Dustin Puryear, founder of Giant Rocketship, joins the MSP Business School podcast to discuss helpdesk management, service delivery, and automation in Autotask-driven MSP environments. Drawing from his experience running an MSP, Dustin explains how Rocketship tackles the real problem: managing technician workload—not just ticket count.
He explains how Rocketship improves service management by automating ticket assignment and prioritization using SLAs, customer impact, and technician availability. The result: fewer backlogs, better resource use, and improved customer outcomes.
Highlights:
- Automated dispatch helps reduce ticket backlog and increase service efficiency.
- SLA-based prioritization ensures the right tickets are handled first.
- Focus on technician workload instead of raw ticket numbers.
- Cost-effective automation means fewer manual escalations and reduced staffing overhead.
- AI and automation are changing MSP service models—Rocketship is built for that shift.
This episode is a must-listen for MSPs using Autotask who want better control of service delivery, scheduling, and escalations.
