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What's on this page:
Table of Contents
Descriptions,
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triggers, and
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alert messages of the
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bots
No. | Bot Name | Description | Default Trigger | Default Alert Message |
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1 | Kaseya BMS Unassigned Tickets Alert Template | This bot sends the service dispatcher an hourly alert for the count of unassigned tickets that needs immediate allocation. | Unassigned Ticket Count > 0 Alerts every hour between 08:00 AM and 05:00 PM on Monday, Tuesday, Wednesday, Thursday, and Friday | Dear Dispatcher, There are {Ticket Count} unassigned tickets that need attention. |
2 | Kaseya BMS Too Many In Progress Alert Template | This bot alerts technicians when they have more than 2 tickets in progress. | Ticket in Progress Count > 2 Alerts every 5 minutes between 08:00 AM and 05:59 PM on Monday, Tuesday, Wednesday, Thursday, and Friday | Hi, {Technician}! You currently have {Ticket Count} tickets in progress. The number of tickets in progress per technician should only be 2 at most. Kindly prioritize and complete the critical task before adding a new one. You may check the details in the drill-through here. |
3 | Kaseya BMS Customer Note Added Alert Template | This bot notifies the technician of the list of opened tickets where the customer added a note. | The ticket has had the status "Customer Reply" since yesterday. Alerts every 30 minutes past the hour between 08:00 AM and 05:59 PM on Monday, Tuesday, Wednesday, Thursday, and Friday | Hey there, {Technician}! Please review the ticket: {Ticket Number} - {Title}. You may also visit this widget to view all of the tickets where the customer added a note: **Customer Responded Tickets |
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