How ticket analysis works

When QuantumOps analyses a ticket, what the analysis produces, why a ticket can be left out, and what to check when analysis looks stuck.

Written By Chris Scaminaci

Last updated About 2 hours ago

QuantumOps analyses tickets on its own. HaloPSA tells QuantumOps when something happens to a ticket. QuantumOps then reads the ticket and its conversation, produces its analysis and shows the results on the pages listed below. You do not start or schedule anything. This page explains what starts an analysis, what it produces, why a ticket can be left out and what to check when something looks stuck.

Technicians and managers read the results. Administrators control the settings this page mentions.

What starts an analysis

HaloPSA sends QuantumOps a message for each of four events. QuantumOps checks the signature on every message and ignores one that fails the check. The messages are set up when an administrator finishes the setup wizard.

When this happens in HaloPSA	What QuantumOps does
A ticket is created	Starts a full analysis. When Q-Director triage assist is on, QuantumOps triages the ticket first and starts the full analysis after triage, when HaloPSA reports the triage update.
A ticket is updated	Scores the customer's latest visible message for sentiment, then runs a full analysis unless one finished less than two hours ago. In that case a lighter refresh, the incremental refresh shown as AI Incremental Refresh in the ticket timeline, brings the summary, health, resolution paths and stale check up to date. A closed ticket gets no new full analysis.
A customer e-mails	Scores sentiment and tonality on that e-mail and runs the lighter refresh.
A ticket is closed	Marks the ticket closed. A ticket that was never analysed is analysed first. When categorisation on closure is switched on, QuantumOps sets the categories. A final refresh adds a Ticket Closed event to the timeline.

Some analysis does not wait for HaloPSA. A background scan rechecks open tickets for staleness (see Stale ticket detection). You can also run Reprocess Ticket or Sanity Check on a row on Home, or Re-Process Ticket on the Ticket Dashboard in HaloPSA.

HaloPSA often sends several messages for one change. QuantumOps ignores a repeat: it does not start a refresh within five minutes of the last one, except at closure, and it does not score the same message twice.

What an analysis produces

Output	What it is	Where you see it
Summary and AI analysis	A short account of the ticket and what has happened	Ticket details dialog, Ticket Dashboard
Health and stale flag	A health score, and whether the ticket has gone quiet	Status and Stale columns on Home, Stale ticket detection
Sentiment and tonality	Two scores out of 10, with alerts	Sentiment and tonality alerts
Category and resolution category	Only when Q-Director ticket categorisation is on	What QuantumOps writes into HaloPSA
Research	Similar tickets, documentation, web results and a recommended solution	Sherlock research, What QuantumOps writes into HaloPSA
Sanity score	How closely two analyses of the ticket agree	Ticket details, sentiment and sanity scores
Resolution paths	Step-by-step ways to resolve the ticket	Agent Assist
Support memory	Facts learned from the ticket for later tickets	Support memory
Estimates	Time estimates from your ticket history, used when dispatching and scheduling	Dispatch workflow and scheduling settings

QuantumOps also indexes each ticket so that research on later tickets can find it as a similar ticket.

What the analysis reads

E-mail bodies are cleaned first. Before the AI reads a message, QuantumOps removes signatures and contact blocks, quoted earlier replies, confidentiality footers, "sent from my phone" lines and booking links. A forwarded message and a very short reply keep their quoted text. QuantumOps and HaloPSA keep the original text unchanged.
Your company glossary applies. The glossary adds your own terms and tells the AI which phrases and e-mail domains to ignore. See Company glossary.

Why a ticket is not analysed

Reason	Where to change it
Processing is paused for your organisation.	The Processing and Paused control in the header. See Pausing and resuming AI processing.
The ticket's type is excluded.	Ticket Type Exclusions in Q-Director, on the AI Processing tab. See Q-Director: AI Processing.
The ticket's client is excluded.	Clients Excluded from AI Processing in Q-Director, on the AI Processing tab. See Q-Director: AI Processing.
HaloPSA lists the ticket's client as Unknown.	QuantumOps never analyses these tickets.
A dispatch board rule skips AI.	Also skip AI processing for excluded tickets in the board rules. See Board rules.
Your organisation is linked with another QuantumOps instance, and the other instance runs the AI for this ticket.	AI runs on one side of a link only.
QuantumOps could not read the ticket from HaloPSA.	Check Your HaloPSA connection. The run is reported as failed.

A ticket that was fully analysed less than two hours ago, and whose analysis is complete, does not start another full analysis. The lighter refresh keeps it current. A ticket whose analysis did not finish can try again sooner.

Retries and time limits

Time budget. By default each ticket has 15 minutes. If an analysis runs past it, QuantumOps stops waiting, records the run as timed out and frees the ticket. The next update, or Reprocess Ticket, starts it again.
Running mark. While a ticket is being analysed it is marked as running, so two runs do not overlap. QuantumOps treats a mark older than 15 minutes as left behind by a run that died, and lets the next attempt start.
Catch-up pass. It retries incomplete tickets. It runs every three minutes when Q-Director triage assist is on. Each pass takes up to five open tickets that are still missing a summary or research and have been open about ten minutes. A ticket is retried after 5 minutes, 30 minutes, 2 hours, 12 hours and 24 hours, then QuantumOps stops. Without triage assist there is no catch-up pass. Use Reprocess Ticket, or wait for the next update to the ticket.

What it costs

Every analysis spends AI tokens on the models your organisation chose. A full analysis makes several AI requests. A lighter refresh makes fewer. The sanity check, the stale analysis and the research each have their own limits. Research effort, a token cap and a time cap are set on the Research & Docs tab in Q-Director. See AI Usage Analytics to follow the spend and AI providers and models to see which models are used.

Troubleshooting

A ticket is missing from Home. Check the quick filter and Filter this page first. Then check the reasons in the table above. An administrator can look at the ticket's run in Pipeline Health.
A ticket says analysis is in progress for a long time. Select Reprocess Ticket on Home or in the ticket details dialog, or Re-Process Ticket on the Ticket Dashboard in HaloPSA. Either button starts a new analysis even when the old run never finished. See Use the action buttons.
No new tickets arrive at all. HaloPSA is probably not sending its messages. An administrator can select Settings (the gear in the header), then Recreate Webhooks under HaloPSA Integration, and check Your HaloPSA connection.
Analysis exists but looks wrong. Select the same button. Neither button starts a full analysis again for a ticket that was fully analysed less than two hours ago, with a complete result, until the two hours have passed. If the glossary lacks your own terms, add them in Company glossary.

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