Streamline your service operations with Rocketship’s advanced features.
Automated Dispatch & Escalations
The Dispatch & Escalations feature in Rocketship allows service managers to fully automate the assignment of new tickets based on the skills and availability of their teams, right down to an individual technician in a tier. This feature utilizes Rocketship’s proprietary SkillTree Engine to match tickets to the most appropriate technicians, ensuring that tickets are handled by the most qualified and available team members.
With this feature, service managers can also fully support escalating tickets between tiers. This means that if a ticket requires a higher level of expertise or attention, it can be easily escalated to the next tier of technicians for further handling. Additionally, once the work required by a higher tier has been completed, the ticket can be escalated back down to the original team, providing a seamless and efficient workflow.
This feature also allows service manager to set rules, which help in efficient and fast assignment of tickets to team members. For example you can set a rule to assign all the tickets related to software A to your software A specialist team.
In summary, the Dispatch & Escalations feature in Rocketship allows service managers to fully automate the assignment of new tickets based on the skills and availability of their teams, right down to an individual technician in a tier. By utilizing Rocketship’s SkillTree Engine and allowing for easy escalation between tiers, this feature ensures that tickets are handled by the most qualified and available team members, and provides a seamless and efficient workflow.
Fixed Appointments, our Calendar Booking feature, in Rocketship allow you to schedule traditional booked appointments with ease. Rocketship understands that traditional appointments are an important aspect of the day-to-day work of many MSPs, and thus it provides an easy-to-use calendar booking system for scheduling appointments with customers.
This feature allows you to view your team’s schedule in a clear and organized way, making it easy for you to book appointments and manage your team’s calendar. You can quickly book appointments for technicians and customers, and see at a glance the availability of each technician, ensuring that you can schedule appointments effectively and efficiently.
When used in combination with our Recurring Tickets engine, you can effectively set up recurring appointments, such as weekly or monthly check-ins with a customer, which can be especially helpful for managing long-term projects.
In summary, Rocketship’s Fixed Appointments feature is designed to make scheduling traditional appointments easy and efficient. With its calendar booking system, you can view your team’s schedule, book appointments and manage your team’s calendar in an organized way, and set up recurring appointments to help manage long-term projects.
Workload Management and Predictions
The Flex Appointments feature in Rocketship addresses the challenges MSPs face with scheduling work.
Traditional fixed appointments (set to a certain day/time) only account for about 20% of a technician’s work, as many MSPs realize. The other 80% of the work consists of tasks such as working behind the scenes on tickets, responding to NOC alerts, researching solutions, and applying patches. To address this, Rocketship has implemented flex appointments which are blocks of time dedicated to specific tasks.
For example, you can use flex appointments to schedule two hours of dedicated time for researching and implementing a solution for a customer’s VPN issue. This allows you to better manage your team’s workload and ensure that they are working efficiently by dedicating specific blocks of time to specific tasks.
With Rocketship’s “Flex Appointments for Workload Management” feature, you can optimize your team’s schedule by allocating time for both traditional appointments and behind the scenes tasks. This allows you to work more effectively and improve your overall service to customers.
Less Clicks and More Automation with Macros
Our software allows you to automate changes to tickets, projects, and tasks in Autotask, giving you more efficiency and streamlining your workflow. This feature allows you to combine multiple actions required in Autotask into a single action. This means you can save time and effort by automating repetitive and time-consuming tasks, such as updating the status of multiple tickets at once, or creating new tasks and projects in bulk.
One of the key benefits of this feature is that you can create and publish these macros to a ticket insight for use by your team. This allows for a more streamlined workflow for your team by providing them with easy access to the macros that you have created, which can help with consistency and accuracy when making updates and changes to tickets, projects, and tasks.
In summary, our software allows you to automate changes to tickets, projects and tasks in Autotask by combining multiple actions into a single action, which can save time and increase efficiency. Additionally, you can publish these macros to a ticket insight for use by your team. This means your team can work faster, more accurately and with less error, by following your streamlined process.
Effective Recurring Tickets
The Recurring Tickets module in our software not only allows you to easily create and manage recurring tickets, but it also integrates with Autotask, a popular software used by our customers. By integrating with Autotask, our recurring ticket feature provides several additional benefits that are not available in the standard Autotask version.
One of these benefits is the ability to tie a recurring ticket rule to a specific set of customers that meet certain criteria, rather than being tied to a specific company in their CRM. This allows you to easily target specific groups of customers and streamline your ticket management process.
In addition, our Recurring Tickets feature also allows you to fine-tune and scale the module to better suit your needs. For example, our tickets are only created the day they are needed, which allows you to schedule your tasks more efficiently. Furthermore, we have more rules that you can use to fine-tune the process, such as the ability to set specific intervals for generating tickets, ensuring that you have the flexibility to manage your tickets as you see fit. With these added features and the ability to integrate with Autotask, our Recurring Tickets module can provide a comprehensive solution for managing your recurring tickets efficiently.