We built ZenTop Triage because dispatching shouldn't require a PhD

Every MSP owner I talk to has the same story. They’ve got one person — maybe two — who actually knows how to triage and dispatch tickets properly. That person knows which tech handles networking issues, who’s swamped this week, which client loses their mind if they don’t get a callback within an hour, and what every ConnectWise board status means.

And when that person goes on vacation? Things fall apart.

I’ve lived this. At eTop Technology, we spent years building internal processes to handle ticket intake, classification, and dispatch. We got pretty good at it. But “pretty good” still meant that every new hire needed months of training before they could dispatch tickets without someone looking over their shoulder.

So we started building ZenTop Triage.

The idea was simple: what if AI could do the grunt work of reading a ticket, figuring out what type it is, assigning the right priority, and finding an available tech with the right skills — all in under three minutes?

Not replacing dispatchers. Giving them superpowers.

What ZenTop Triage actually does when a ticket comes in

It reads the issue description and classifies it against your ConnectWise catalog — type, subtype, item, priority. It assesses impact and urgency. It generates clarifying questions if the description is vague. It checks technician schedules and skills to recommend who should handle it and when. And it does all of this while showing you its confidence score and reasoning, so you can override anything that doesn’t look right.

The dispatcher goes from spending 10–15 minutes per ticket to reviewing AI suggestions and clicking confirm. The time savings compound fast when you’re processing 50+ tickets a day.

The beta

We’re opening ZenTop Triage up to 14 beta testers at $249/month — a fraction of what it’ll cost at general release. If you run a ConnectWise shop and you’re tired of dispatch being your bottleneck, I’d love to show you what we’ve built.