THEO connects directly to your PSA (ConnectWise, Autotask, or Halo) and can search tickets, retrieve detail, add notes, draft replies, and create new tickets — all from chat. This article covers how to use THEO to work faster inside your ticketing workflow.
Prerequisites
PSA integration is included with THEO on the Starter tier and above — there is no Business-tier requirement. To connect your PSA, go to THEO → Settings → PSA Connect, select your platform, enter your credentials, and test the connection. Once connected, THEO can see your ticket data in every chat session.
Searching for Tickets
Ask THEO for tickets by client, status, assignee, date range, or keyword. THEO searches across your PSA and returns matching results.
Examples:
- "Show me all open critical tickets for Northwind."
- "Which tickets have been open for more than 5 days without an update?"
- "Find any ticket mentioning 'VPN' for Contoso."
THEO formats results as a summary list. Ask for more detail on any specific ticket: "Tell me more about ticket 4821."
Getting a Ticket Summary
For any ticket, THEO can generate a plain-language summary of what has happened, who has been involved, how long it has been open, and what the current status is.
Ask: "Summarize ticket 4821 for me."
THEO pulls the ticket body, all notes, the contact, and the status history, then writes a concise summary. This is useful before joining a call, escalating, or drafting a status update.
Drafting Suggested Replies
THEO can draft a reply to the client based on the current ticket state.
Ask: "Draft a reply to the client for ticket 4821 — we're waiting on the vendor."
THEO writes a reply in your org's voice. Review it, adjust as needed, and send it through the PSA or ask THEO to send it for you using the send_client_message tool (available to admin and member roles).
Adding Notes to a Ticket
THEO can post a note to a ticket directly.
Ask: "Add a note to ticket 4821: remote session completed, rebooted, monitoring."
The note is added to the ticket in your PSA. THEO confirms when it is done.
Creating a New Ticket
THEO can open a ticket for you.
Ask: "Open a critical ticket — mail server at Northwind is down. Assign it to the on-call queue."
THEO creates the ticket in your PSA with the details you provided and returns the ticket number.
Escalation
If a ticket needs to move up the chain, ask THEO to help:
- "This looks like it needs escalation — draft an escalation note for ticket 4821."
- "Who should own this based on our escalation path?"
THEO does not make automated escalation decisions on your behalf without you asking. It will draft the escalation content and let you review it first unless you are running in Autopilot mode with escalation rules configured.
Role-Based Access
What THEO can do in your PSA depends on your role:
- Viewer — can search and read tickets, cannot add notes or create tickets
- Member / Admin — can search, read, add notes, create tickets, and send client messages
- HCP (client portal) users — can only see tickets tied to their own contact scope
If a tool is blocked for your role, THEO explains why and tells you what access level is needed.
FAQ
Can THEO search tickets across all my clients at once?
Yes. You can ask broad queries like "show me all overdue tickets" and THEO searches across your full PSA connection. You can narrow by client, status, or keyword.
Will THEO send a reply to the client without me reviewing it?
Only if you explicitly ask it to send it and your role permits send_client_message. By default, THEO drafts the reply for your review.
What PSA platforms are supported?
ConnectWise, Autotask, and Halo are the three supported platforms as of this writing.