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# Triage new Accelo tickets with AI

> Set priority and class on new Accelo tickets by what each client wrote, with a private note for why. Runs daily, you keep the edge cases.

Source: https://cotlet.dev/integrations/accelo-api-mcp-server/triage-new-tickets

Tickets arrive from client emails and the request inbox, and every morning someone opens each new one to read it, pick a priority and a class, and only then can the team start work.

Cotlet does it in your own Accelo account with list\_tickets, get\_ticket, update\_ticket and add\_ticket\_note, called by your AI agent, an n8n workflow or a script.

[Sign up free](https://cotlet.dev/app/signup?app=accelo) [All Accelo tools](https://cotlet.dev/integrations/accelo-api-mcp-server.md)

Hosted · nothing to install or maintain

## Can Accelo do this on its own?

Accelo lets you set ticket fields by hand in the app, and the API can update an issue with priority, class, status and assignee (checked 17 Oct 2026). Accelo progressions run fixed actions when a status changes. None of these reads a ticket and chooses the values by what the client wrote, and the MCP page lists reading and answering questions, with writes announced as coming.

## How you do it in Accelo today

1. Open Tickets from the left-hand menu. The list shows tickets with a standing of Submitted or Open by default, and closed ones stay hidden.
2. Use Filters to narrow the list, for example by Ticket Status, Ticket Priority or Ticket Class, and open each new ticket.
3. Read the description, then click Edit at the top of the Ticket View page to change the Priority, Class, Subject or dates, and click Save.
4. To move the ticket on, click the current Status at the top of the Ticket Overview and choose the next one. Some status changes ask for more information first.
5. The reading repeats for every ticket and every day, so triage is the first thing to slip when the queue grows.

## How to triage new Accelo tickets with AI

Prompt

```
Go through new Accelo tickets. Set the priority from what the client wrote, put billing questions in the Billing class and bugs in the Bug class, and add a private note with the reason. Leave unclear ones for me.
```

1. 01  
### Collect what is new  
list\_tickets runs with standing submitted and your window, and pages through the cursor until the list ends, so a Monday backlog is triaged as one batch and not only its first page.
2. 02  
### Read each ticket  
get\_ticket returns the title and description, so the priority comes from what the client wrote and not from the subject line alone.
3. 03  
### Match your rules to real values  
Your rule ("billing questions go in the Billing class") is matched to a class and priority your Accelo has. A rule that names a class that does not exist is reported, not guessed.
4. 04  
### Set the fields  
update\_ticket sets priority and class on the clear cases. It changes Status by name, so Accelo runs the progression for that status. Every call asks for your OK until you switch confirmation off for update\_ticket.
5. 05  
### Leave the reason  
add\_ticket\_note writes one private line per ticket on why it got that priority and class, so the person who opens it sees the logic and can overrule it.
6. 06  
### Skip what moved  
Right before writing, the agent checks the ticket was not modified since it read it. A ticket a colleague already took is logged as handled and left alone.

### What you get back

Example data

```
New tickets read: 9
Triaged 7:
- 3 set to High, class Bug (login failures with a screenshot)
- 2 set to Normal, class Billing (invoice questions)
- 2 set to Low, class Support request (how-to questions)
Left for you 2:
- #1049 asks to cancel the retainer
- #1051 is one line, "site is broken"
```

### Other ways to ask

- Every hour, find tickets from clients who wrote "urgent" or "down" and set them to High, then list them for me.
- Show me how you would triage today's new tickets as a table and change nothing in Accelo.
- Triage only tickets without an assignee that were submitted more than 2 hours ago.
- Add the tag I use for each product the ticket mentions and change nothing else.

## What Accelo allows, and what to know first

- The Tickets list shows tickets with a standing of Submitted or Open by default, and inactive or closed tickets are hidden from results.
- Ticket Priority in Accelo is a label for filtering, and Class is a separate field an admin defines, so a rule must name a class that exists.
- A ticket is Locked once its work is approved and reconciled for invoicing, and a locked ticket cannot be changed.
- The API standing field bypasses progressions and Accelo says to use it only deliberately, so update\_ticket changes the status by name instead.
- Accelo list calls return at most 100 results per page and the API allows 5,000 requests per hour per deployment, so a large backlog is paged and counted.

update\_ticket asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: [Accelo Help: Ticket list](https://help.accelo.com/guides/user/modules/tickets/view-a-ticket/ticket-list/) · [Accelo Help: Edit a Ticket](https://help.accelo.com/guides/user/modules/tickets/edit-a-ticket/) · [Accelo Help: Work with Tickets](https://help.accelo.com/guides/user/modules/tickets/work-with-tickets/) · [Accelo API reference: Issues (Tickets)](https://api.accelo.com/docs)

## Call update\_ticket from a script

curl

```
curl -X PATCH https://cotlet.dev/api/v1/accelo/tickets/1042 \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"priority":"High","class":"Bug"}'
```

Example response

```
{
"ticket_id": 1042,
"title": "Export fails with an error",
"status": "Active",
"priority": "High",
"class": "Bug",
"assignee": "Sam Okafor",
"updated": true
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is accelo\_write → update\_ticket. Example data.

[Schedule it in n8n, Make, Zapier or cron](https://cotlet.dev/integrations/accelo-api-mcp-server.md#automations)

## Accelo tools this automation uses

__Cotlet Accelo tools used to triage new Accelo tickets with AI__
| Tool | Parameters |
| ----------------- | ----------------------------------------------------------------------------------------------------------------- |
| list\_tickets | standing, status, assignee\_id, company\_id, priority, submitted\_after, last\_interaction\_before, limit, cursor |
| get\_ticket | ticket\_id |
| update\_ticket | ticket\_id, status, priority, class, assignee\_id |
| add\_ticket\_note | ticket\_id, body |

[All 14 Accelo tools with descriptions](https://cotlet.dev/integrations/accelo-api-mcp-server.md#tools)

## Frequently asked questions

### Is it safe to connect Accelo to Cotlet?

Yes. You sign in to Accelo yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Accelo once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

## More Accelo automations

- [Log time in Accelo with AI](https://cotlet.dev/integrations/accelo-api-mcp-server/log-time-on-tickets-and-projects.md)
- [Reply to Accelo client tickets with AI](https://cotlet.dev/integrations/accelo-api-mcp-server/reply-to-client-tickets.md)
- [Accelo API and MCP server: every tool](https://cotlet.dev/integrations/accelo-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Accelo.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Accelo.

[Sign up free](https://cotlet.dev/app/signup?app=accelo)

---

Give your AI agents your signed-in browser.

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Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.