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No.Bot NameDescription Default TriggerDefault Alert Message
1Kaseya BMS Unassigned Tickets Alert TemplateThis bot sends the service dispatcher an hourly alert for the count of unassigned tickets that needs immediate allocation.

Unassigned Ticket Count > 0

Alerts every hour between 08:00 AM and 05:00 PM 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 will 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.


2Kaseya BMS Too Many In Progress Alert TemplateThis bot alerts technicians when they have more than 2 tickets in the In Progress status.

Ticket In Progress Count > 2

Alerts every 5 minutes between 08:00 AM and 05:59 PM on Monday, Tuesday, Wednesday, Thursday, and Friday

Hi, {Technician}! 

You currently have {Ticket Count} tickets in progress. The number of tickets in progress per technician 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 drill - through here.



3Kaseya BMS Customer Note Added Alert TemplateThis bot notifies the technician of the list of opened tickets where the customer added a note.

The ticket has had the status "Customer Reply" since yesterday.

Alerts every 30 minutes past the hour between 08:00 AM and 05:59 PM on Monday, Tuesday, Wednesday, Thursday, and Friday


Hey there, {Technician}!

Please review the ticket: {Ticket Number} - {Title}.  
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

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