TAG X Pia

We Gave ChatGPT 50,000 Tickets...

Here’s What Happened — And Why Triage Still Matters

AI is transforming how Managed Service Providers (MSPs) operate their service desks — but how well does it actually perform when it comes to ticket triage and classification?

To find out, we ran an experiment: we fed 50,000 real-world MSP service desk tickets into ChatGPT to see how accurately it could categorize them. The results were both fascinating and frustrating.

Join David Schwartz, CEO at Pia, and Tim Woehle, Senior Account Executive and TAG Community Liaison at Pia, as they unpack what we learned from the experiment — including where general-purpose AI tools struggle in real service desk environments, why classification errors matter more than most MSPs realize, and what this reveals about the hidden cost of bad ticket triage.

Tuesday, April 14, 2026
1 PM PST | 3 PM CST | 4 PM EST | 9 PM UK | 10 PM EU | 8 AM APAC
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Free 60-minute live session | Limited seats available

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We Gave ChatGPT 50,000 MSP Tickets... Here’s What Happened — And Why Triage Still Matters. 

AI is transforming how Managed Service Providers (MSPs) operate their service desks — but how well does it actually perform when it comes to ticket triage and classification?

To find out, we ran an experiment: we fed 50,000 real-world MSP service desk tickets into ChatGPT to see how accurately it could categorize them. The results were both fascinating and frustrating.

Join David Schwartz, CEO at Pia, and Tim Woehle, Senior Account Executive and TAG Community Liaison at Pia, as they unpack what we learned from the experiment — including where general-purpose AI tools struggle in real service desk environments, why classification errors matter more than most MSPs realize, and what this reveals about the hidden cost of bad ticket triage.

Explore why ticket triage remains one of the most expensive unsolved problems in MSP operations, and how Pia’s purpose-built AI — trained on millions of real MSP tickets — is designed to solve it from day one.
 
Chad Ramsey, Pia Product Specialist, will then take you inside the platform with a live demonstration, showing how automated triage works the moment Pia connects to your PSA — no training required and no waiting for results.
 
You’ll also hear directly from Consist Tech, a real MSP, utilizing the triage on 50% of their overall service desk tickets, will share what has changed in their operations once the guesswork was removed from their ticket queue.. 

What you'll learn

  • What really happened when we gave ChatGPT 50,000 MSP tickets
  • Why ticket triage errors silently cost MSPs time, margin, and technician focus
  • A live look at how Pia’s AI triage works inside the service desk
  • Real-world proof from a peer already seeing the impact
  • A clear understanding of how quickly your MSP can get started
  • Ability to ask your questions to a panel of industry experts

Who should attend

MSP owners, TAG Members, service desk managers, and operations leaders ready to eliminate manual triage and scale their service desk more efficiently.

Hear From Industry Experts

David-Schwartz Compressed
David Schwartz Chief Executive Officer, Pia

David Schwartz is the CEO of Pia, an AI-led service delivery automation platform built specifically for Managed Service Providers. As an operator working closely with MSP leaders around the world, David focuses on the operational challenges service desks face every day — from ticket volume and manual triage to margin pressure and technician burnout.

Tim (1)
Tim Woehle Senior Account Executive + TAG Community Liason, Pia

Tim is the strategic channel account manager focussed on support the TAG members in their evaluation of Pia and overall automation strategies. He is committed to the community to by providing feedback regarding automation best practices, benchmarking & successful deployment guidance.

Chad Ramsey (2)
Chad Ramsey Product Specialist, Pia

Chad Ramsey is a Product Specialist at Pia, where he works closely with customers and partners to support successful adoption of the platform. He plays a key role in onboarding new users, assisting with support tickets, and ensuring customers have the guidance they need to confidently use Pia in their day‑to‑day operations. In addition to customer support and onboarding, Chad regularly leads product demos and webinars, helping showcase Pia’s capabilities and real‑world use cases. His work focuses on bridging the gap between product functionality and customer needs, ensuring a smooth experience and clear understanding of how Pia delivers value.

TAG X Pia

Reserve Your Spot Today

Join leaders from Pia and the TAG community for a practical conversation on what really happens when AI meets the MSP service desk. We’ll unpack the results of Pia’s 50,000-ticket ChatGPT experiment, explore why ticket triage remains one of the most expensive unsolved problems in MSP operations, and show how purpose-built AI can eliminate the guesswork from your ticket queue.

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