How SnapTech Uses Client Intelligence to Turn Everyday Tickets Into Real Client Insight

Most MSPs don’t struggle because they lack data, because the data is everywhere.

Tickets in the PSA. Notes in documentation tools. Context locked in technicians’ heads. By the time it’s QBR season, or worse, when a client relationship starts to feel “off”—pulling together a clear picture of what’s really happening takes hours.

That’s the problem Shane from SnapTech set out to solve.

During a recent AI Service Unleashed session, Shane walked through how his team is using Client Intelligence to centralize client context, surface trends automatically, and answer questions instantly, without digging through documentation or jumping between tools.

And the key detail?

Everything he showed was built from real support work his team is already doing.

The problem: context was there, but scattered

Before Client Intelligence, Shane described a familiar MSP reality.

Technicians knew the answers, but only after searching.

They’d skim documentation tools, scroll through ticket histories, and piece together context manually. That friction showed up everywhere: slower triage, inconsistent answers, and time-consuming QBR prep.

“I’m so tired of having to worry about our team members going through our documentation summary pages and skimming everything just to find one detail,” Shane said during the demo. “I just want to ask the pointed question and get the answer.”

That desire to ask, not hunt, is what Client Intelligence unlocked for SnapTech.

A different starting point: client health, not tickets

Shane began his walkthrough at the client level, not inside a ticket.

From the Client Intelligence view, his team can immediately see sentiment, ticket volume, and article activity over a 30-day window. It’s not a report someone has to remember to run. It’s always there.

“That sentiment score really lets us keep a pulse on our clients,” Shane explained. “We can tell where we need to improve—sometimes it’s documentation, sometimes it’s process, sometimes it’s just volume.”

From there, everything rolls downhill: issues, contacts, knowledge, and conversations are all organized around the client—not scattered across systems.

Asking better questions (and getting instant answers)

The moment that clicked for most viewers came when Shane opened Ask Magic.

Instead of navigating tabs or searching notes, he asked direct questions:

• Who’s approved to use PaperCut at this client?
• How do we submit a change request here?
• Does this ticket need to be streamlined to the client’s internal IT team?

Each answer came back immediately, sourced from ticket history and internal notes.

“I want to be able to ask: is this person approved, is this a change approver, does this ticket need to be escalated—and get the immediate answer,” Shane said. “That’s huge for our team.”

What made it different wasn’t just the speed. It was the confidence. Every response was grounded in real conversations and documented context, not guesswork.

MSP QBR prep without the scramble

Shane then showed how his team prepares for client reviews.

Instead of manually pulling reports, he asked:

“I have an upcoming QBR for this client—what topics should we include?”

Client Intelligence returned suggested themes based on recurring issues, recent friction points, and ticket trends. Each recommendation linked directly back to the underlying tickets.

“That’s the big win for us,” Shane said. “It’s pulling from real data—real conversations, real tickets—and I can click straight into the source if I need to.”

For SnapTech, QBRs stopped being reactive summaries and became proactive conversations backed by evidence.

A client knowledge base that builds itself

One of the most practical parts of the demo came when Shane opened the Knowledge tab.

Each article had been created automatically from resolved tickets. Some showed six or seven separate sources contributing to a single documented solution.

“Seeing that multiple tickets helped shape one article—that’s when it really came to life for us,” Shane said. “This isn’t theory. It’s our real work, turning into usable knowledge.”

The impact is compounding:

• New technicians ramp faster.
• Repeat issues get solved consistently.
• Documentation stays current without assigning someone to “own” it full time.

And because those articles are immediately available inside Ask Magic, techs don’t even have to look for them.

Insight where the work actually happens

Shane saved the most important detail for last.

Everything he showed, client insights, approvals, QBR prep and knowledge was available inside the ticket view itself.

“So now I can ask the same questions right inside Inbox, where my techs already work,” he said. “That’s a game changer for us.”

No context switching.

No hunting.

Just answers, at the moment they’re needed.

Why this works for SnapTech

Client Intelligence didn’t replace SnapTech’s processes. It amplified them.

Instead of asking people to maintain yet another system, it listens to real work as it happens—threads, tickets, notes, and turns that activity into insight automatically.

As Shane put it:

“This finally lets us stop searching for context and start using it.”

What SnapTech is using inside Client Intelligence

• Client-level sentiment and volume tracking
• Ask Magic for instant, client-specific answers
• Auto-generated knowledge articles backed by real tickets
• Internal notes that become searchable everywhere
• QBR-ready insights pulled directly from live data
• In-ticket access so techs never leave their workflow