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Table of Contents
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App Description
The Next Ticket NextTicket 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. The dispatching is based on a predefined scoring system identified by the organization considering predefined rules that will help deliver value to the MSP faster.
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- For Owner and Service Managers: The Next Ticket 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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- Set Up Priority Rules (only Admin users can modify these on the Settings tab).
- Optional: Add Companies to Watch List .
Data Sources
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Admin Users: Setup Procedures
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You can set filters that can help you narrow down the tickets applicable for to each technician.
To set the ticket filter, follow these steps:
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To delete filter conditions individually, click the x symbol 
for the row of filter icon corresponding to the condition that you want to delete.
To delete all filter conditions at once, click the delete symbol 
icon, and then click Clear All.
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5. After setting up all your preferred priority rules, do any of the following:
Click Test All to test the rule boosting result for all the priority rules.verify if the resulting prioritization is according to your needs.
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.
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| 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 ticket status to In Progress. If somebody else is already working on a ticket, dispatching it to another user might cause an overlap. But However, 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 to User | 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 Update | Indicate the points to be added to a ticket for every minute that it has been in the specified status. |
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After you select a filter, the Request Next Ticket option automatically refreshes, and then the details of your next top priority ticket appear on the screen.
You can select either 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
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Overview
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