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Stamping

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What is Stamping and why use it?​

Stamping allows you to automatically categorize your incoming tickets with your PSA's classifications. Based on the content of the ticket (subject/body), Pia will classify the ticket and stamp the ticket to match your PSA's. Stamping allows you to match AI Classifications (Pia’s native, or your custom ones) to your PSA’s ticket categories.

Different companies use different terms to categorize the same tasks. An example of this is the terminology used for Staff Onboarding, some MSPs may refer to this as New Hire, Onboarding or New Starter, therefore, this can be stamped to match Pia’s Classification of New Staff: Service Request|Staff Changes|New Staff.

Your business may use: Service Ticket|User Profile|Onboarding.

MSPs can benefit from automating part of the triage process in categorizing your tickets.

How Stamping helps MSPs​

Pia will be able to automatically populate the Ticket Classifications to save your staff time in triaging tickets. It works with your PSA to populate the Category Names that you use in your PSA. Think of Mapping Sets Stamps as your automated translator.

Category Levels & Values​

All Category Levels will match the options available as used in your PSA, and Pia will stamp them according to your PSA's values.

SoftwareCategory LevelsCategory Values
Pia Field Name 1|Field Name 2|Field Name 3 Field Value 1|Field Value 2|Field Value 3
ConnectWiseType|Subtype|ItemType Value|Subtype Value|Item Value
AutoTaskTicket Type|Issue Type|Sub Issue TypeTicket Type Value|Issue Type Value|Sub Issue Type Value
HaloPSACategory 1|Category 2|Category 3Category 1 Name|Category 2 Name|Category 3 Name

 "When Pia's AI Classifies a ticket as" Service Request|Staff Changes|New Staff
 Stamp Ticket in your PSA as Service Ticket|User Profile|Onboarding"

Configuring Stamping​

Important

Stamping will not be active unless you enable Triage. To do this, refer to Ticket Ingestion.

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Stamping is configured per board and enabled per classification.

  1. Open the Pia portal, navigate to AI Triage (Dashboard).
  2. Then go to the Stamping Tab.
  3. Select a Board... from the dropdown menu.
  • When using this table, read the columns in a left to right fashion: “When Pia’s AI Classifies A Ticket As” the Classifications listed in this column will include all classifications (Pia native and your custom ones), “Stamp Ticket In Your PSA As” will allow you to stamp the tickets to match the Classifications to your PSA’s.
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You will see an icon beside the classification for User-Defined Classifications, if any.

  1. To edit a Stamp, refer to the Stamp Status toggle and click YES to enable.

  2. Then use the Dropdowns under each category. alt text

  3. Save your changes or Close to cancel.

Setting up Confidence Level​

Setting the Confidence level for stamping will allow you to define the minimum confidence level Pia needs to accurately classify (stamp) tickets before they are triaged.

  • Click on the Settings Icon located at the top right corner. The pop-up displayed will give you 3 options:

    • Low
    • Medium
    • High

  • Select the confidence level as per your requirement so that any ticket below the selected threshold will not be stamped.

Disabling Stamping​

Stamps cannot be deleted, but they can be disabled by toggling NO for each stamp you wish to disable. alt text