is attached to the PSA record.
Domain, work type, confidence level, and the reason the class was chosen when the ticket was ambiguous.
Resolved user principal name, client account, department and manager, plus whether the requester is authorised to ask for what they asked for.
Target queue or board, assigned priority, SLA target and the contract terms that produced it.
Links to open tickets covering the same incident, and to the same problem resolved for this user or device before.
The relevant IT Glue or Hudu article for this client and this work type, with the client-specific exceptions called out rather than left to be found.
Where relevant: the requester's device, its compliance and patch state from Datto RMM or NinjaOne, and licence headroom on the client's tenant.
Triage decides whether a ticket is a candidate for the AI Technician. It does not decide whether Theo is allowed to act on it — that is your autonomy grid, per ticket category and per client.
Book 30 minutes. We'll look at your actual ticket mix, show you how it classifies against the taxonomy, and tell you which categories are worth granting autonomy on first.