Rocketship vs. Cooper Bots

 

Rocketship and Cooper Bots both help MSPs automate parts of their service delivery, but Rocketship gives you deeper control over the full ticket lifecycle. It handles triage, assignment, escalation, scheduling, and customer booking in one workflow. This makes Rocketship better for MSPs that want real improvements in how work moves through their helpdesk.

Rocketship

Rocketship manages every step of a ticket’s lifecycle. SmartTag handles full triage, setting the issue, sub-issue, priority, category, and title so the ticket enters the system already structured. SmartDispatch supports Least Tickets, Round Robin, and First Available, and you can mix rules by ticket type or tier. After assignment, SmartWorkQ creates a real-time work queue for each technician based on SLA, ticket age, and workload, and updates it automatically as things change. SmartMeetings connects to the same workflow, letting customers self-book remote or onsite visits that match your team’s availability.

This flow replaces manual dispatching, reduces bottlenecks, improves SLA compliance, and gives MSPs a predictable way to run their helpdesk.

Key Differences

Focus:
Rocketship is built around real-time ticket flow—triage, assignment, workload, and SLA-driven scheduling.
Cooper Bots focus on broad automation across the Kaseya stack.

Advanced Features:
Rocketship provides full triage (SmartTag), flexible assignment logic (SmartDispatch), and dynamic work queues (SmartWorkQ). SmartDispatch includes Least Tickets, Round Robin, and First Available routing.
Cooper Bots can handle parts of triage and basic assignment but don’t offer advanced routing, don’t manage technician schedules, and don’t understand escalations.

Integration Approach:
Rocketship’s deep PSA integration allows automated assignments, escalations, and work queues end-to-end.
Cooper Bots rely on generic workflows that don’t plan workload or schedule technicians.

In Summary

Rocketship gives MSPs a real-time, hands-on system for running ticket workflows from triage to scheduling. It replaces much of the dispatcher role and keeps technicians focused on the highest-impact work. Cooper Bots automate tasks across the Kaseya ecosystem but don’t manage the core service delivery flow. For MSPs that want tighter control of ticket movement, technician workload, and SLA performance, Rocketship is the stronger choice.

Category	Rocketship	Cooper Bots
Core Purpose	Built to manage the full ticket lifecycle: triage, assignment, escalation, scheduling, and customer booking.	Broad automation across the Kaseya stack (PSA, RMM, network, documentation), not focused on ticket lifecycle management.
Triage	SmartTag sets issue, sub-issue, priority, category, and title for complete triage.	Makes suggestions for triage, including issue, sub-issue, priority, category, title, account, contact.
Assignment Logic	SmartDispatch supports Least Tickets, Round Robin, First Available, and mixed rules by ticket type and tier.	Basic assignment possible through workflow steps, but no advanced routing or tier logic.
Escalations	Built-in escalation paths based on tiers and ticket type.	No native concept of escalation paths or tier-based routing.
Technician Workload Management	SmartWorkQ creates real-time, SLA-driven work queues based on ticket age, workload, and priority. Updates automatically.	No workload management, no scheduling, no SLA-driven queueing.
Scheduling & Customer Booking	SmartMeetings lets customers self-book remote or onsite visits directly into the workflow.	No integrated scheduling or client booking tied to ticket workflows.
Integration Approach	Deep PSA integration for assignments, escalations, queues, and scheduling.	Generic automation that doesn’t manage workload planning or technician schedules.
Best For	MSPs needing tight control over ticket flow, technician workload, and SLA performance.	MSPs wanting general automation across the Kaseya ecosystem.