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Widget Connector url https://www.youtube.com/watch?v=LimuvSmhRlI
| url | https://www.youtube.com/watch?v=LimuvSmhRlI |
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Click here to read more about Next Ticket Feature app on our website.
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App Description
The Next Ticket Feature app is an automated ticket dispatch system that gives the technicians and dispatchers a portal where they can identify the next ticket that will be worked on based on a predefined scoring system by the organization considering predefined rules that will help deliver value to the MSP faster.
App Link
https://app.mspbots.ai/NextTicketforAutotask?pageid=4d611e3fcc01
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How to access the app
To access the Next Ticket feature app for AutoTask Autotask in MSPbots, follow these steps:
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3. When the Apps tab opens, click NextTicketfor Autotask.
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Why should you care?
- For Owner and Service Managers: The Next Ticket feature app is going to provide an automated way of dispatching tickets to technicians. It also helps ensure you that technicians and dispatchers are more objective in catering tickets based on their priority, importance, and time criticality.
- For Dispatchers: This feature gives dispatchers an automated way of dispatching tickets in a few clicks. And you also have a way to see the highest ticket priority for each technician considering their skillset.
- For Technicians: This feature helps technicians easily identify what ticket they should work on next. If technicians can't work on the ticket, they can reject it as long as they specify the reason. Technicians can also monitor their scheduled tickets for the day on the same page.
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Prerequisites
- Autotask Integration
- Set Up Priority Rules (only Admin users can modify these on the Settings tab).
- Optional: Add Companies to Watch List List .
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Data Sources
- AT Ticket Statistics
CW Tickets Statistics
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Admin Users: Setup Procedures
Only admin Admin users have permission to adjust the settings for the Next Ticket feature app.
Set the ticket filter
You can set filters that can help you narrow down the tickets applicable for each technician.
To set the ticket filter, follow these steps:
1. In On the NextTicket for Autotask tabscreen, select the Tickets filter list, and then click Add New Filter.
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5. When you're done setting up the filter, click ok Save.
Delete filter conditions
In the Filter Settings window, you can either delete filter conditions individually or delete them all at once.
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To delete all filter conditions at once, click the delete symbol 
, and then click Clear All.
Reject the top priority ticket of a user
On the NextTicket Ticket Dispatch for Autotask screen, after you select a filter and a user, the Request Next Ticket option automatically refreshes, and then the details of the user's top priority ticket appear on the screen. If you think that the ticket should not be the top priority ticket for of the user, you can reject the ticket. It is also necessary to specify the reason why the user can't work on the ticket.
To reject the top priority ticket of a user, follow these steps:
1. In On the NextTicket for Autotask tabscreen, select the applicable filter from the Tickets filter list.
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4. When the Reject Reason window opens, select or type the reason why you want to reject the ticket, and then click Save.
Set up the point system for priority rules
You can define the point system for the priority rules of the Next Ticket featureapp. This point system affects the prioritization of the tickets for the users.
To set up the point system, follow these steps:
1. In On the NextTicket for Autotask tabscreen, click Settings.
2. When the NextTicket For AutoTask Settings page screen opens, select the applicable options in the Tickets filter and User lists.
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By default, the rows of priority rules are expanded. You can click the Click to Collapse All symbol 
beside Priority Point rules switch to collapse all rows of priority rules.
4. After setting up each priority rule, you can do any of the following:
- Click Load Default to load the default value for the rule.
Click Save Default to save the new priority rule value as the default value.
Click Save & Test to save the changes for the specific priority rule and to test the values of the rule.
Click Save to save the changes for the specific priority rule.
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Click Test All to test the rule boosting result for all the priority rules.
Click Load Default All to load the default values for all the priority rules.
Click Save All to save the changes for all the priority rules.
Table 1. Priority Rules and Functions
| Priority Rule | Function | |||
|---|---|---|---|---|
| Assigned to User | Indicate the points to be added to a ticket if it is assigned to the selected user. | |||
| Company Classification | ||||
| Company Type | Select a company type of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met. | |||
| Company in "Watch List" | Indicate the points to be added to a ticket if a company is on the watch list. | |||
| Company is Matched to User | Select a company from where the ticket was logged, and then select the technician requested to handle the ticket. Lastly, indicate the corresponding points to be added to a ticket if the criteria are met. | |||
| Contact's Job Title | Select the job title of the person who logged the ticket, and then indicate the corresponding points for the criteria. | |||
| In Progress Ticket | Indicate the points to be deducted from the ticket if it is in progress for other users, or points to be added to the ticket if the user changed the ticket status to In Progress. If somebody else is already working on a ticket, dispatching it to another user might cause overlap. But when a ticket has been in progress for too long that the original user assigned to it may have forgotten to continue working on it, 'Time In Certain Status ' and 'Time from Last Update' priority rules can be adjusted to ensure these tickets won't be buried in the pool. | |||
| Past Due Date | Indicate the points to be added to a ticket for every hour past its due date. | |||
| Priority Type | Indicate the points to be added to a ticket based on a specific priority level. | |||
| Selected Assigned | Indicate the points to be added to a ticket based on a specific status and requested user. | |||
| Ticket Status | Duration Indicate the points to be addedto | a ticket for every hour that it remains in the same status.Ticket Status toUser | Indicate the points to be added to a ticket based on a specific status and requested user. | |
| Ticket Title | For this priority rule, specify a keyword, and then add corresponding points if the ticket has the keyword in the title. | |||
Time In Status Based On Time Point | Indicate the points to be added to a ticket if it has been in the specified status for more than or less than the specified duration. | |||
| Time In Status Per Hour | Indicate the points to be added to a ticket for every hour that it has been in the specified status. | |||
| Time from Last | UpdateUpdate | Indicate the points to be added to a ticket for every | hour past the timeminute that it | was last updated.has been in the specified status. |
Add companies to the watch list
By adding companies to your watch list, you can give additional points to the tickets that they log so you can bump the priority of their tickets.
To add companies to the watch list, follow these steps:
1. In On the NextTicket for Autotask tabscreen, click Watch List.
2. When the Watch List tab opens, click Add Company.
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You can also select the Only show companies have agreement check box if you want only the companies with agreements to appear on the list of companies.
4. Enter In the Why add to the watch list? box, enter the reason why you want to add the selected companies to the watch list.
5. Once finished, click Save.
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Users or Technicians: Feature Overview and Tasks
This section guides users on how to navigate the Next Ticket feature app.
View your top priority ticket
On the NextTicket Ticket Dispatch for Autotask screen, you can see the top priority ticket that you can start working on.
To view your top priority ticket, go to the NextTicket for Autotask tabscreen, and then select the applicable filter from the Tickets filter list.
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You can select either Dashboard View or List View to view the ticket details in a way that you’re comfortable in.
Reject your top priority ticket
If you think that the ticket should not be your top priority ticket, you can reject the ticket. It is also necessary to specify the reason why you can't work on the ticket.
To reject your top priority ticket, follow these steps:
1. In On the NextTicket for Autotask tabscreen, select the applicable filter in from the Tickets filter list.
2. Once the details of the user's top priority ticket appear on the screen, click Reject Next Ticket.
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Overview
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