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The
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volume of rejected tickets and the utilization rate are two of the measures that are valuable to MSPs. Insights from these data help managers and business owners streamline ticketing, improve technicians' skill sets, and assess and plan resource requirements. Autotask has bots that help users and managers to monitor ticket rejection and utilization rates more proactively. These are the Reject Alert, Rejected Ticket Summary Alert, and Daily Utilization Alerts bots.
This article gives the following overview of these bots:
| Table of Contents |
|---|
Summary of Features
Name of the Bot | Description | Trigger | Alert Message | Escalation |
Autotask NextTicket Rejected Alert | This bot sends an alert to the member and the manager when a member rejects the next ticket. The alert also indicates the reason for rejecting the ticket. | Runs every 15 minutes |
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.
Installing the new NextTicket Bots for Autotask
- Go to Apps Page
- Click + Add from Marketplace
Select Next Ticket Bots for Autotask
- Click Add
- Go back to App page
- Click Next Ticket Bots for ConnectWise or Autotask
- Hover to Bots Tab and click the drop down arrow to show the list of new bots
Bots feature summary:
No
Bots Name
Description
Triggers
Alert Message
Escalation
1
- Autotask Manage Next Ticket Rejected Alert
Sends alert to member/s and manager on why the member rejected the ticket.
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: |
2
- Autotask Manage Next Ticket Rejected Ticket Summary Alert
The alert is sent on the 3rd, 6th, and 9th time of ticket rejection. | |
Autotask NextTicket Rejected Ticket Summary Alert | This bot sends managers alerts containing |
the summary of rejected tickets |
for the week. |
Weekly (Every Friday)
Runs weekly, every Friday at 7:00 |
PM | 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
The alert is sent on the 3rd, 6th, and 9th time of ticket rejection. |
Autotask NextTicket |
Daily Utilization Alert |
This bot sends alerts to users who have below 60% |
NextTicket utilization at the end of their shift. |
Runs daily at 5:00 |
PM | To: Member Email Hi {Member}, Good Job on handling {Number of ConnectWise |
Updated Tickets} |
tickets! However, you used |
NextTicket only {Number of Worked Tickets from NextTicket} times (lower than your company's preferred rate of 60%). Remember that |
NextTicket 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 |
NextTicket for at least 10 tickets. | Weekly Threshold: |
Edit bots Trigger Script
1. In the Detail tab, by default the Trigger toggle switch is ON which means that the bot is available and running.
2. To edit the Trigger script details for each bot, click the "Design" tab.
3. Edit Trigger script. (see screenshot below)
3. Navigate to last page. Then, click Finish to save.
Trigger script setup screenshots:
The alert is sent on the 3rd, 6th, and 9th time of ticket rejection. |
Where can I find the Autotask Bots?
- Navigate to Apps on the MSPbots menu.
- Click to Next Ticket for Autotask.
- Hover over Bots in the upper right corner to show the NextTicket bots.
What is Trigger and how can I edit the Trigger Script?
The Trigger is one of the toggle switches for bots that are found in the Detail tab. Switching the Trigger ON makes the bot available and running.
This switch is also found in the Bots tab under Grid or List view. It is enabled by default
To edit the trigger script, click Design, follow the prompts, and click Finish to save. Below is the table of screenshots for setting up the trigger.
Name of the Bot |
No
Trigger Script | Advance Scheduler Setting |
1
Autotask |
NextTicket Rejected Alert |
|
2
3
| |
Autotask NextTicket Rejected Ticket Summary Alert |
|
|
Autotask |
NextTicket Daily Utilization Alert |
|
...
 |
What is Alert and how can I edit the Alert Script
...
1. Select a specific bot. Then, go to Details tab.
?
The Alert toggle switch enables the sending of alerts. Switching it ON sends the alert messages to managers and members based on the conditions in the alert script setup. Alerts may be sent through Teams chat, Teams channel, email, or web messages. This switch is OFF by default.
To activate and 2. By default, Alert switch is OFF. To enable sending of alerts, switch ON the Alert toggle Alert toggle switch button.
To 3. To edit the Alert script details for each bot, click the "Design" tab.
4. Click Next to navigate to Alert page. Then, edit. (see screenshot below)
5. Navigate to last pagealert script, select a bot and go to the Design tab. Click Next to go to the Alert window and follow the prompts until you are done creating the script. Click Finish to save.
Alert script setup screenshots:
Below is the table of screenshots for setting up the alert.
Name of Bot |
No
Alert Script |
Autotask |
NextTicket Rejected Alert |
|
Autotask |
NextTicket Rejected Ticket Summary Alert |
|
Autotask |
NextTicket Daily Utilization Alert |
|
Edit bots Escalation Script
1. Select a specific bot. Then, Go to Details tab.
2. By default, Escalation switch is OFF. To enable Escalation, switch ON first the Alert switch and then the Escalation button.
What is Escalate and how can I edit the Escalation Script?
The Escalate switch enables the bot to send an escalation message to the person or manager specified in the escalation setup. Escalation scripts are sent whenever members failed to perform tasks or corrective actions. This switch is OFF by default.
To activate the Escalation Alert, turn ON the Alert switch, then turn ON the Escalate switch.
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3. To edit the Escalation script for each bot, click the "Design " tab. 4. Click Next to and navigate to the Escalation page. Thenwindow, then edit . (see screenshot below) 5. Navigate to last page. Click the script and conditions. Click Next to go to the next window and click Finish to save.
Escalation script setup screenshots:
Below is the table of screenshots for setting up the escalation.
No
Bots Name
Time Frame
| Name of Bot |
Escalation Step 1 | Escalation Step 2 | Escalation Step 3 |
1
Autotask |
NextTicket Rejected Alert
|
|
| 
|
2
Autotask NextTicket Rejected Ticket Summary Alert
|
|
 |
|
3
Autotask |
NextTicket Daily Utilization Alert
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