Ticket Triage Should Be Automated

As MSPs grow, ticket triage becomes a real burden. Someone must review every ticket, assign the right board, set priorities, and route work correctly. Many teams eventually dedicate a full-time technician to this—raising cost and adding human inconsistency.

Larger MSPs can afford specialized ticket triage tools. Smaller MSPs often can’t. That’s where Bumblebee helps - allowing you to simplify describe your triage process instead of going through the expensive process of training an AI on your data. Bumblebee turns those instructions into a working workflow—consistent, fast, and built around your SOPs.

Build a Ticket Triage Workflow

Here’s what it looks like after a few short back-and-forths with Bumblebee:

You describe the business process — how you want certain issues routed, which clients require special handling, what qualifies as urgent, what board a ticket should land on, and so on. Then, let Bumblebee get to work and assemble the workflow on your behalf.

Under the hood, Bumblebee understands a Domain-Specific Language (DSL) designed for workflow definitions. It converts your plain-English rules into executable workflows. The process does not involve any training of AI model. Just your process translated into automation.

Testing the Workflow

Once the workflow is generated, you can validate it instantly using the Run Workflow tab. This lets you:

• Drop in a sample ticket

• Run the workflow end-to-end

• Watch the decision path

• Debug unexpected behavior

• Iterate quickly without touching production

If you hit an edge case — maybe a VIP client, a tricky alert category, or an exception that only happens once a month — you can simply update your instructions or add a new conditional node. Bumblebee instantly rewires the logic for you.

The Promised Land: SOP to Workflow

Most MSPs already have many business processes documented in a documentation platform. Now I challenge you to paste that SOP directly into Bumblebee. Watch Bumblebee analyze the text, identify decision points, and build a workflow that mirrors your real process. After a few iterations, you’ll have an automated workflow that replaces repetitive manual work.