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This article gives the following overview of these bots:

Table of Contents

Summary of Features

Name of the Bot	Description	Trigger	Alert Message	Escalation
ConnectWise Manage NextTicket Rejected Alert	This bot sends an alert to the member and the manager when a member rejects the next ticket. The alert also indicates the reason for rejecting the ticket.	Runs every 15 minutes	To: {Manager Email}; {Member Email} {Member} has rejected a next ticket. Ticket: {Ticket} Client: {Client} Summary: {Summary} Reason: {Reason} Date Rejected: {Date Rejected}	Weekly Threshold: The alert is sent on the 3rd, 6th, and 9th time of ticket rejection.
ConnectWise Manage NextTicket Rejected Ticket Summary Alert	This bot sends managers alerts containing the summary of rejected tickets for the week.	Runs weekly, every Friday at 7:00 PM	Hi {Manager}, Total Number of Tickets Rejected: {Number of Tickets Rejected} The following members who rejected Next Tickets. {Ticket Rejectors} Reasons: {Reasons} If you think you shouldn't be receiving this alert please click here.	Weekly Threshold: The alert is sent on the 3rd, 6th, and 9th time of ticket rejection.
ConnectWise Manage NextTicket Daily Utilization Alert	This bot sends alerts to users who have below 60% NextTicket utilization at the end of their shift.	Runs daily at 5:00 PM	To: Member Email Hi {Member}, Good Job on handling {Number of ConnectWise Updated Tickets} tickets! However, you used NextTicket only {Number of Worked Tickets from NextTicket} times (lower than your company's preferred rate of 60%). Remember that NextTicket improves your efficiency by helping you work on the most important tickets first and helping you avoid missing any ticket. Your company prefers that you use NextTicket for at least 10 tickets.	Weekly Threshold: The alert is sent on the 3rd, 6th, and 9th time of ticket rejection.

Where can I find the NextTicket for ConnectWise Manage Bots?

Navigate to Apps on the MSPbots menu.
Click to Next Ticket for ConnectWise Manage.
Hover over Bots in the upper right corner to show the NextTicket bots.

What is Trigger and where can I edit the Trigger Script?

The Trigger is one of the toggle switches for bots that are found in the Detail tab. Switching the Trigger ON makes the bot available and running.

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Name of the Bot	Trigger Script	Advance Scheduler Setting
ConnectWise Manage NextTicket Rejected Alert
ConnectWise Manage NextTicket Rejected Ticket Summary Alert
ConnectWise NextTicket Daily Utilization Alert

What is Alert and how can I edit it?

The Alert toggle switch enables the sending of alerts. Switching it ON sends the alert messages to managers and members based on the conditions in the alert script setup. Alerts may be sent through Teams chat, Teams channel, email, or web messages. This switch is OFF by default.

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Name of Bot	Alert Script
ConnectWise Manage Next Ticket Rejected Alert
ConnectWise Manage Next Ticket Rejected Ticket Summary Alert
ConnectWise Next Ticket Daily Utilization Alert

What is Escalate and how can I edit it?

The Escalate switch enables the bot to send an escalation message to the person or manager specified in the escalation setup. Escalation scripts are sent whenever members failed to perform tasks or corrective actions. This switch is OFF by default.

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To edit the Escalation script for each bot, click the Design tab. Click Next and navigate to the Escalation window, then edit the script and conditions. Click Next to go to the next window and click Finish to save.

Below is the table of screenshots for setting up the escalation.

Name of Bot	Escalation Step 1	Escalation Step 2	Escalation Step 3
ConnectWise Manage NextTicket Rejected Alert
ConnectWise Manage NextTicket Rejected Ticket Summary Alert
ConnectWise NextTicket Daily Utilization Alert