User Management in the Next Ticket for ConnectWise Manage

How to access the User Management for ConnectWise Manage

1. Go to Apps in the MSPbots app and open Next Ticket for ConnectWise Manage. 
   
   

   
   
   

2. Hover over Settings and select User Management for ConnectWise Manage. 

   

Assigning filters to technicians

To assign a filter to a technician 

1. On the Next Ticket for ConnectWise Manage tab, hover over Settings and select User Management for ConnectWise Manage.  
   
   
   
   
2. Find the technician's name and select it.
3. Go to the Default Next Ticket Filter column and select the filter you want to assign.   
   
   
   
   
4. Click Apply. 
   

To apply a filter to a batch of technicians

Select the names and click the Batch Action Filter button. Then select Batch Overwrite and the filter you want to assign. Don't forget to click Apply. 

These are the options when performing a batch action: 

• Batch Overwrite will overwrite the filters currently assigned to the technicians.
• Batch Add will add the selected filters to the selected technicians.
• Batch Remove will remove all the filters currently assigned to the technicians. 

Multiple filters: Your options and how each method works

Although Next Ticket can work without specific filters, assigning filters ensures consistent ticket prioritization and dispatch. If no filter is assigned, Next Ticket defaults to using the first filter on the list. 

Ticketing applies a Round-Robin prioritization by default when multiple filters are in place. For example, when a technician types nt, Next Ticket will use Filter A to identify the next priority ticket. On the second time the nt command is typed, Filter B will be used, then Filter C next, and so on, until all the filters are applied. 

Unfortunately, the Round-Robin method could lead to confusion because technicians may receive tickets that do not align with their expected priorities. You can adjust the Multiple Filters Logic in Settings > Options and switch to Most Points as the method for Multiple Filters. 

With the Most Points method, Next Ticket calculates all the priority points for all tickets across the assigned filters to identify and assign the highest priority ticket to the technician. While this method improves alignment with scoring rules, it also adds processing time as the system will calculate the points for all tickets in the assigned filters. For optimal performance, we recommend assigning one filter per technician only. 

Assigning templates to technicians 

To assign a template to a technician

1. On the Next Ticket for ConnectWise Manage tab, hover over Settings and select User Management for ConnectWise.  
   
   
   
   
2. Find the technician's name and select it.
3. Go to the Default Next Ticket Template column and select the template you want to assign.   
   
   
   
   
4. Click Apply.

To assign a template to a batch of technicians

1. On the Next Ticket for ConnectWise Manage tab, hover over Settings and select User Management for ConnectWise Manage.  
   
   
   
   
2. Select the names of the technicians. 
   
   
   
   
3. Click the Batch Action Template button and select the desired action.  
   • Batch Overwrite will overwrite the templates currently assigned to the technicians. 
   • Batch Add will add the selected template to the selected technicians. 
   • Batch Remove will remove all the templates currently assigned to the technicians. 
     
     
4. Next, click the Template List dropdown menu and select a template. 
5. Click Apply. This step will apply the selected default template to the selected technicians. 

Creating or adding a new user group

The User Groups column allows you to group your technicians into teams, which can then be integrated into your priority rules. Creating and using user groups helps streamline ticket distribution, especially when specific types of tickets need to be handled by particular groups. 

1. On the Next Ticket for ConnectWise Manage tab, hover over Settings and select User Management for ConnectWise Manage.  
   
   
   
   
2. Go to the User Groups column, click the dropdown menu, and click the Add New User Groups button.  
   
   
   
   
3. Enter the new user group's Name in the User Groups Settings window and click Confirm. 
   
   
   
   

Assigning technicians to a user group 

How to add a technician to a user group

1. On the Next Ticket for ConnectWise Manage tab, hover over Settings and select User Management for ConnectWise Manage.  
   
   
   
   
2. Select the technician's name from the User Name column, click the corresponding dropdown menu under the User Groups column, and select a user group. 
   
   
   
   
3. Click Apply.

How to add a batch of technicians to a user group

1. On the Next Ticket for ConnectWise Manage tab, hover over Settings and select User Management for ConnectWise Manage.  
   
   
   
   
2. Select the technicians from the User Name column. 
   
   
   
   
3. Click the Batch Action User Groups button and select the desired action. 
   
   • Batch Overwrite will overwrite the user group currently assigned to the technicians. 
   • Batch Add will add the selected user group to the selected technicians. 
   • Batch Remove will remove all the user groups currently assigned to the technicians. 
     
     
4. Click Apply.