For Users

App Description 

The Next Ticket Feature 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/NextTicketforAutotask?pageid=4d611e3fcc01

How to access the app 

To access the Next Ticket feature for AutoTask in MSPbots, click Alpha Release in the left pane, and then click NextTicket for Autotask.

Why should you care? 

Bots related to the app 

Widget Components

Related Integration 

Requirements 

Setup Procedures

Only the admin of MSPbots will have permission to do the setting, please click the "setting" on the upper right corner to enter the setting screen.

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. In the NextTicket for Autotask tab, 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, specify 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.

5. When you're done setting up the filter, click ok.

Request or reject next ticket

To request or reject next ticket, follow these steps:

1. In the NextTicket for Autotask tab, select the applicable filter in the Tickets filter list.

2. From the User list, select the applicable user to see his or her top priority tickets. 

    Note: If the user The current user is selected in the User list by default.

3. Once the list of top priority tickets appear, do either of the following:

• Click Request Next Ticket to view the ticket with the highest priority that the user can start working on.
• Click Reject Next Ticket if you think that the current ticket should not be the highest-ranked ticket for you. When the Reject Reason window opens, select the reason why you want to reject the ticket, and then click Save.

For Admin Users