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The following new bots helps manager and users track their ticket rejection and % ticket utilization.
Being able to know reasons why tickets are rejected gives you a know-how on areas to improve either on the personnel skillset level and/or re-routing of tickets to the correct personnel.
The 60% utilization rate daily alert also helps improve personnel efficiency by giving them information on how they performed on their shift.
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Navigating to the new
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Next Ticket bots
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1.
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Go to Apps Page
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2. Hover to Next Ticket
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for Autotask
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3. Click to open.
4. On the upper right corner, navigate to the BOT menu drop-down. Click
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to show the list of new bots
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Bots feature summary:
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No | Bots Name | Description | Triggers | Alert Message | Escalation |
1 | Autotask |
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 |
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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 | Autotask 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 |
Activate and Edit bots Trigger Script
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1. In the Detail tab, by default the Trigger toggle switch is ON which means that the bot is available and running.
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Trigger script setup screenshots:
No | Bots Name | Trigger Script | Advance Scheduler Setting |
1 |
Autotask |
Next Ticket Rejected Alert |
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2 |
Next Ticket Rejected Ticket Summary Alert |
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3 |
Autotask Next Ticket Daily Utilization Alert |
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Activate and Edit bots Alert Script
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1. Select a specific bot. Then, go to Details tab.
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Alert script setup screenshots:
No | Bots Name | Alert Script |
1 | Autotask |
Next Ticket Rejected Alert |
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2 |
Next Ticket Rejected Ticket Summary Alert |
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3 | Autotask Next Ticket Daily Utilization Alert |
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Activate and Edit bots Escalation Script
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1. Select a specific bot. Then, Go to Details tab.
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No | Bots Name | Time Frame | Escalation Step 1 | Escalation Step 2 | Escalation Step 3 |
1 | Autotask ManageNext Ticket Rejected Alert |
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2 | ConnectWise Manage Next Ticket Rejected Ticket Summary Alert |
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3 ConnectWise Next Ticket Daily Utilization Alert | Autotask Next Ticket Daily Utilization Alert |
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