What's in this article:

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.

For more information on NextTicket and how it works, read the article What is NextTicket Manager?

App Link

https://app.mspbots.ai/dashboard-1597864168488898561?appId=1597873350888263680&name=NextTicket%20for%20Kaseya%20BMS&subscriptionId&subscriptionStatus&pageid=1597864168488898561

How to access the app

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

Go to app.mspbots.ai.
Click Apps in the left pane.
When the Apps tab opens, click NextTicket for Kaseya BMS.

Why should you care?

For Owners and Service Managers: The NextTicket app provides an automated way of dispatching tickets to technicians. It also helps ensure that technicians and dispatchers are 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. You can also see the highest ticket priority for each technician based on their skill set.
For Technicians: This feature helps technicians quickly identify the ticket they should work on next. If a technician cannot work on the assigned ticket, he can reject it as long as he specifies the reason for rejection. Technicians can also monitor their scheduled tickets for the day on the same page.

Prerequisites

You have a successful Kaseya BMS Integration.
Priority Rules are set up. (Only Admin users can modify these on the Settings tab.)
Optional: Companies have been added to the Watch List.

FOR ADMINS: Setup Procedure

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

Set the ticket filter

You can set filters to narrow down the tickets applicable to each technician.

To set the ticket filter, follow these steps:

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.

Delete filter conditions

Filter conditions are deleted in the Filter Settings window.

To delete filter conditions individually, click corresponding to the filter condition that you want to delete.
To delete all filter conditions at once, clickand then click Clear All.

Reject the top-priority ticket of a user

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 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:

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

FOR ADMINS: Set up the point system for priority rules

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

How to set up the point system

Click Settings on the NextTicket for Kaseya BMS screen, and select NextTicket For Kaseya BMS Priority Rules.
Go to the Tickets filter and User fields and select the options that apply to your requirements.
Next, set up the priority rules.
1. Select a ticket priority type from the If ticket priority = field.
2. Then in the add points field, enter the number of points that will be given to tickets that meet the condition selected in Step 3a.
  
  You can refer to the section on the priority rules and functions below to know which rules meet your requirement. The rows of priority rules are expanded by default. You can click the Priority Point rules switch to collapse all rows.
After setting up each priority rule, you can click do any of the following:
- Click in front of the rule to enable the rule.
- 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.
- Click the Delete button to delete the 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 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 Practices in setting the priority rules

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. For information on how to activate, test, save, delete, and request priority rules, read the article NextTicket Manager Priority Rules.

Priority Rule	Function
Account Type	Add corresponding points to the ticket when it matches the account type selected.
Assigned to User	If the ticket is assigned to the current user, indicate the points to be added
Contact POC (Point of Contact)	Add corresponding points to the ticket when it matches the contact POC (Yes/No) selected.
Past Due Date	Set how many points to be added on a ticket every hour past its due date
Priority Type	Set how many points to be added on a ticket depending on its priority type.
Receive Invoices	Add corresponding points to the ticket when it matches the Receive Invoices (Yes/No) selected.
SLA Resolution Expiration Time	Add corresponding points to the ticket if it is x mins before/after the SLA resolution expiration time.
SLA Response Expiration Time	Add corresponding points to the ticket if it is x mins before/after the SLA response expiration time.
Secondary Assignee	Add corresponding points to the ticket depending on the Secondary Assignee(s) field.
Service Call Schedule Expiration	Add points when Service Calls is certain mins before (Include the minute) or after (Not include the minute) the start or end time. (Only the first matching rule will be used)
Ticket Age	Add corresponding points to a ticket for every min/hour/day elapsed from creation date.
Ticket Last Activity Update	Add points for ticket when last activity update was updated
Ticket Status VS User	Add corresponding points to a ticket if it is in the selected status with a certain requested user to handle the ticket.
Time In Status	Add corresponding points to a ticket when it has been in a selected status for a specified duration.
Time from Last Update	Set how many points to be added on a ticket every hour past its last update time

FOR ADMINS: 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:

Go to the NextTicket for Kaseya BMS screen, click Settings > Watch List.
When the Watch List tab opens, click Add Company.
In the Add Company window, select the check box for the companies you want to add.
If you want to show and select only companies with an agreement, select the checkbox for Only show companies have an agreement. Type the reason for adding the selected companies in the Why add to the watch list?
Click Save when done adding.

For more information on using the Watch List, read the article How to use the Watch List in NextTicket Manager.

FOR TECHNICIANS: How to use NextTicket

Viewing your top-priority ticket

As a technician, your next top-priority ticket is shown on the NextTicket for Kaseya BMS screen where you can also request or reject the next ticket assigned to you.

To view your top-priority ticket:

Go to the NextTicket for Kaseya BMS screen and select a filter from the Tickets filter list. The screen automatically refreshes and shows the details of your next top-priority ticket.
Select either Dashboard View or List View to view the ticket details according to your preference.

Reject your top-priority ticket

You can reject your next top-priority ticket if you think that it should not be your next ticket. It is also necessary to specify the reason why you can't work on the ticket.

To reject your top-priority ticket:

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

For more information on how to use NextTicket, read the article What is NextTicket Manager?

Page tree

NextTicket for Kaseya BMS