Every MSP Has Its Own Processes

We all heard the benefits of automating ticket dispatch — fast and consistent classification. Good dispatch automation drives faster ticket response time and higher quality operational insights. So what is stopping MSPs from handing over the responsibility to Artificial Intelligence?

The short answer is: Business Complexity. Every MSP has its own way of dispatching tickets. Different clients, different SLAs, different queues, different escalation paths. No two MSPs route tickets the same way — even two technicians inside the same team don’t always do it the same.

Model Your Business Process In Natural Language

On the spectrum of “intelligence”, there is fully autonomous AI agent that resolves tickets on one end, and the fully static low-code workflow builder on the other end. The autonomous agent is powerful but not deterministic. Low code workflow builder is deterministic yet difficult to manage. 

Bumblebee offers a middle ground that preserves a level of determinism while incorporating a configurable level of intelligence. It gives you the capability to model your business process as a workflow, while allowing you to give natural language instructions to carry out each step. 

Let’s take a look at a Bumblebee workflow that automates ticket dispatch in AutoTask:

The workflow is broken down into 4 steps:

1. Ticket & company lookup — gather all relevant ticket fields, pull associated company metadata, and prepare the context for dispatch decisions.

2. Ticket category & priority assignment — classify the ticket using your MSP’s language, and set an appropriate priority based on the content and your SLA rules.

3. Determine ticket level (L1 vs. L2) — evaluate scope, severity, and technical depth to decide whether the ticket belongs to first-line or second-line support.

4. Assign to users & dispatch to the correct queue — select the best technician or group, then send the ticket into the right AutoTask queue with a clear reasoning trail.

Each step is transparent, editable, and structured the way you run your help desk.

Further Customization

Edge cases are inevitable: VIP users, outages, legacy clients, or one-off contract provisions.Instead of rewriting the workflow, Bumblebee lets you simply append an instruction such as: “If the client is Contoso and the ticket contains the phrase ‘VPN down’, always escalate to Tier 2.”

Your workflow remains clean. Your rules stay deterministic. And your dispatch process becomes something you can refine continuously — without rebuilding anything.