Making GPT Useful in a PSA
Most MSP engineers have used ChatGPT at some point, whether for troubleshooting a tricky issue or drafting an email. The problem is context switching: copying ticket details into a browser tab, waiting for a response, pasting it back. It works, but it's clunky.
The real value comes when GPT is built into the tools engineers already use. Inside ConnectWise, that means accessing AI without leaving the ticket screen.
What GPT Is Good At
GPT (the technology behind ChatGPT) is a Large Language Model built by OpenAI. In practical terms, it's good at:
- Answering technical questions
- Writing and rewriting text
- Summarising long blocks of information
- Giving step-by-step instructions
- Suggesting approaches to problems
For MSPs, this covers a lot of the daily grind: reading through ticket histories, writing customer updates, documenting what was done, and figuring out what to try next.
How This Works Inside ConnectWise
Summarising Long Tickets
Instead of reading 20 notes, engineers get a clean summary in seconds. Anyone jumping into a ticket gets up to speed immediately.
Suggesting Fixes
Describe the issue and the AI suggests likely solutions based on the ticket content. Particularly useful for junior engineers or when you're stuck on something unfamiliar.
Rewriting for Customers
Technical fixes rarely make sense to clients. GPT can turn an internal note into a clear, professional update in one click.
Generating Job Notes
Convert messy notes into structured summaries for internal use or client-facing reports. To-do lists can be built from suggested fixes or added manually.
Troubleshooting Without Switching Tabs
Need to know which ports RDP uses, or how to migrate a mailbox from 365 to Gmail? Ask directly inside the ticket. No browser tabs, no copying and pasting.
How Insights Implements This
Insights puts all of this inside ConnectWise as a pod that sits alongside the ticket. Engineers get:
- A GPT query tool that works in context, right inside the ticket
- One-click ticket summaries
- Suggested fixes based on the ticket content
- Customer-ready rewrites of technical notes
- Auto-generated step-by-step guides
- Formatted job notes and to-do lists
- A secure password generator
Data Privacy
A fair concern. Insights uses the OpenAI business API, which does not use your data to train future models. Client information stays private.
The Short Version
GPT is genuinely useful for MSP engineers, but only when it's wired into ConnectWise properly. Copying and pasting between browser tabs doesn't scale. Having it built into the ticket screen, with one-click access to summaries, fixes, and customer-ready writing, does.
Try Insights free for two weeks and see the difference on your first ticket.