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Here are You can customize the Kaseya BMS template bots for your own business needs. In this article, you will read about the published or alpha versions of Kaseya BMS Bots Templates that you can clone or customize for your own business needs.

Table of Contents

Summary

template bots, including how they work, are accessed and are customized.

What's on this page: 

Table of Contents

Descriptions, triggers, and alert messages of the bots

No.
No
Bot NameDescription Default TriggerDefault Alert Message
1Kaseya BMS Unassigned Tickets Alert TemplateThis bot sends the service dispatcher an hourly alert for the count of unassigned tickets that needs immediate allocation.

Unassigned Ticket Count > 0

Alerts every hour between 08:00 AM and 05:00 PM on Monday, Tuesday, Wednesday, Thursday, and Friday


Dear Dispatcher,

There are

  

{Ticket Count} unassigned tickets that need attention.


 

Why should you care?

Keeping the ticket assignment with help inform the client of the ticket's progress. Also, prevent tickets from just sitting or being missed. 
 
What should you do?
Make sure to properly assign the ticket while ensuring all the information in the ticket is correct. Types, sub-types, contact, etc BEFORE assigning.

This alert helps you ensure that all tickets are assigned to technicians. It will also help prevent missed or unmonitored tickets. 

What you should do
Assign tickets promptly and ensure the ticket information is complete and correct. 

2Kaseya BMS Too Many In Progress Alert TemplateThis bot alerts technicians when they have more than 2 tickets in
progress
the In Progress status.

Ticket

in

In Progress Count > 2

Alerts every 5 minutes between 08:00 AM and 05:59 PM on Monday, Tuesday, Wednesday, Thursday, and Friday

Hi, {Technician}! 

You currently have {Ticket Count} tickets in progress.

The number of tickets in progress per technician should only be 2 at most. Kindly prioritize and complete the critical task before adding


Technicians can only have up to 2 tickets in the In Progress status.

Please finish working on your In Progress tickets before working on a new one.

You may check the details in the drill through here.



3Kaseya BMS Customer Note Added Alert TemplateThis bot notifies the technician of the list of opened tickets where the customer added a note.
Ticket

The ticket has had the status "Customer Reply" since

yesterday 

yesterday.

Alerts every 30 minutes past the hour between 08:00 AM and 05:59 PM on Monday, Tuesday, Wednesday, Thursday, and Friday


Hey there, {Technician}!

Please review the ticket: {Ticket Number} - {Title}.  
The customer recently added a note

on the ticket

to it.

You may also

visit this widget to view all of the

view Customer Responded Tickets for the list of tickets where the

customer added a note: **Customer Responded Tickets

...

customers added notes.

Where to find the Kaseya BMS template bots

...

To locate the Kaseya BMS template bots:

  1. Navigate to Bots on the MSPBots MSPbots menu.
  2. Click the Templates Bots tab.
  3. Click any of the integration groups to Kaseya BMS.

          Image Removed Kaseya BMS bots templateImage Added

How to clone a template bot

...

Go to How to Clone a Bot Template

...

for the guided steps in cloning a bot template.