The NextTicket Manager for ConnectWise Manage is a dispatching tool that uses a scoring system based on predefined priority rules to help technicians and dispatchers identify the next priority ticket that needs action. This app has dashboards that display NextTicket usage data, including the count of technicians who used NextTicket and the number of tickets dispatched, updated, and rejected. It also has a rule report that shows the enabled rules. This article lists these dashboards and gives descriptions of their widgets and functionalities.
How to access the NextTicket Manager for ConnectWise Manage Dashboards
To access the dashboards, go to Apps on the MSPbots app and select NextTicket for ConnectWise Manage. Then hover over Dashboards and select the dashboard for viewing.
ConnectWise Manage NextTicket App Usage Dashboard
The ConnectWise Manage Next Ticket App Usage Dashboard shows data like your team's NextTicket utilization, ticket count, user count, and rejected tickets summary over periods. It has slicers for date, members, and location to display custom data in the wodgets. Below are the dashboard widgets.
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NextTicket For ConnectWise Manage Technician Usage Summary - This widget highlights the NextTicket Utilization Rate and the numbers contributing to it.
What are the columns in the NextTicket For ConnectWise Manage Technician Usage Summary?
Column Name Description User The User is the technician who worked on the tickets dispatched by the NextTicket Manager. Number of Dispatched Tickets The Number of Dispatched Tickets is the total count of the tickets dispatched or released by the NextTicket Manager when the NextTicket user clicks the Request NextTicket button or types the NT command. Number of Worked Tickets from NextTicket The Number of Worked Tickets from NextTicket is the total count of NextTicket dispatched tickets the user worked on. These are the tickets on which the technician has logged work hours. Number of Rejected Tickets The Number of Rejected Tickets is the total count of NextTicket dispatched tickets that the technician rejected. Number of ConnectWise Updated Tickets The Number of ConnectWise Updated Tickets is the total count of all the tickets in ConnectWise with corresponding time logs by the technician. This includes all tickets dispatched and not dispatched by NextTicket.
NextTicket Utilization Rate The NextTicket Utilization Rate represents how many ConnectWise tickets the technician worked on were dispatched by the NextTicket Manager. It is calculated using the following formula:
Number of Worked Tickets from NextTicket / Number of ConnectWise Tickets Updated x 100
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ConnectWise Manage NextTicket App User Count - This widget shows the count of NextTicket users during a selected date or date range.
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ConnectWise NextTicket App Ticket Count - This widget shows the count of tickets distributed by the NextTicket Manager during a selected date range.
- ConnectWise Manage NextTicket App User Count Weekly Summary - This widget shows the count of NextTicket users during the selected weeks.
- NextTicket For ConnectWise Manage Technician Using NextTicket App - This widget shows the technicians and the count of their updated tickets dispatched by the NextTicket Manager for a selected period.
- NextTicket For ConnectWise Manage NextTicket User Utilization - This widget shows the NextTicket user's utilization rate in the selected period, including the current day. This is calculated by getting the number of updated tickets dispatched using the NextTicket Manager and dividing it by the total number of updated tickets in NextTicket.
- NextTicket for ConnectWise Manage Rejected Tickets Summary - This widget shows the reject time, ticket number, ticket title, NextTicket user, reason for rejection, and other details.
NextTicket for CW Rule Report
The NextTicket for CW Rule Report dashboard shows the priority rules used in the app and the corresponding descriptions. It has a Rule slicer and can be exported as a CSV or PDF file.