How Computers Made Easy (Robo.net) Eliminated Ticket Cherry-Picking and Gained Full Visibility Across Teams

"Next Ticket has allowed us to adjust priorities and workflows as business needs change — Work is prioritized appropriately without relying on technicians to remember changing priorities."

— Cody Masters, Service Desk Manager, Computers Made Easy

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A Growing MSP, Two Offices, One Standard of Service

Computers Made Easy (CME) is a managed service provider based in Vancouver, WA, serving small and mid-sized businesses across Southwest Washington and the Portland metro area. With a service desk spanning offices in Vancouver and Austin, CME delivers network security, IT infrastructure, and 24/7 managed support to clients across a range of industries. As the team has grown, maintaining consistent ticket workflows and operational visibility across both locations has become a central challenge for Service Desk Manager Cody Masters.

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The Problem: Chaos Behind the Dashboard

Before MSPbots, CME's service desk operated without a structured, enforceable ticket workflow. Technicians worked from a traditional PSA dashboard — and that freedom came with a cost. Without a guided queue, technicians naturally gravitated toward the most urgent or visible incidents, leaving lower-priority requests unaddressed for far too long. Ticket cherry-picking wasn't malicious; it was the predictable result of a system that gave no direction.

The operational challenges were clear:

• Technicians spent valuable time deciding what to work on next, instead of resolving issues.
• Requests were regularly overlooked while incidents consumed the team's attention.
• Managers lacked real-time visibility into workload distribution across Vancouver and Austin.
• Reporting required manual data pulls from the PSA into spreadsheets — a slow, error-prone process that made monthly reviews painful.
• There was no easy way to shift technician focus quickly when a high-priority client needed more attention.

As CME began preparing for a company-wide migration to an ITIL-based structure in HaloPSA, the stakes of fixing these workflow problems became even higher. Transitioning request and incident categories under a new framework, while keeping service levels intact, required more discipline than a traditional dashboard could provide.

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The Solution: Structure, Visibility, and Operational Control

Next Ticket: Guided Workflows That Keep Every Ticket Moving

The most transformative change for CME was the adoption of MSPbots' Next Ticket. Rather than letting technicians self-select from an open queue, Next Ticket presents each technician with their next best ticket based on configured priority rules. This immediately eliminated cherry-picking — technicians no longer decided what to work on, the system did.

When CME needs to prioritize a particular client or initiative, Cody's team adjusts the rules in MSPbots and the change takes effect immediately — no all-hands memo, no reminders at standup. As CME transitions to an ITIL framework in HaloPSA, Next Ticket has also become the mechanism that keeps both incidents and requests moving in balance, preventing the natural drift toward incident-only focus that plagues many MSP service desks.

"Without Next Ticket, I would be concerned that technicians working from a traditional dashboard would naturally gravitate toward incidents, causing requests to be overlooked until the team was completely caught up."

Dashboards and Bots: Management Visibility Without Micromanagement

CME also deployed a suite of proactive alert bots alongside customized dashboards that give managers a live view of service desk performance across both offices. Instead of managers constantly monitoring ticket boards, MSPbots surfaces the issues that matter — overloaded queues, distribution imbalances, technician activity gaps — so leadership can act, not just watch.

Combined with Slicers and customized boards, the team now tracks key metrics across the organization in real time, replacing the slow, manual spreadsheet process that previously consumed hours before every executive review.

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The Results: Less Time Managing, More Time Improving

Since deploying MSPbots, Computers Made Easy has seen meaningful improvements in how their service desk operates day to day:

• Ticket prioritization is no longer left to individual technicians — consistent, rule-based workflows keep every ticket moving.
• Managers spend less time monitoring ticket boards and more time coaching their teams and improving service outcomes.
• Balancing incidents and requests during the ITIL migration has been manageable because Next Ticket enforces the balance automatically.
• Real-time dashboards give leadership immediate visibility into workload distribution, bottlenecks, and technician productivity across Vancouver and Austin.
• Monthly reporting is faster and more reliable — no more manual spreadsheet exports before executive reviews.
• CME can now shift technician focus to any client or initiative instantly by adjusting rules in MSPbots, rather than hoping verbal instructions stick.

"MSPbots helps transform data into actionable insights while creating more structured and efficient workflows — enabling service desk leaders to spend less time managing processes and more time improving outcomes for both their teams and their clients."

— Cody Masters, Service Desk Manager, Computers Made Easy

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