Managing Escalation Rates with Escalation Cooldowns
The Rocketship escalation engine manages ticket dispatching and escalation. Learn about the “cooldown” settings and how to update them in this guide.
Knowledge Base
Customizing the Sort Order of Next Activities
Learn how to adjust the Next Activities sort order in Rocketship to effectively manage technician tasks. Choose from various options based on your site’s needs. Update the setting easily through the Admin Portal. Understand the sorting logic and how it impacts past due tickets. Special considerations for tickets without SLA resolutions and legacy customers.
Rocketship widget is not visible in Autotask
There may be a few cases where you experience that the Rocketship widget is not… Read More »Rocketship widget is not visible in Autotask
Rocketship/Autotask session is terminated
You may encounter at times an error message that pops up whenever you try to… Read More »Rocketship/Autotask session is terminated
Why aren’t escalations auto-creating Next Activities?
When creating or modifying Escalation Rules in Rocketship, the default 15-minute block of time is used. If auto-scheduling is not working, check the configuration of the Escalation Team’s Auto Scheduling value in the Admin Portal.
How to Test Ticket Criteria for Escalation Rules in Autotask
Learn how to test Ticket Criteria for Escalation Rules using the prediction capability in Autotask. Discover common reasons for criteria mismatches.
Managing your team via the dispatcher’s HUD
It’s important to be able to manage your team easily. Which is why we’ve created… Read More »Managing your team via the dispatcher’s HUD
Customizing Workflow Note Fields
Learn how to customize and enhance workflow notes in Autotask Ticket Insights with Rocketship. Tailor note fields, rename them, and include custom instructions.
Grab-and-Go Self Assignment
Learn how the Grab-and-Go dispatch operation can streamline ticket triaging and allow immediate work, enhancing efficiency for MSPs.
Understanding Escalation Methods in Rocketship
Discover the power of Escalation Methods in Rocketship, as they play a key role in ticket assignment and routing. Learn how they differ from Escalation Rules and how they enhance the ticket routing process with dynamic strategies and directions.
