J
Josh Campbell
When Voice AI creates a ticket in ConnectWise, whether from an Overflow agent or the Attendant in Advanced AI mode, the ticket comes in with only a summary. Everything the agent collected from the caller goes in as an internal note, and the Initial Description is left empty. Thread support confirmed this is expected behavior and there's no setting to change it.
That doesn't fit how ConnectWise is used. The Initial Description is the ticket's intake record. When it's left empty, the first email we send to the customer becomes the Initial Description, so the top of the ticket shows our reply instead of the caller's issue. Techs opening the ticket have to dig through internal notes to find out what the caller actually reported.
Both agents already do intake by asking the caller what the issue is, so the information exists. It just lands in the wrong field.
Requested change, configurable per agent:
  1. Write an AI-generated intake summary of the caller's issue and their answers to the intake questions into the Initial Description when the ticket is created.
  2. Keep the call recap and transcript link as an internal note, as it works today.
This would make Voice AI tickets match tickets created any other way, with the caller's issue at the top where techs expect to find it.