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App Description 

The Next Ticket Feature app is an automated ticket dispatch system that gives the technician 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.

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App Link 

https://app.mspbots.ai/reportdashboard-1357516578732232706?pageid=1357516578732232706

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How to access the app 

To access the Next Ticket feature app for ConnectWise in MSPbots, follow these steps:

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3. When the Apps tab opens, click NextTicketNext Ticket for ConnectWise Manage.​

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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 

• ConnectWise Manage Integration

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• 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

• 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 featureapp.

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 ConnectWise tabscreen, select the Tickets filter list, and then click Add new filterNew Filter.

2. When the Filter Settings window opens, enter the name of the filter in the Filter Name box.

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4. When two new boxes or lists appear beside the Select Fields list, specify indicate the other specifications of the filter.

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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. 

To delete filter conditions individually, click the x symbol for the each row of filter condition conditions that you want to delete.

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 for ConnectWise tabscreen, 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 ConnectWise 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​

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You can define the point system for the priority rules of the Next Ticket feature. This point system affects the prioritization of the tickets for the users.

To set up the point system, follow these steps:

1. In the NextTicket for ConnectWise tab, click Settings.

2. When the NextTicket CWM Settings tab opens, select the applicable options in the Tickets filter and User lists.

3. Set up the priority rules. You can refer to the Priority Rules and Functions table for reference.

    By default, the rows of priority rules are expanded. You can click the Priority Point rules switch to collapse all rows.

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.

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.

• 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

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Indicate the points to be added to a ticket if it is assigned to the selected user.

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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.

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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.​

Some of your users may prefer handling tickets from specific clients due to several reasons like familiarity of work items. On the other hand, some users may want to avoid specific companies due to possible conflict or severed relationship state.

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Select the job title of the person who logged the ticket, and then indicate the corresponding points for the criteria.​

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Customer Responded 

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Include Page
Setting Up the Point System for Next Ticket Priority Rules​ Setting Up the Point System for Next Ticket Priority Rules​

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Indicate the points to be added to a ticket for every $1 of agreement MRR.

This will help you prioritize the companies who are more profitable in your organization.

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Select a scheduled status, and then indicate the corresponding points when it is within the minimum and maximum time set before or after its start or end time.

This priority rule will help you manage scheduled tickets to avoid scenarios where users pick up tickets that are scheduled for others before the schedule starts or the user forgetting to work on tickets that are scheduled for them right after the schedule begins.

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Indicate the points to be added to a ticket if the ticket summary contains the specified keywords.

You can capture blockers that prevent your clients to continue their operations easily or sort tickets based on specific topics which may be assigned to technicians with great expertise on those areas.

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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.​

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Indicate the points to be added to a ticket if the selected user possesses the skill specified in the priority rule.

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 ConnectWise 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 featureapp.

View your top priority ticket 

On the NextTicket Ticket Dispatch for ConnectWise 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 ConnectWise tabscreen, and then select the applicable filter from the Tickets filter list.

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 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 ConnectWise tabscreen, select the applicable filter in from the Tickets filter list.

32. Once the details of the user's your top priority ticket appear on the screen, click Reject Next Ticket.

43. When the Reject Reason window opens, select or type the reason why you want to reject the ticket, and then click Save.

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