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The NextTicket Manager is an automated ticket dispatch system that helps technicians and dispatchers identify the ticket that will be worked on next based on a combination of a pre-defined scoring system and rules. This app aims to deliver value to Managed Service Providers (MSPs) more quickly and efficiently. The NextTicket Manager for Kaseya BMS is specifically designed for Kaseya BMS users who want to achieve more efficient ticket prioritization and management. For more information on NextTicket and how it works, read the article What is NextTicket Manager?
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Why should I use the NextTicket Manager for Kaseya BMS?
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- Automatic and unbiased ticket dispatching - Tickets are automatically dispatched automatically based on priority rules and a point system , ensuring and priority rules. This ensures that dispatchers and technicians assign and work on tickets objectively based on an , according to approved priority, importance, and time criticality.
- Prioritization based on company requirements - The priority rules and point system that define NextTicket prioritization are based on the priorities, importance, and criticality approved by the company. This improves the speed and accuracy of ticket assignment and prioritization remarkably. As a dispatcher, you save 80% of your time allotted for assigning tickets and see the highest ticket priority for each technician based on their skill set.
- Quick identification of next tickets - As a technician, you can quickly identify the tickets you should work on next and monitor tickets scheduled for the day on the same page. You can also reject a ticket if you cannot work on it yet as long as you provide a valid reason for rejection.
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- Kaseya BMS users with a working integration with MSPbots
- Technicians and dispatchers within the company's active directory
- Administrators with admin permissions for setting up the filters, points system, and priority rules
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For The Priority Rules must be set up properly for NextTicket to function successfully, ensure that the Priority Rules are set up. Only admin users can modify these priority rules on the Settings tab. Optional: Add companies to the Watch List. |
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Follow these steps to access the NextTicket app for Syncro Kaseya in MSPbots:
- Open the MSPbots app.
- Click Apps on the left pane.
- When the Apps tab opens, search for NextTicket for Kaseya BMS and click it to open.
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| Note |
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Only Admin users have permission to adjust the settings for of the NextTicket app. |
How to set the ticket filter
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The next priority ticket and its details appear after you select a filter and a user on the NextTicket for Kaseya BMS screen. If you think that this ticket should not be the user's next top-priority ticket of the user, reject the ticket and specify the reason why the user can't work on it.
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- On the NextTicket for Kaseya BMS screen, select the applicable filter from the Tickets filter list.
- Next, select the technician's name from the User list to view details of the assigned next top-priority ticket.
- Review the details and click Reject Next Ticket.
- When the Reject the Reject Ticket window opens, select or type the reason for rejecting the ticket, and click Save.
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- Interview your dispatcher or technician to identify rules and conditions like this: If (given scenario)<given scenario>, then it should be given more (or less) importance.
- Review each of the point rules you have identified. Use the Save & Test function to test each rule.
- Use the Test all function to balance the points between the rules and check if the prioritization brings up your expected result.
- Ask your technicians to try the NextTicket Manager for Kaseya BMS app and give you feedback.
- Adjust the rules and points based on the dispatcher's or technicians' feedback.
- Continue updating the rules and corresponding priority points for two weeks. The resulting prioritization should improve over time until you don't need to modify anymore.
- Request and create new rules that are unique and not duplicates of existing ones.
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Below are the priority rules and descriptions of how each rule functions. For information on how to activate, test, save, delete, and request priority rules, read the article NextTicket Manager Priority Rules.
| Priority Rule | Function |
|---|---|
| Account Type | Adds corresponding points to the ticket when a ticket matches the account type selected |
| Assigned to User | Adds the indicated points if the ticket is assigned to the current user |
| Contact POC (Point of Contact) | Adds corresponding points to tickets that match the identified Contact POC (Yes/No) |
| Past Due Date | Adds the indicated points to a ticket every hour past its due date |
| Priority Type | Adds the indicated points to tickets with the selected priority type |
| Receive Invoices | Adds corresponding points to a ticket when it matches the selected Receive Invoices (Yes/No) |
| SLA Resolution Expiration Time | Adds corresponding points to the ticket if its expiration matches the specified number of minutes before or after the SLA resolution expiration time |
| SLA Response Expiration Time | Adds corresponding points to the ticket if its expiration matches the specified number of minutes before or after the SLA response expiration time |
| Secondary Assignee | Adds corresponding points to the ticket depending on the Secondary Assignee(s) field |
| Service Call Schedule Expiration | Adds points when the Service Call Schedule Expiration of the ticket matches the specified number of minutes before (Include the minute) or after (Not include the minute) the start or end |
time | |
| Ticket Age | Adds corresponding points to a ticket for every min/hour/day that has elapsed from the Creation Date |
| Ticket Last Activity Update | Adds points to tickets ticket if the last activity update was updated |
| Ticket Status vs User | Adds corresponding points to a ticket if it has the identified Ticket Status and the indicated User requested to handle the ticket |
| Time In Status | Adds corresponding points to a ticket when it has been in a selected status over a given duration |
| Time from Last Update | Adds the indicated points to a ticket every hour past its last update time |
Related Topics
- Configuring NextTicket Priority Rules According to Requirements
- Assigned User Due Date Priority Rule for NextTicket
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For more information on using the Watch List, read the article How to use the Watch List in NextTicket Manager.
FOR ADMINS: Customize Ticket URL
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- Go to Next Ticket for Kaseya BMS app.
- Click Settings> Options.
- When the Options tab appears, toggle the Customize Ticket URL switch and enter your custom ticket URL, replacing the actual ticket number with the {{TicketNumber}} token.
- For example, if the original ticket URL is https://manage.mspbotssample.com/v4_6_release/ConnectWise.aspx?locale=en_US&routeTo=ServiceFV&recid=5027470, and you want to customize the ticket URL to https://mtx.link/5027470, you need to enter https://mtx.link/{{TicketNumber}} in the "Customize Ticket URL" option. So, when you click on the ticket number, the link will point to https://mtx.link/5027470.
Tip The "Customize Ticket URL" feature is universal in the Attendance Manage and all NextTicket apps:
- If you toggle on the "Customize Ticket URL" switch in any one of the attendance management or all the NextTicket apps, the switch for this feature in the remaining apps will also be turned on. If you turn off the switch in any of these apps, the switch for this feature in the remaining apps will also be turned off.
- When you configured the "Customize Ticket URL" in any of these apps, it will be applied to all the remaining apps.
- If the "Customize Ticket URL" switch is turned off, the ticket links will remain as the originally generated links.
- For example, if the original ticket URL is https://manage.mspbotssample.com/v4_6_release/ConnectWise.aspx?locale=en_US&routeTo=ServiceFV&recid=5027470, and you want to customize the ticket URL to https://mtx.link/5027470, you need to enter https://mtx.link/{{TicketNumber}} in the "Customize Ticket URL" option. So, when you click on the ticket number, the link will point to https://mtx.link/5027470.
- Click Save to keep your settings.
FOR TECHNICIANS: How to use NextTicket
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As a technician, your next top-priority ticket is shown on theNextTicket for Kaseya BMS screen where you can also request or reject the next ticket assigned to you.
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- Go to the NextTicket for Kaseya BMS screen and select the applicable filter from the Tickets filter and User dropdown lists.
- Once the details of your top priority ticket appear on the screen, click Reject Next Ticket.
- When the Reject Reason window opens, give a provide the reason why you want to reject the ticket, and click click Save.
For more information on how to use NextTicket, read the article What is NextTicket Manager?
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