Good morning 👋
Open Tickets
14
↑ 3 since yesterday
Resolved Today
8
AI resolved 5 of 8
Billable Hours
6.5
82% realization rate
Critical
2
Needs immediate action
Recent Tickets
User locked out — MFA failure
Outlook not syncing on MacBook
Backup job failed — Unitrends
New employee onboarding — M365
AI Activity
Ticket enriched — #AT-4821 linked to IT Glue, Datto, ThreatDown
2 min ago
Password reset — Summit Law via Graph API. Time entry pending.
18 min ago
Approval needed — Outlook fix proposal sent to Slack
47 min ago
SOP updated — Unitrends Backup Failure rule revised in IT Glue
1h ago
AI Agent
Claude-powered IT operations assistant
MFA lockout — Acme Corp
Outlook sync issue
Backup failure
GenDesk AI
Claude Sonnet · Approval Mode
Projects
Shared team workspaces
📁
Acme Corp Migration
M365 Migration
8 tickets3 open
AW
JD
🔒
Security Audit Q2
GenTeks Internal
5 tickets2 open
AW
SK
Rules Engine
Instructions the AI reads before every task
Autotask
Never close a ticket without a time entry. Always present a draft time entry to the technician for approval before posting.
IT Glue
Always follow naming convention: [Client] — SOP — [Topic]. Never deviate when creating or updating documentation.
M365
Always verify user license status before resetting passwords or modifying MFA settings.
General
Default to Approval Mode. Only act autonomously when technician explicitly says "go ahead". Always check IT Glue first.
Datto
⏳ Pending — Jake D: "When backup fails 2+ times, auto-create Autotask ticket with Unitrends portal link."
M365
⏳ Pending — Mike R: "Always CC client primary contact when resolving M365 tickets."
Automation
Scheduled scripts and cron jobs
autotask_ticket_enrichment.py
Enriches new tickets with IT Glue, Datto, ThreatDown links
Every 5 min
goto_sms_monitor_v2.py
Monitors GoTo SMS for Vegas & Denver, alerts to Slack
Every 5 min
email_automation.py
Processes unread emails based on email_rules.json
Every 15 min
run_email_audit.sh
AI audit of email folders, updates email_rules.json
Tue 6am, Fri 6pm
autotask_realization_rate.py
Daily billable hours report posted to Slack
Daily 7am PST
autotask_weekly_report.py
Weekly closed ticket report posted to Slack as PDF
Mon 7am PST
Integrations
Connect your tools — fill in credentials, then enable to test and activate
Select an integration to configure
Users
Manage technician access and integration mapping
All Users
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