I've seen this before

"I've seen a ticket like this a dozen times, where did I last see this?"

"Is this the same laptop that had a hard drive issue last month?"

"Didn't this client just report a login problem two weeks ago?"

If you've worked a technician job, these stories are not new to you. Manually digging through your PSA for past tickets is a time-consuming chore that kills productivity and delays resolutions.

Repeat work isn't just an annoyance; it's a drain on your MSP's resources. Every minute a technician spends searching for historical context is a minute not spent on billable work. But what if you could get the complete history of an issue, automatically, the second a ticket comes in?

From Browsers Tab to Teams Channel

Using an AI assistant like Bumblebee, you can investigate tickets on-demand directly from Microsoft Teams. Instead of digging through the PSA tabs ticket by ticket, you can simply ask the AI to do the heavy lifting and post its findings as a comment.

The video encapsulates how a technician interacts with Bumblebee:

1. Ask in Plain English: The technician opens a channel in Microsoft Teams and asks a simple question: "Help me analyze this ticket. Is there any repeat work done for ticket with id 98109382?"

2. Bumblebee Gets to Work: The AI instantly scans previous tickets associated with the same customer and device. It identifies related interventions, such as component replacements, warranty follow-ups, and similar hardware issues.

3. Receive a Clear Summary: In seconds, Bumblebee replies directly in the Teams thread with a concise, easy-to-read table. This summary includes previous ticket numbers, a synopsis of the problem, and the work that was performed.

4. Context Where You Need It: The most powerful feature is that Bumblebee automatically posts this analysis as a comment directly on the live ticket in your PSA. The comment, titled "REPEAT WORK ANALYSIS" becomes a permanent part of the ticket's record.

Under the hood, Bumblebee integrates with your PSA via direct API integrations. Bumblebee is configurable and can learn your rules of what is considered “repeat work”. It adapts to your tools and processes over time.

How to Automate Repeat Work Analysis for Every Ticket

The real power of this system comes from full automation. Instead of manually asking for an ad-hoc analysis, you can build a workflow that automatically analyzes every new ticket and notifies your team with the results. Many PSAs use webhooks to send out real-time alerts, and we can use Microsoft Power Automate to "catch" these alerts and orchestrate our entire workflow. We will share more about how to configure Power Automate in a future blog.