How Ticket2Doc Works

A step-by-step technical overview of how Ticket2Doc converts raw ticket resolution notes into sanitized Hudu or IT Glue SOPs.

The Automated Documentation Pipeline

Ticket2Doc operates as a 1-click automated middleware between your PSA (Syncro, Halo, or ConnectWise) and your documentation platform (Hudu or IT Glue). Here is how the end-to-end transformation works:

1

Technician Triggers SOP

A technician checks a box in Syncro or ConnectWise, or runs a ticket action in Halo, usually once the ticket is resolved.

2

Webhook Received

Ticket2Doc validates the signed request from your PSA.

3

In-Memory Sanitization

Credentials, IPs, and hostnames are scrubbed before anything reaches an LLM.

4

LLM Structuring

The sanitized notes are formatted into a structured SOP.

5

KB Article Created

The finished SOP is posted directly to Hudu or IT Glue.

Pipeline Execution Steps

Step 1: Webhook Trigger & Signature Verification

Your PSA fires an HTTP POST webhook to Ticket2Doc containing ticket metadata and resolution notes: in Syncro or ConnectWise, when a technician checks the Create SOP Draft custom field on a ticket; in Halo, when a technician runs the Create Ticket2Doc SOP ticket action. Either trigger is usually pulled once the ticket is resolved, but nothing enforces that; Ticket2Doc validates the incoming request signature using your secure webhook token regardless.

Step 2: Secret & Credential Redaction

Before passing raw notes to the LLM engine, Ticket2Doc executes local pattern matching to scrub sensitive data:

  • Client IP Addresses: 192.168.x.x, 10.x.x.x, public static IPs -> [REDACTED_IP]
  • Credentials: Passwords, administrative usernames -> [REDACTED_SECRET]
  • Hostnames: Domain controllers, router hostnames -> [REDACTED_HOST]

Step 3: LLM Structuring & Formatting

The sanitized text is processed through our engineered prompt template. The AI extracts key troubleshooting insights and organizes them into standard MSP SOP formatting:

  • Title: Actionable SOP headline (e.g. SOP: Fortinet IPsec VPN Tunnel Renewal)
  • Objective: Concise summary of the technical problem solved.
  • Prerequisites: Hardware/Software prerequisites and required access levels.
  • Resolution Steps: Clear, numbered step-by-step instructions.
  • Verification: Testing procedure to confirm the issue is resolved.

Step 4: Direct Hudu / IT Glue Article Creation

Ticket2Doc connects to your Hudu or IT Glue instance via REST API and posts the formatted SOP directly to your Knowledge Base as a new structured article under the matching customer.

One-Click Simplicity for Technicians

Technicians do not need to log into Ticket2Doc or change their workflow. They simply check the Create SOP Draft checkbox in Syncro or ConnectWise (or run the Create Ticket2Doc SOP ticket action in Halo), and Ticket2Doc automatically creates the SOP article in Hudu or IT Glue!

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