No 

 Bots Name     

 Description  

Triggers 

Alert Message 

Escalation 

1 

ConnectWise

Manage Next Ticket Rejected Alert 

Sends alert to member/s and manager on why the member rejected the ticket.  

Every 15 mins. 

To: {Manager Email}; {Member Email} 

{Member} has rejected a next ticket. 

Ticket: {Ticket} 

Client: {Client} 

Summary: {Summary} 

Reason: {Reason} 

Date Rejected: {Date Rejected} 

Weekly 

Threshold: 3, 6, 9

2 

ConnectWise Manage Next Ticket  Rejected Ticket Summary Alert 

Sends alert to manager for the summary of rejected tickets of the week.  

Weekly (Every Friday) 

At 7:00 p.m. 

Hi {Manager}, 

Total Number of Tickets Rejected: {Number of Tickets Rejected} 

The following members who rejected Next Tickets.  

{Ticket Rejectors} 

Reasons: 

{Reasons} 

If you think you shouldn't be receiving this alert please click here. 

Weekly 

Threshold: 3, 6, 9

3 

ConnectWise Next Ticket Daily

Utilization Alert 

Sends alert to users who have below 60% next ticket utilization at the end of their shift.  

Daily at 5:00 p.m. 

To: Member Email 

Hi {Member}, 

Good Job on handling {Number of ConnectWise/Autotask Updated Tickets} tickets!  However, you used Next Ticket only {Number of Worked Tickets from NextTicket} times (lower than your company's preferred rate of 60%). 

Remember that Next Ticket improves your efficiency by helping you work on the most important tickets first and helping you avoid missing any ticket. Your company prefers that you use Next Ticket for at least 10 tickets. 

Weekly 

Threshold: 3, 6, 9