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Summary
No | Bot Name | Description | Trigger | Alert Message |
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1 | SyncroMSP Stale Ticket Alert Template | A bot that alerts a technician on weekdays @ 9:00 a.m. whenever they have stale tickets that are last updated after 3 days. | If no Ticket update for the last 3 days, At 09:00 AM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hi, {Resource Name}! You currently have {Ticket Count} stale tickets. These are the tickets not updated or without any activity in the last 3 days. KIndly review the said tickets. You may check the details found in the |
drill through here. Thank you and have a good day! | ||||
2 | SyncroMSP Unassigned Tickets Alert Template | This bot sends an hourly alert to the service dispatcher for the count of unassigned tickets for immediate allocation. | If Ticket Count > 0, Alerts every hour between 08:00 AM and 05:00 PM, only 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. |
3 | SyncroMSP Too many In Progress Alert Template | A bot that alerts the technician when they have more than 2 tickets in progress. | If Ticket in progress count > 2, Alerts every 5 minutes, between 08:00 AM and 05:59 PM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hi, {Resource Name}! You currently have {Ticket Count} tickets in progress. The number of tickets in progress should only be 2 at most. Kindly prioritize and complete the critical task before adding a new one. You may check the details in the drillthrough here. Thank you and have a good day! |
4 | SyncroMSP Customer Note Added Alert | A bot that notifies the technician the list of opened tickets where the customer added a note. | If Ticket under status "Customer Reply" since yesterday, Alerts every at 30 minutes past the hour, between 08:00 AM and 05:59 PM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hey there, {Resource Name}! Please review the ticket: {Ticket Number} The customer recently added a note on the ticket. You may also visit this widget to view all of the tickets where the customer added a note: ** Customer Responded Tickets |
5 | SyncroMSP Approaching Appointment Expiration Alert Template | A bot that alerts the team members when they are 30 mins before the end of their most current appointment record. | If ticket appointment schedule ends on the next 30 minutes, Alerts every 30 minutes, between 08:00 AM and 05:59 PM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hello, {Technician}! This is a friendly reminder that you are approaching the end ({Appointment End Date}) of the scheduled entry on this ticket: {Ticket Number} - {Ticket Title} If you need more time, please notify the coordinators as soon as possible. If you haven’t already started on this ticket, please let the coordinators know to adjust your schedule. |
6 | SyncroMSP Appointment Lag Alert Template | A bot that alerts the technician of the time entered with a start time of an hour or more after the start of ticket appointment. | If ticket appointment time entered >= 1 hr, Alerts every 15 minutes, between 08:00 AM and 05:59 PM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hello, {Technician Name}! The time entry {Time Entry ID} you recently entered in ticket: {Ticket Number} has slipped behind its appointment time. Appointment Start: {Appointment Start} Time Entry Start: {Start Time} |
7 | SyncroMSP Late Time Entry Alert Template | Late Time Entry Alert bot alerts users whenever they log a late time entry. Enabling this bot will automatically remind your techs to charge time entries right after they finish working on a ticket to improve their KPIs, compute utilization rate and agreement profitability accurately, increase the revenue and profit of your company and maintain positive collaboration between techs. | if log time entry shows late time Alerts every 5 minutes, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hi, {Technician Name}! Your recent time entry {Timer ID} (Ticket #: {Ticket ID}) was logged {Late Time Entry Mins} minutes late from: {Start Time} to {End Time}, entered on {Date Entered}. Why am I receiving this message and why should I care?
How should I fix it? Here's a video guide on best practices in logging time entries. |
8 | SyncroMSP Insufficient Time Entry Prompter Template | A bot that alerts a technician if they worked on a ticket for quite a long hour but provided an insufficient note. | If Entry notes <100 characters, Alerts every 5 minutes, starting at 3 minutes past the hour, between 08:00 AM and 04:59 PM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hi, {Technician Name}! Your time entry {Time Entry ID} (for ticket: {Ticket ID}) with work hours of {Actual Time Hours} is over 2 hours, but your time log note has only {Notes Length} characters. Please provide more details about the work you did for this time entry. Thanks! |
9 | SyncroMSP Next Ticket Rejected Alert Template | Alerts the member and manager when member rejected a next ticket. | If User rejected a Next ticket, Every minute. | Member} has rejected the next ticket. Ticket: {Ticket Number} Client: {Company} Subject: {Subject} Reason: {Reason} Date Rejected: {Date Rejected} |
10 | SyncroMSP Next Ticket Rejected Alert Summary Template | Alerts the managers of rejected Next Ticket summary every Friday at 7:00 PM. | Total number of Tickets, Alerts at 07:00 PM, only on Friday | Hi {Manager}, Total Number of Tickets Rejected: {Number of Tickets} The following members who rejected Next Tickets {Ticket Rejectors} Reasons: {Reasons} For more details please click here. If you think you shouldn't be receiving this alert please clickhere. |
11 | SyncroMSP Prolonged Time Entry Verifier Template | This bot alerts a technician when their time entry logged hours are unusually long. | If count of prolonged time entries > 0, Email is available. Alerts at 09:00 AM, only on Monday, Tuesday, Wednesday, Thursday, and Friday | Hi {Technician}, You have a total of {Count of Prolonged Time Entries} that are created in the last 24 hours. Please be mindful of the time entries you log and keep track of your KPIs. |
Where can I find the Syncro MSP Bots?
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