DaemonLayer reads tickets from your PSA queues and your M365 support inbox, classifies them with AI, and routes them to automation or your service desk, fully enriched, in seconds.
Intake
Tickets reach DaemonLayer from where they already live. You are not forced to re-route email or change how clients contact you.
DaemonLayer connects to your M365 support mailbox via Microsoft Graph and monitors it in real time. Spam is filtered and moved automatically. Sales enquiries are forwarded to your sales address. Everything else becomes a ticket, with the client identified from the sender domain.
Connect DaemonLayer directly to a board or queue in ConnectWise Manage, Autotask, or Jira. New tickets are picked up as they arrive. Your PSA stays the intake source your clients and team already use.
How It Works
Every ticket, regardless of source, moves through the same pipeline. No manual sorting. No triage queue waiting for a technician to open it.
Before any classification runs, DaemonLayer pulls M365 user context, analyses image attachments for error codes, and queries your historical ticket data for related cases. The AI classifies with context, not just the text of the ticket.
The triage engine classifies the request into one of nine categories, assigns urgency, and produces a confidence score between 0 and 100. That score drives the routing decision. Nothing is assumed.
High-confidence tickets matching an enabled automation workflow are handed off automatically. Lower-confidence tickets route to your service desk with the full AI analysis, related tickets, extracted signals, and pre-populated PSA fields already attached.
When DaemonLayer routes a ticket to your service desk, it is not an empty ticket with a category label. Every detail the AI gathered is attached and ready.
No Detail, No Problem
Not every ticket arrives with enough information to classify confidently. Instead of routing an ambiguous ticket straight to a technician, DaemonLayer posts up to three targeted diagnostic questions as a public reply on the PSA ticket.
When the user replies, triage re-runs with the full conversation in context. The loop continues until there is enough detail to route confidently, to automation or to your team.
Related
A 30 minute walkthrough on your PSA setup. We show exactly what DaemonLayer would handle for your team, on your data, with no obligation.
No sales deck. No obligation. Live walkthrough on your environment.
