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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 Syncro is specifically designed for Syncro 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? helps 

What's on this page:

Why should I use the NextTicket Manager for Syncro? 

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• Automatic and unbiased ticket dispatching - Tickets are dispatched automatically based on priority rules and a point system , ensuring to ensure that dispatchers and technicians assign and work on tickets objectively based on an approved priority, importance, and time criticality.
• Prioritization based on company requirements - The priority rules and point system that define 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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Accessing the NextTikcet Manager for Syncro 

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• To delete filter conditions individually, click corresponding to the filter condition that you want to delete.
  
  
• To delete all filter conditions at once, clickand then click Clear All. 
  
  

How to reject

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a technician's ticket 

The next priority ticket and its details appear after you

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On the NextTicket for Syncro screen, select a filter and a user to refresh the Request Next Ticket option and show the details of the user 's top priority ticket appear on the NextTicket for Syncro screen. If you think that the this ticket should not be the next top-priority ticket of the user, reject the ticket and provide specify the reason why you the user can't work on the ticketit.​​ 

Follow these steps to reject a top-priority ticket:

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1. On the NextTicket for Syncro screen, select the applicable filter from the Tickets filter list.
2. From the User listNext, select the applicable user to the top technician's name from the User list to view details of the assigned next top-priority ticket. 
3. Review the ticket details , and click Reject Next Ticket.
4. When the Reject Reason Ticketwindow opens, select or type the reason why you want to reject for rejecting the ticket , and click Save. 
   
   

FOR ADMINS: Setting up the point system for priority rules​

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Defining the point system for the NextTicket for Syncro priority rules calibrates the prioritization of the tickets. 

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How to set up the point system

1. Click Settings on the NextTicket for Syncro screen, and select NextTicket For Syncro Priority Rules.
2. Go to the Tickets filter and User fields and select the options that apply to your requirements.
3. Next, set up the priority rules.
   1. Select a ticket priority type from the If ticket priority = field.
   2. Next in the add points field, enter the number of points that will be given to tickets that meet the condition selected in Step 3a. 
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   3. Do the same for the other rules you want to configure. Refer to the section on the the priority rules and functions below to know determine which rules meet your requirements.
      The rows of the priority rules are expanded by default. You can click the Priority Point rules switch to collapse all rows.
      
      
4. Do any of the following options after setting up each priority rule:
   • Enable the rule by clicking the corresponding toggleswitch.
   • Load the rule's default value. Click the Load DefaultImage Modifiedicon.
   • Click the Save & TestImage Modifiedicon to save the changes for the specific priority rule and to test the values of the rule.
   • Save your changes on the rule by clicking the SaveImage Modifiedicon.
   • Delete the rule and click the Delete Image Modified icon to delete the rule.
     
5. Do any of the following options after setting up all your preferred priority rules:
   • Test the calculation result for all the priority rules. Click Test All. 
   • Load the default values for all the priority rules. Click Load Default All. 
   • Save the changes for all the priority rules. Click Save and select Save All. 
   • Click Save and select Save Rule as Template to save the changes for all the priority rules as a template.In the Save Rule as Template window,set the Template Name and click Save.

Best Practices in setting the priority rules for NextTicket for Syncro

1. Interview your dispatcher or technician to identify the rules and conditions for your filters. An example of a rule is: If (<given scenario)scenario>, then give more (or less) points. 
2. Review each of the point rules you have identified. Use the Save & Test function to test each rule.
3. Use the Test all function to balance the points between the rules and check if the prioritization brings up your expected results.
4. Encourage your technicians to give try the NextTicket app a try and give you feedback.  
5. Adjust the rules and points based on the dispatcher's or technicians' feedback.
6. Continue updating the rules and corresponding priority points for two weeks. The resulting prioritization should improve over time and until you wondon't need to modify anymore. 
7. Request and create new rules that are unique and not similar or duplicates of existing ones.  

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What are the NextTicket priority rules and functions?

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• Configuring NextTicket Priority Rules According to Requirements
• Assigned User Due Date Priority Rule for NextTicket

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FOR ADMINS: Adding companies to the watch list​

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By adding companies to the watch list, you can give additional points to the tickets logged by these companies and follow up as needed. that they log so you can bump the priority of their tickets.

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1. Go to the NextTicket for Syncro screen, click and click Settings > Watch List For for Syncro. 
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2. When the Watch List the Client Watch List for Syncro tab opens, click Add Company.
3. In the Add Company the Add Company window, select the checkbox for the companies you want to add.​
4. If you want to show and select only companies with an agreement, select the checkbox for Only show companies have an agreement. Type Don't forget to provide the reason for adding the selected companies in the Why add to the watch list? fieldtext box. 
5. Click Save when done adding.  

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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1. Go to Next Ticket for Syncroapp.
2. Click Settings> Options.
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3. 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.

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4. Click Save to keep your settings.

FOR TECHNICIANS: How to use NextTicket for Syncro

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1. Go to the NextTicket for Syncro screen and select a filter from the Tickets filter listfilter and User dropdown lists. The screen screen automatically refreshes and shows the details of your next top-priority ticket. 
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2. Select either Dashboard View or List View to view the ticket details according to your preference.​

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Rejecting your top-priority ticket

You can reject If you think that your next top-priority ticket if you think that it should not be your next ticket. It is also necessary to specify yours, reject it and give the reason why you can't work on the ticket.​

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1. Go to the NextTicket for Syncro screen and select the applicable filter from the Tickets filter list.filter and User dropdown lists. 
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2. Once the details of your top priority ticket appear on the screen, click Reject Next Ticket.
3. When the Reject Reason the Reject Reason window opens, select or type the reason why you want to reject the ticket, and then click Save. 
   

For more information on how to use NextTicket, read the articleWhat is NextTicket Manager?

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