There are several metrics important to MSPs, if you’re monitoring a handful of them and incorporating ways to improve your performance, then good for you! What if there was a better way? Why not level up further by aiming for a higher MSP CSAT score through integrating a revolutionary automated system into your ticket dispatching?
MSPbots Next Ticket is an app that you take advantage of to enrich and streamline your ticketing triage and dispatch process.
Interested? Read more below!
MSPbots Next Ticket: The Solution that Transforms MSP Operations
MSPbots Next Ticket is essentially a tireless companion to your ticket dispatcher. Rather than being solely responsible for receiving, triaging and prioritizing tickets, assigning them to the most suitable tech, tracking ticket progress, and facilitating communication between techs and the customers—Next Ticket alleviates the burden with automation.
With Next Ticket, your dispatcher won’t have to meticulously go over every ticket and spend a significant time doing so. It saves up to 80% of your dispatcher’s time allowing them to focus on other revenue generating tasks.
You may be asking: how does Next Ticket work?
First, you set up Next Ticket filters. Begin by creating rules that mirror your current triage and dispatch methods. These are settings that you establish so that the app can help you assess ticket priority, dictating which tickets your technicians should focus on first based on priority. You set these filters by describing what you’re looking for using the options provided in your PSA system. Commonly utilized filters include Service Boards/Queue, Ticket Status, and Closed Flag.
Then, you configure your priority rules. This is how you enable accurate prioritization of your incoming tickets. You assign numerical points to each rule based on their level of urgency. An example of a rule is Company Type. By selecting a specific company type, you can determine how many points will be added to a ticket if that specific criterion is met.
After all that, you just let Next Ticket run and let it do its magic.
Benefits of Next Ticket
Cost VS Human
Having numerous dispatchers requires salaries, benefits, and ongoing training. All of which requiring significant and ongoing investment and are susceptible to issues created via staff turnover. Next Ticket operates without the need for rest, vacations, or sick days, managing incoming tickets 24/7. Automating the ticket triage, dispatch and resolution process mitigates the need for a large team, reducing costs significantly. This means MSPs can allocate their resources more efficiently and invest in strategic growth initiatives.
Speed VS Human
Next Ticket reduces the time required for MSPs to address and resolve customer issues. It receives incoming tickets, analyzes their urgency with the filters and priority rules in place, and assigns them to the right tech in a matter of seconds. Critical issues are immediately in the hands of experts, significantly reducing response times.
The app also excels in accelerating ticket resolution times. It streamlines the workflow, so that technicians can efficiently work and deliver faster resolutions consistently, keeping customers satisfied and minimizing downtime.
Accuracy VS Human
Next Ticket sets a standard for precision in ticket management that’s difficult to match. Dispatchers may overlook critical details or follow inconsistent workflows; Next Ticket executes tasks according to predefined settings. Every ticket is handled with precision. This level of accuracy not only boosts the quality of service but also fosters trust and confidence in customers.
Priority rules can be adjusted or added to, meaning that ticket triage and dispatch only become more accurate and efficient over time.
Impact on Resolution Times
Next Ticket’s rapid ticket assignment prioritizes urgent issues to be brought to the forefront, reducing the time required for a ticket to reach the right hands. It shaves off precious minutes and even hours from the resolution process.
The result is improved service, enhanced overall productivity, and client retention.
Higher CSAT Scores
Next Ticket’s ability to expedite ticket resolution delights customers with speedy solutions and guarantees their issues are addressed comprehensively and accurately. This service experience naturally translates into a higher MSP CSAT score.
When clients receive timely and effective support, their satisfaction levels soar, leading to more positive feedback. MSPs optimizing Next Ticket are able to streamline their operations and uphold their reputation as reliable IT service providers. As a result, they enjoy increased customer loyalty, more referrals, and ultimately, elevated CSAT scores that reflect the tangible benefits of efficient and effective ticket resolution.
Bots and Business Intelligence Supplementing MSP Operations
MSPbots is a business intelligence and process automation platform for MSPs. Next Ticket is transformative in its design of being able to incorporate the capabilities of both automation and dashboard reporting.
Next Ticket & Bots
The dynamic pairing of Next Ticket with MSPbots’ array of micro-training bots redefines ticket management. These bots, including the Ticket Resolution Prompter, Ticket Notifier, New Tickets for the last 7 days, Stale Ticket, and Daily Ticket Statistics, are purpose-built to provide smart alerts acting as co-pilots to your managers and team leads. These alerts are sent via Teams or email to facilitate efficient notification and ensure standards are met.
Enabling these ticket-related bots with Next Ticket results in enhanced productivity and elevated overall customer experience, which leads to a higher MSP CSAT score.
Next Ticket & Business Intelligence
Get yourself a platform that also offers substantial reporting enhancements.
MSPbots business intelligence dashboards provide invaluable insights into ticket handling over specific periods. With precision and clarity, Next Ticket allows you to effortlessly track and analyze who has handled, closed, or even refused tickets within a designated timeframe.
To illustrate, a Tickets by Priority dashboard contains the statistics for priority tickets, while the Tickets Resolved-Technician Efficiency dashboard gives an overview on count and daily rate of tickets resolved for the selected date range.
Having this level of transparency and accountability empowers you with actionable data to deliver a more responsive service to your clients.
The Power of Synergy
The true power lies in Next Ticket, MSPbots’ micro-trained bots, and the platform’s robust reporting capabilities. Having these tools work in unison marks a turning point in ticket management. It empowers MSPs with actionable data to deliver an exceptionally responsive service, ultimately setting a new industry benchmark for efficiency, client satisfaction, and operational excellence.
Aim For A Higher MSP CSAT Score with Next Ticket!
Next Ticket user Mauro Cretari from CIO Landing gave a glowing endorsement for Next Ticket for significantly improving their response time. He explained, “Next Ticket is the one that takes care of the prioritization for the technicians. The technician is the one that says, ‘Hey, give me the Next Ticket’ and as soon as the ticket comes in, it can be worked on.”
Get a higher MSP CSAT score with Next Ticket. Explore in-depth how MSPbots’ Next Ticket can elevate your MSP business. Get started by signing up today and booking a demo.
