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  1. Why do I get an error when I type “nt” in MS Teams?

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    Typing "nt" in Teams shows an error message
    Typing "nt" in Teams shows an error message
     

  2. Why does NextTicket Manager bring up the same ticket all the time? 

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    NextTicket Manager Brings Up the Same Ticket All the Time
    NextTicket Manager Brings Up the Same Ticket All the Time

  3. Who can configure the bots and the different settings (filters, rules, etc.)? 
    Only a user with Admin rights can modify the bot and the different settings in the app.

  4. How can I request a new priority point rule?
    You can request a new priority rule by clicking the Request New Rule button on the priority rules page. Our Support Team will receive your request and assess it for development. Please read How to Request a New Rule for NextTicket for information on how to do this. 

  5. How can I restrict users from accessing the app?
    You can restrict users from accessing the app by removing their licenses. For more information on removing licenses, please read How to Assign and Remove a License for NextTicket Manager. 

  6. How can I request a new field for a filter?
    You can submit a request to MSPbots support so that they can reach out to the development team to add the field for the filter. Please read How to Request a New Rule for NextTicket for information. 

  7. How can I delete a rule template?
    You can delete a rule template by clicking the delete icon for corresponding to it. Please go to NextTicket Manager Priority Rules for the instructions. 

  8. Will technicians see the points awarded to tickets based on the MRR rule? (confidential)  
    No, only admins can see the points assigned to a ticket based on the MRR rule.

  9. What happens to the rejected tickets?
    NextTicket removes rejected tickets from the queue for one hour after rejection. During this hour, the admin should update the rules or settings so that technician will get the correct ticket, and the rejected one won't be a priority ticket anymore. If the admin does not update within the hour, the ticket will queue back, and the technician will get it again. 
    Can we link the ticket ID hyperlink to our PSA’s fat client instead of the web client? 

  10. Why can’t I access the NextTicket Manager? Why do I get the No Permission error when accessing NextTicket Manager?
    You need a license to be able to access NextTicket Manager. If you can't access the app, ask your admin, dispatcher, or manager for a license.  For more information on access issues and licensing, please read Users cannot access Attendance, NextTicket, or Dashboards. 
    What is the recommended range of points to use?