N O T I C E
MSPbots WIKI is moving to a new home at support.mspbots.ai
to give you the best experience in browsing our Knowledge Base resources and addressing your concerns. Click here for more info!
Page History
- What is this Bot about?
- Related Integration
- Why should you care?
- Requirements
- Configuration
- Best Practices
- Data Sources
| Anchor | ||||
|---|---|---|---|---|
|
...
BOT DESCRIPTION:
Reminds users to acknowledge scheduled tickets and check respective calendars.
RELATED INTEGRATION:
- ConnectWise Manage
- Microsoft Teams
- MSPBots.ai
| Anchor | ||||
|---|---|---|---|---|
|
...
WHY SHOULD YOU CARE?
Sometimes, technicians fail to acknowledge a scheduled ticket that was assigned to them.
- For Stakeholders: There is an assurance that nothing is missed out and all tickets that are scheduled to be worked on are going to be catered by the assigned technician in a given time-frame.
- For Managers and Supervisors: This will save them the time to check with the technicians if they are aware that a ticket was assigned to them and they will be working on it within the schedule set. This has a positive impact towards the utilization rate of their technicians.
- For Agents and Technicians: This will send out helpful reminders so that they are alerted if they miss to acknowledge scheduled tickets that they need to work on which will improve their chargeability and value to the company.
| Anchor | ||||
|---|---|---|---|---|
|
...
REQUIREMENTS
- Active ConnectWise Manage Integration
...
- (OPTIONAL) The user's manager is configured within Azure Active Directory
| Anchor | ||||
|---|---|---|---|---|
|
...
BOT CONFIGURATION
Here are the steps to configure the bot.
...
11. After setting up the Escalation Steps, click Finish on the Escalation module and click Save on the Bot Design page.
| Anchor | ||||
|---|---|---|---|---|
|
...
BEST PRACTICES
- Don't turn on the alert yet after configuring your bot, simply enable Trigger. This will allow you to review the messages and data first before rolling it out to your team.
...
- Let your team know that you are enabling the bot and do a short 15 minutes coaching to let them know what the bot is about and how it will help your company accurately measure their profitability.
| Anchor | ||||
|---|---|---|---|---|
|
...
DATA SOURCES
Source Widget: https://app.mspbots.ai/Widgets?widgetId=1428316485541675009CW Scheduled Ticket Acknowledgement Alert 3.0
The CW Scheduled Ticket Acknowledgement Alert 3.0 uses the following data from ConnectWise Manage:
...
Overview
Content Tools