The User Management section in the NextTicket Manager allows you to assign filters, templates, and user groups to technicians using the NextTicket app. It helps maintain consistency and improve efficiency in ticket management, and once configured, can be applied to the NextTicket Priority Rules.
This article has instructions for assigning filters, rule templates, and user groups to technicians and applies to NextTicket Manager for Autotask.
Prerequisites
You need an admin role and permissions to assign filters and role templates.
How to access the User Management
To access User Management:
- Go to Apps in the MSPbots app, and open NextTicket Manager for Autotask.
- Hover over Settings and select User Management for Autotask.
Assigning filters to technicians
How to apply or assign a filter to a technician
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.
- Select the technician's name in the User Name column, then go to the Default Next Ticket Filter column and click the dropdown field corresponding to the technician's name.
- Select the filter you want to assign then click Apply.
How to apply a filter to a batch of technicians
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.
- Select the names of the technicians.
- Click the Batch Action Filter button and select the option applicable to your business need.
- Batch Overwrite will overwrite the filters currently assigned to the technicians.
- Batch Add will add the selected filters to the selected technicians.
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Batch Remove will remove all the filters currently assigned to the technicians.
- Next, select the filter to assign to the technicians.
- Click Apply. This action will assign the selected filter to all the selected technicians.
What happens when multiple filters are assigned to a technician?
You can assign multiple filters to prioritize a technician's tickets. When this happens, ticketing will do a round-robin prioritization by default. For example, when a technician types nt, NextTicket Manager 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.
Multiple filters only work on filters and not on rule templates.
Assigning a NextTicket Template
Admins can only assign one NextTicket Template per Technician.
How to apply or assign a template to a technician
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.
- Select the technician's name in the User Name column, then go to the Default Next Ticket Template column and click the dropdown field corresponding to the technician's name.
- Select a template from the dropdown list and click Apply.
How to apply a template to a batch of technicians
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.
- Select the names of the technicians.
- 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.
- Next, click the Template List dropdown menu and select a template.
- Click Apply.
- This action will apply the selected default template to the selected technicians.
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.
- Select the technician's name in the User Name column, click the corresponding dropdown menu under the User Groups column, and select a user group.
- Click Apply.
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.
- Select the names of the technicians.
- 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.
- Next, go to the User Groups List dropdown menu and select a user group.
- Click Apply.
- On the NextTicket for Autotask tab, hover over Settings and select User Management for Autotask.