N O T I C E
MSPbots WIKI is moving to a new home at support.mspbots.ai
to give you the best experience in browsing our Knowledge Base resources and addressing your concerns. Click here for more info!
Page History
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 Kaseya BMS is specifically designed for Kaseya BMS 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?
What's on this page:
Table of Contents style none
...
- Open the MSPbots app.
- Click Apps on the left pane.
- When the Apps tab opens, search for NextTicket for Ksaeya Kaseya BMS and click it to open.
...
- On the NextTicket for Kaseya BMS screen, select the Tickets filter list, and then click Add New Filter.
- When the Filter Settings window opens, enter a name for your filter in the Filter Name box.
- Next, add a condition for your filter by selecting the appropriate filter type from the Select Fields list.
- To complete your condition, enter additional details in the two new fields or lists that appear beside the Select Fields dropdown.
- When you're done setting up the filter, click Save.
If you want to add more groups or conditions for the filter, click
and then select either Add Group or Add Condition.
You can also click Preview to check if your new filter settings or conditions are valid before you save the changes.
For more information on NextTicket filters, read the article How to Setup Filters for NextTicket Manager.
...
- To delete filter conditions individually, click
corresponding to the filter condition that you want to delete.
- To delete all filter conditions at once, click
and then click Clear All. 
How to reject
...
a technician's ticket
The next priority ticket and its details appear
...
On the NextTicket for Kaseya BMS screen, after you select a filter and a user, the Request Next Ticket option automatically refreshes, and then the details of the user 's top priority ticket appear on the NextTicket for Kaseya BMS screen. If If you think that the this ticket should not be the next top-priority ticket of the user, you can reject the ticket . It is also necessary to and specify the reason why the user can't work on the ticketit.
To reject the top priority ticket of a user, follow these steps:
...
Overview
Content Tools