N O T I C E
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Table of Contents
App Description
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The 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 scoring system identified by the organization considering predefined rules that will help deliver value to the MSP faster.
How to access the app
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To access the Next Ticket app for Autotask in MSPbots, follow these steps:
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3. When the Apps tab opens, click NextTicketfor Autotask.
Why should you care?
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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 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
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- Autotask Integration
- Set Up Priority Rules (only Admin users can modify these on the Settings tab).
- Optional: Add Companies to Watch List.
Admin Users: Setup Procedures
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Only Admin users have permission to adjust the settings for the Next Ticket app.
Set the ticket filter
You can set filters that can help you narrow down the tickets applicable to each technician.
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5. When you're done setting up the filter, click 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 icon, and then click Clear All.
Reject the top priority ticket of a user
On the NextTicket 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 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.
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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 app. This point system affects the prioritization of the tickets for the users.
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Priority Rule | Function |
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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 an overlap. 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. |
Add companies to the watch
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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.
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5. Once finished, click Save.
Users or Technicians: Feature Overview and
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Tasks
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This section guides users on how to navigate the Next Ticket app.
View your top priority
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ticket
On the NextTicket for Autotask screen, you can see the top priority ticket that you can start working on.
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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.
Select either Dashboard View or List View to view the ticket details.
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.
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3. When the Reject Reason window opens, select or type the reason why you want to reject the ticket, and then click Save.
View the dashboards
The NextTicket for AutoTask has dashboards that display NextTicket usage data like the count of NextTicket users and the number of tickets dispatched, updated, and rejected. It also has a rule report that shows the enabled rules. For more information on the NextTicket AutoTask dashboards and how to access them, read the article NextTicket Manager for AutoTask Dashboards.