IT services · New Zealand
An AI assistant over 87,000 old support tickets
An IT services company turned years of resolved tickets and docs into answers its engineers can search and chat with.
87,000+
historical tickets processed
1,700+
knowledge documents built from them
Years
of support history made searchable
The problem
The answer to most new tickets was already in an old one. But it was buried in years of ConnectWise notes and IT Glue docs, and only the engineers who had been around long enough knew where to look.
What I built
A pipeline that pulled more than 87,000 historical tickets across hundreds of client companies, classified them, grouped similar ones, and wrote over 1,700 knowledge documents from the clusters. IT Glue docs were converted, split and embedded the same way, ready for search (RAG).
On top sits an internal chatbot that uses MCP to talk to ConnectWise directly. Engineers can list their tickets, read notes, add time and close tickets with a resolution, all from a chat window. It signs in with Microsoft and only staff accounts get in.
The result
Engineers ask a question and get the fix that worked last time, with the tickets it came from. Routine ticket admin happens in one chat window.