App Description

The NextTicket app is an automated ticket dispatch system that gives the technician and dispatchers a portal where they can identify the next ticket that will be worked on based on a predefined scoring system by the organization considering predefined rules that will help deliver value to the MSP faster.

App Link

https://app.mspbots.ai/dashboard-1661633308549263362?appId=1661633330849910784&name=NextTicket%20for%20Halo&subscriptionId&subscriptionStatus&pageid=1661633308549263362

How to access the app 

To access the NextTicket app for Halo in MSPbots, follow these steps:

1. Go to app.mspbots.ai.​
2. Click Apps in the left pane.​
3. When the Apps tab opens, click NextTicket for Halo.​

Why should you care? 

• For Owner and Service Managers: The NextTicket app is going to provide an automated way of dispatching tickets to technicians. It also helps ensure you that technicians and dispatchers are more objective in catering tickets based on their priority, importance, and time criticality.
• For Dispatchers: This feature gives dispatchers an automated way of dispatching tickets in a few clicks. And you also have a way to see the highest ticket priority for each technician considering their skillset.
• For Technicians: This feature helps technicians easily identify what ticket they should work on next. If technicians can't work on the ticket, they can reject it as long as they specify the reason. Technicians can also monitor their scheduled tickets for the day on the same page.

Prerequisites

• Halo PSA Integration.
  
• Set Up Priority Rules (only Admin users can modify these on the Settings tab).
• Optional: Add Companies to Watch List. 

Admin Users: Setup Procedures

Only Admin users have permission to adjust the settings for the NextTicket app.

 Set the ticket filter

You can set filters that can help you narrow down the tickets applicable for each technician. 

To set the ticket filter, follow these steps:

1. On the NextTicket for Halo screen, select the Tickets filter list, and then click Add New Filter.
2. When the Filter Settings window opens, enter the name of the filter in the Filter Name box.
3. In the center pane, select the applicable filter type from the Select Fields list.
4. When two new boxes or lists appear beside the Select Fields list, indicate the other specifications of the filter.
   If you want to add more groups or conditions for the filter, click the plus symbol below Filter Name, 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.
5. When you're done setting up the filter, click Save.

Delete filter conditions

• In the Filter Settings window, you can either delete filter conditions individually or delete them all at once. 
• To delete filter conditions individually, click the x symbol  for each row of filter conditions that you want to delete.
• To delete all filter conditions at once, click the delete symbol , and then click Clear All.

Reject the top priority ticket of a user

On the NextTicket for Halo 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 screen. If you think that the ticket should not be the top priority ticket of the user, you can reject the ticket. It is also necessary to specify the reason why the user can't work on the ticket.​

To reject the top priority ticket of a user, follow these steps:

1. On the NextTicket for Halo screen, select the applicable filter from the Tickets filter list.
2. From the User list, select the applicable user to see his or her top priority ticket. 
3. Once the details of the user's top priority ticket appear on the screen, review the details, and then click Reject Next Ticket.
4. When the Reject Reason window opens, select or type the reason why you want to reject the ticket, and then click Save.

Set up the point system for priority rules​

You can define the point system for the NextTicket for Halo priority rules to calibrate the prioritization of the tickets. 

How to set up the point system

1. On the NextTicket for Halo screen, click Settings and select NextTicket For Halo Priority Rules.
2. Select the applicable options in the Tickets filter and User lists.
3. Set up the priority rules. You can refer to the section on the priority rules and functions below for reference. By default, the rows of priority rules are expanded. You can click the Priority Point rules switch to collapse all rows.
4. After setting up each priority rule, you can click do any of the following:
   • Click the Load Default button to load the default value for the rule.
   • Click the Save & Test button to save the changes for the specific priority rule and to test the values of the rule.
   • Click the Save button to save the changes for the specific priority rule.
5. After setting up all your preferred priority rules, do any of the following:
   • Click Test All to test the calculation result for all the priority rules.
   • Click Load Default All to load the default values for all the priority rules.
   • Click Save and select Save All to save the changes for all the priority rules.
   • Click Save and select Save Rule as Template to save the changes for all the priority rules as a template. In the Save Rule as Template window, set the Template Name and click Save.

Best Practice to setup up the priority point

1. Interview your dispatcher or technician, and write down the rules like this: If _____, then it is more/less important
2. Review the point rules one by one, and make sure you use the “Save and Test” button to test the rules one by one.
3. User “test all” to balance the points between the rules.
4. Ask the tech to start the trial, giving feedback.
5. Adjust the rules and points when getting feedback from the dispatcher or techs.
6. Keep updating the next ticket for the next couple of weeks, it will get to a good enough point that you don’t need to do much anymore.
7. Request new rules that don’t exist already.

What are the NextTicket priority rules and functions?

Below are the priority rules and descriptions of how each rule functions.

Related Topics

• Configuring NextTicket Priority Rules According to Requirements
• Assigned User Due Date Priority Rule for NextTicket

Add companies to the watch list​

By adding companies to your watch list, you can give additional points to the tickets that they log so you can bump the priority of their tickets.

To add ​companies to the watch list, follow these steps:

1. On the NextTicket for Halo screen, click Watch List.
2. When the Watch List tab opens, click Add Company.
3. In the Add Company window, select the check box for the applicable companies.​
   You can also select the Only show companies have agreement check box if you want only the companies with agreements to appear on the list of companies.​
4. In the Why add to the watch list? box, enter the reason why you want to add the selected companies to the watch list.
5. Once finished, click Save.

Users or Technicians: Feature Overview and Tasks

This section guides users on how to navigate the Next Ticket app.

View your top priority ticket 

On the NextTicket for Halo screen, you can see the top priority ticket that you can start working on.

1. To view your top priority ticket, go to the NextTicket for Halo screen, and then select the applicable filter from the Tickets filter list.
2. After you select a filter, the Request Next Ticket option automatically refreshes, and then the details of your next top priority ticket appear on the screen.
3. You can select either Dashboard View or List View to view the ticket details in a way that you’re comfortable in.​

 Reject your top priority ticket

If you think that the ticket should not be your top priority ticket, you can reject the ticket. It is also necessary to specify the reason why you can't work on the ticket.​

To reject your top priority ticket, follow these steps:

1. On the NextTicket for Halo screen, select the applicable filter from the Tickets filter list.
2. Once the details of your top priority ticket appear on the screen, click Reject Next Ticket.
3. When the Reject Reason window opens, select or type the reason why you want to reject the ticket, and then click Save.