The NextTicket Manager for Autotask 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 AutoTask Dashboards
To access the dashboards, go to Apps on the MSPbots app and select NextTicket for AutoTask. Then hover over Dashboards and select the dashboard for viewing.
AutoTask NextTicket App Usage Dashboard
The Autotask Next Ticket App Usage Dashboard shows data like your team's NextTicket utilization, ticket count, user count, and rejected tickets summary over periods. Below are the dashboard widgets.
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NextTicket For AutoTask - Technician Ticket Summary Last 30 Days - This widget highlights the numbers that contributed to the NextTicket Utilization Rate in the last 30 days.
What are the columns in the NextTicket For AutoTask - Technician Ticket Summary Last 30 Days widget?
Column Name Description NextTicket User The NextTicket 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 tickets that
- have been dispatched by NextTicket;
- technicians log work hours on them in their PSA after the distribution.
Number of Rejected Tickets The Number of Rejected Tickets is the total count of NextTicket dispatched tickets that the technician rejected. Tickets Updated in Autotask The Tickets Updated in AutoTask is the total count of all the tickets updated or worked on by the technician in Autotask. NextTicket Utilization Rate The NextTicket Utilization Rate represents how many Autotask tickets worked on by the technician were dispatched by the NextTicket Manager. It is calculated using the following formula:
Number of Worked Tickets from NextTicket / Tickets Updated in Autotask x 100 -
AutoTask NextTicket App User Count Last 30 Days - This line graph widget shows the count of NextTicket users in the last 30 days.
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AutoTask NextTicket App Ticket Count Last 16 Weeks - This line graph widget shows the count of tickets distributed by the NextTicket Manager in the last 16 weeks.
- Autotask NextTicket App User Count Last 16 Weeks - This line graph widget shows the count of NextTicket users in the last 16 weeks.
- NextTicket For Autotask - Technician Using NextTicket App For The Last 7 Days - This bar chart widget shows the technicians and the count of their updated tickets dispatched by the NextTicket app for the last seven days including the current day.
- NextTicket For Autotask - NextTicket User Utilization Last 30 Days - This column chart widget shows the NextTicket user's utilization rate in the last 30 days, 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 AutoTask.
- NextTicket for Autotask - Rejected Tickets Summary Last 30 Days - This grid widget shows the rejected ticket number, ticket title, user who rejected the ticket, the reason for rejection, and reject time.
NextTicket for Autotask Rule Report
The NextTicket for Autotask Rule Report dashboard shows the priority rules and their descriptions. This dashboard has a Rule Name slicer and can be exported as a CSV or PDF file.