MSP Business School: From Bottleneck to Breakthrough: Automation in Action for MSPs

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.