From inbox to resolved, step by step.
No black box. This is the pipeline every ticket travels, the decisions made at each stage, and where you keep control. The animated version lives on the homepage; this is the full explanation.
A ticket arrives
Tickets enter from your PSA (ConnectWise, Autotask, HaloPSA), from email, or from client portals. Vrexo parses the subject, body, attachments, and requester identity the moment the ticket lands.
Duplicate reports and alert storms collapse into a single working ticket, so the queue reflects problems, not noise.
The vRouter decides in under a millisecond
Classification is the decision that everything downstream depends on, so Vrexo does not spend an LLM call on it. The vRouter is a local ML classifier that determines intent, category, priority, and routing in under 1ms, with 94% accuracy.
It trains on your historical ticket data, learning the taxonomy of your operation rather than applying generic labels. Your clients, your categories, your priority policy.
Every classification carries a confidence score. That score is the control surface of the whole platform: you decide, per ticket type, what confidence is required before Vrexo acts on its own.
The Virtual Agent loads the full picture
Before executing anything, the Virtual Agent retrieves what a good engineer would want to know: the full ticket history for this user and asset, environment data pulled live from your RMM and identity provider via MCP, and similar past cases found by RRF hybrid search across your knowledge base.
RRF (Reciprocal Rank Fusion) merges semantic and keyword search by rank instead of score, which means consistent retrieval without tuning overhead. A past ticket that ranks well in both systems beats one that dominates only one.
Each client's data lives in an isolated container. Context never crosses tenants.
Deterministic resolution
With classification and context in place, execution is deterministic: reset the credential, revoke the sessions, provision the account, terminate the runaway process. The action is verified, the resolution note is written, and the ticket closes in your PSA.
The user gets notified on the channel they came from: Teams, email, or the ticket itself. Average time from intake to close on repetitive L1: under two minutes.
When confidence is low, humans get context, not chaos
Tickets below your confidence threshold never get guessed at. They route to your engineers with the classification, the retrieved history, and what was already examined, pre-loaded.
This is the difference between an escalation and an interruption. Your engineer starts from the middle of the investigation, not from zero. Any engineer, not just the one who remembers the client.
You set the thresholds. Always.
Autonomy in Vrexo is not a switch, it is a dial per ticket type. During the 30-day guided trial you watch the system classify and resolve in parallel with your team, compare outcomes on your own data, and raise thresholds only where the evidence supports it. Complex configuration changes, security incidents, and judgment calls about business context stay with your people by design.
The full deployment path is on the getting started page.