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-1357516578732232706?pageid=1357516578732232706

How to access the app

To access the NextTicket app for ConnectWise 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 ConnectWise Manage.

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

ConnectWise Manage Integration

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

Data Sources

CW Tickets Statistics

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 ConnectWise 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 ConnectWise 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 ConnectWise 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 priority rules to calibrate the prioritization of the tickets. This article discusses the following topics:

How to set up the point system
Best Practices in setting up the priority points
What are the NextTicket priority rules and functions?
- Related Topics

Note: The procedure below applies to ConnectWise Manage users.

How to set up the point system

In the NextTicket for ConnectWise Manager, click Settings > NextTicket for ConnectWise Manager Priority Rules.
Select the applicable options in the Tickets filter and User lists.
Set up the priority rules. You can refer to the priority rules section 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.
After setting up each priority rule, you can do any of the following:
- Click Load Default to load the default value for the rule.
- Click Save Default to save the new priority rule value as the default value.
- Click Save & Test to save the changes for the specific priority rule and to test the rule values.
- Click Save to save the changes for the specific priority rule.
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 All to save the changes for all the priority rules.

Best Practices in setting up the priority points

Interview your dispatcher or technician to identify rules and conditions like this: If (given scenario), then it should be given more (or less) importance.
Review each of the point rules you have identified. Use the Save & Test function to test each rule.
Use the Test all function to balance the points between the rules and check if the prioritization brings up your expected result.
Ask your technicians to give the app a try and give you feedback.
Adjust the rules and points based on the dispatcher's or technicians' feedback.
Continue updating the rules and corresponding priority points for two weeks. The resulting prioritization should improve over time and you won't need to modify anymore.
Request and create new rules that are not similar or duplicates of existing ones.

What are the NextTicket priority rules and functions?

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

Priority Rule	Function
Assigned to User	Indicate the points to be added to a ticket if it is assigned to the selected user.
Company Status	Select the status of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met. This is where you can avoid catering tickets from companies that have a negative tagging in your organization like Credit Hold or Delinquent. You can also boost tickets from companies who are in 'Platinum', 'Needs Attention', or 'May Leave' status.
Company Type	Select a company type of a company from where the ticket was logged, and then indicate the corresponding points to be added to a ticket if the criterion is met.
Company in "Watch List"	Indicate the points to be added to a ticket if a company is on the watch list.
Company is Matched to User	Select a company from where the ticket was logged, and then select the technician requested to handle the ticket. Lastly, indicate the corresponding points to be added to a ticket if the criteria are met. Some of your users may prefer handling tickets from specific clients for several reasons like familiarity with work items. On the other hand, some users may want to avoid specific companies due to possible conflict or a severed relationship state.
Contact's Job Title	Select the job title of the person who logged the ticket, then indicate the corresponding points for the criteria.
Customer Responded	Indicate the points to be added to a ticket if the customer responds to the ticket in ConnectWise.
In Progress Ticket	Indicate the points to be deducted from the ticket if it is in progress for other users or points to be added to the ticket if the user changed the ticket status to In Progress. If somebody else is already working on a ticket, dispatching it to another user might cause an overlap. But when a ticket has been in progress for too long that the original user assigned to it may have forgotten to continue working on it, 'Time In Certain Status ' and 'Time from Last Update' priority rules can be adjusted to ensure these tickets won't be buried in the pool.
MRR	Indicate the points to be added to a ticket for every $1 of agreement MRR. This will help you prioritize the companies that have more revenue for your organization.
Past Due Date	Indicate the points to be added to a ticket for every hour past its due date.
Priority Type	Indicate the points to be added to a ticket based on a specific priority level.
Scheduled Status	Select a scheduled status, and then indicate the corresponding points within the minimum and maximum time set before or after its start or end time. This priority rule will help you manage scheduled tickets to avoid scenarios where users pick up tickets that are scheduled for others before the schedule starts or the user forgetting to work on tickets that are scheduled for them right after the schedule begins.
Selected Assigned	Indicate the points to be added to a ticket based on a specific status and requested user.
Ticket Owner	Indicate the points to be added to a ticket if the selected user is the owner of the ticket.
Ticket Status Duration	Indicate the points to be added to a ticket for every hour that it remains in the same status.
Ticket Summary	Indicate the points to be added to a ticket if the ticket summary contains the specified keywords. You can capture blockers that prevent your clients from continuing their operations easily or sort tickets based on specific topics which may be assigned to technicians with great expertise in those areas.
Time In Certain Status	Indicate the points to be added to a ticket if it has been in the specified status for more than or less than the specified duration.
Time from Last Update	Indicate the points to be added to a ticket for every hour past the time that it was last updated.
User's skills and ticket type match	Indicate the points to be added to a ticket if the selected user possesses the skill specified in the priority rule.
Ticket Age Custom Field	Select a custom field and add corresponding points to each working day, day, hour, or minute when the field is before, equal to, after, or not equal to a specific date relative to the work order creation date. By adding exceptions and increasing the points for aged work orders, you can ensure that these orders are handled in a timely manner. However, for work orders with specific characteristics that may result in aging, you can choose to assign them to users within a specified time frame to expedite processing. This way, you can effectively track and manage aged work orders, ensuring their timely resolution and avoiding backlogs and delays.
Ticket Custom Field	Select a custom field and add points when the field meets specific conditions and the requested user is or is not a specific individual. This priority rule will help you create custom work order management rules that add points to these orders when certain conditions you define are met. This allows you to categorize and prioritize work orders based on specific conditions, better organizing and managing the work order queue.

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 ConnectWise 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 ConnectWise screen, you can see the top priority ticket that you can start working on.

To view your top priority ticket, go to the NextTicket for ConnectWise screen, and then select the applicable filter from the Tickets filter list.

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.

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 ConnectWise 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.

Page tree

NextTicket for ConnectWise Manage