The MSPbots Best Practice templates are the most commonly used template bots, dashboards, and reports you can use or customize according to business needs. The templates for PSAs are user-friendly and require minimal configurations for implementation.
This article lists all the Best Practice templates for supported Professional Services Automation (PSA) tools. Before you pick a template or install the Best Practice Templates app, browse the list below to find the best template that fits your needs.
Prerequisites
Users can view the Best Practice templates but only those with the admin role can clone and edit the templates by default.
Template Dashboards
The Best Practice template dashboards highlight real-time insights on key metrics for measuring and monitoring projects, sales, ticket statistics, and service desk and technician performance. Choose the best template dashboard to help you track success toward your goals.
| Dashboard |
Description & Business Impact |
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Service Desk Monitoring
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- Displays the service desk performance, helping managers and technicians prioritize tasks, manage workloads, and ensure timely resolution of issues
- Leads to higher client satisfaction and better service outcomes
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Technician Performance
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- Displays metrics for managing technicians' active tasks, tracking daily progress, and identifying issues and the corresponding resolutions promptly
- Drives business growth and client retention from faster resolution times and improved SLA compliance
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Ticket Statistics
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- Highlights ticket age, response times, resolution times, and client satisfaction to help monitor overall ticket workflow and identify areas for process optimization
- Results in improved ticket management from enhanced ticket handling efficiency and client satisfaction
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Projects Overview
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- Gives a comprehensive view of active projects for monitoring open tickets and assessing budget and schedule adherence
- Leads to enhanced project efficiency and stronger client relationships because projects are delivered on time and within budget, reducing risks of overruns
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Sales Success Metrics
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- Provides a comprehensive overview of sales performance to enable managers to track closed opportunities, assess revenue generation, monitor open opportunities, identify trends, and optimize strategies
- Drives accountability among sales representatives, resulting in reduced stalled opportunities and improved revenue generation and sales effectiveness
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Template Reports
Communicate and share information more effectively with the Best Practice template reports. These templates help you consolidate an account of the clients' monthly and quarterly service, including internal service data, to facilitate informed decision-making and organizational efficiency.
| Report Name |
Description & Business Impact |
|
Client Monthly Service Report
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- Provides your clients with a detailed analysis of ticketing metrics from the previous month, including trends in ticket volume, response and resolution times, and SLA compliance.
- Results in enhanced transparency and client trust, informed discussions around service effectiveness, identified areas for improvement, and stronger partnerships
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Client Quarterly Service Report
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- Delivers an in-depth analysis of ticketing metrics like trends in ticket volume, response and resolution times, and SLA performance for the previous quarter.
- Leads to improved client transparency and trust, strategic discussions on service performance, identified long-term trends for continuous improvement, and stronger client relationships
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Internal Service Report
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- Includes a detailed overview of ticket activity, customer engagement, and technician productivity to help internal teams assess operational efficiency and identify areas for improvement
- Results in increased team performance and better customer satisfaction from enhanced service delivery, optimized resource allocation, and improved response and resolution times
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| The company slicers in these reports are connected to the Automated Client Mapping and will not show data if the mapping is not yet configured. You can read Automated Client Mapping for information on how to set up and manage client mapping. |
Bots Templates
You can use or customize any of the Best Practice bots templates to automate tasks like ticket monitoring and sending notifications and reminders. Select the best template for your PSA and business needs from the table below.
| Bot Name |
Trigger / Alert |
Integration |
Business Impact |
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Ticket In Progress Too Long Alert
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- Reminds the technician to take action or ask for help if the ticket has been In Progress for more than 60 mins
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- ConnectWise Manage
- Autotask
- Halo
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- Helps ensure tickets are not overlooked or delayed unnecessarily, SLAs and a steady workflow are maintained, issues are resolved fast, and backlogs are reduced
- Contributes to better resource utilization, improved operational efficiency, and higher productivity of the support team
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Late Time Entry Alert
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- Notifies technicians whenever they submit a time entry that is five (5) minutes late, based on the difference between the entry time and the end time.
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- ConnectWise Manage
- Autotask
- Halo
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- Encourages technicians to record their time entries immediately after completing work on a ticket and ensures accurate time tracking, which is essential for computing utilization rates, agreement profitability, and improving KPIs.
- Leads to precise billing, increased revenue, and profitability by ensuring all billable hours are accounted for
- Enhances the accuracy of performance metrics and financial reporting, fostering better resource management and positive collaboration among technicians
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Insufficient Time Entry Prompter
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- Alerts technicians if they worked on a ticket for more than two (2) hours but provided insufficient notes
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- ConnectWise Manage
- Autotask
- Halo
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- Ensures that all work is thoroughly documented with complete details and clear insights into the tasks performed
- Leads to better resource management, client trust, and potential revenue growth from accountability, accurate project tracking and reporting, justified billing, and transparency
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Too Many In Progress Alert
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- Alerts technicians with more than two (2) tickets currently in the 'In Progress' status and reminds them to complete or move tickets before adding more
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- ConnectWise Manage
- Autotask
- Halo
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- Encourages better ticket management, improves workflow efficiency, and prevents ticket overload
- Facilitates an organized service environment with reduced bottlenecks, leading to quicker resolution times and improved client satisfaction
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Stale Tickets Alert
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- Alerts technicians whenever they have tickets with no update or activity in the last three (3) days
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- ConnectWise Manage
- Autotask
- Halo
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- Ensures unresolved issues are promptly addressed and resolution times are acceptable
- Prevents escalated issues, promotes accountability among team members, and maintains service continuity.
- Results in commitment to timely service delivery which improves client satisfaction and strengthens relationships
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Time Sheets Submission Reminder
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- Sends a message on Mondays when the user's timesheet due the previous week was not submitted
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- Helps maintain accurate records, payroll processing, and financial reporting
- Results in an enhanced operational efficiency and a culture of accountability and punctuality within the organization
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Scheduled Ticket Acknowledgement Alert
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- Reminds the user to acknowledge his scheduled tickets and check his calendar
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- Ensures users are aware of their upcoming tasks and can manage their schedules effectively
- Leads to enhanced operational efficiency from better adherence to deadlines and service commitments, ultimately contributing to higher customer satisfaction and more reliable service delivery
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