Currently, Assistive AI’s auto-categorization in Thread is tied to the Ticket Type setting in Halo PSA. If a Ticket Type is ignored in settings, categorization is disabled as well. It would be great to allow categorization to run independently while respecting the existing Ticket Type assigned by Halo PSA.
Benefits:
•Greater workflow flexibility for MSPs using Halo PSA and Thread.
•Prevents AI from altering Ticket Type routing logic while still leveraging its ability to classify the request content.
•Supports cleaner automation flows and avoids conflicts with PSA-assigned ticket types.