Features & Technical Architecture

Discover how Ticket2Doc automates MSP documentation using LLM sanitization, Syncro, Halo & ConnectWise webhooks, and direct Hudu & IT Glue sync.

Enterprise SOP Automation for MSPs

Ticket2Doc bridges the gap between closed service desk tickets and structured institutional knowledge. Built for IT systems engineers and service desk managers, Ticket2Doc handles the heavy lifting of writing, sanitizing, and organizing Standard Operating Procedures.

Core Capabilities

1. In-Memory Credential & Secret Sanitization

Before any ticket resolution note is submitted to the AI processing engine, Ticket2Doc executes multi-stage regex pattern matching and semantic parsing to strip:

  • Passwords & Plaintext Passphrases
  • Public & Private IPv4/IPv6 Addresses
  • Internal Hostnames, Domain Controllers, & Local Subnets
  • API Tokens, Pre-Shared Keys, and JWT Signatures

Secrets are replaced with standardized redaction tokens (e.g. [REDACTED_IP], [REDACTED_CREDENTIAL]), ensuring sensitive client credentials never reach external LLM APIs.

2. Express Priority Processing Queue

High-volume service desks need real-time updates. Subscribers on the Unlimited Plan benefit from our Express Priority Processing Queue:

  • Sub-15 Second Generation: SOP articles are created in Hudu and IT Glue seconds after ticket closure.
  • Dedicated Workers: Dedicated LLM pipeline workers handle burst capacity during busy service desk hours.
  • Retry & Failover: Automatic fallback retry logic ensures no webhook notification is dropped.

3. Syncro, Halo & ConnectWise PSA Webhook Receiver

Ticket2Doc processes one PSA per tenant: Syncro, Halo, or ConnectWise, selected in Settings.

  • Syncro: listens for native Syncro webhooks. Whenever a ticket status updates to Resolved with the Create SOP Draft custom field checked, Syncro posts the ticket payload directly to https://portal.ticket2doc.com/api/v1/webhooks/syncro.
  • Halo: triggered by a dedicated Create Ticket2Doc SOP ticket action rather than a status change, so generation only happens when a technician deliberately runs it, posting to https://portal.ticket2doc.com/api/v1/webhooks/halo/<your-token>.
  • ConnectWise: listens for a ConnectWise Manage Callback, which Ticket2Doc registers automatically once you save your API Member credentials. Like Syncro, it’s gated by the Create SOP Draft custom field so it only fires on tickets that are actually ready.

Either way, the payload includes full ticket history, customer metadata, and the final technician resolution note.

4. Direct Hudu & IT Glue KB Article Sync

Generated SOPs are formatted into clean Markdown and pushed to your Hudu or IT Glue Knowledge Base using direct REST APIs.

  • Instant Direct Sync: Articles are created directly via REST API so lead engineers and technicians can access them immediately.
  • Company Article Sync: Automatically posts SOP articles under the corresponding client company in Hudu or IT Glue.
  • Backlinks: Every generated KB article includes a reference backlink to the original Syncro, Halo, or ConnectWise ticket ID for audit traceability.

5. Multi-Tenant Security & Encryption

  • AES-256 Fernet Encryption: Customer Hudu API keys and webhook secrets are stored encrypted at rest.
  • Multi-Factor Authentication (MFA): Enterprise TOTP MFA enforced for all portal logins.
  • Audit Logging: Detailed webhook event logs (SUCCESS, EXPRESS PRIORITY, SKIPPED, FAILED) visible in real time.