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Next Ticket let us retire manual triage and move that person into a full-time technician role. Midday open tickets went from ~36 to ~80 , and during a heavy week our team still hit ~120% ticket ‘kill rate’. We’ve onboarded ~7–8 clients this year without adding support staff. Bots and dashboards keep everyone focused on what matters, and BI that syncs in ~10 minutes means the view matches reality.
Automation Technician, Tier 3 IT
Before MSPbots, we were missing the forest for the trees—we were stuck in the weeds and couldn’t get a clear grasp on key business and operational processes. MSPbots enables us to make data-driven business decisions with a justifiable rationale to better serve our clients. We also struggled to provide client transparency, and MSPbots helps with customer-facing reporting.
We now run a more efficient service desk—bots and dashboards that create awareness have dramatically improved our response on alerts and new tickets, delivering around a 30% faster response time. That’s a huge deal.
CTO, CNIIT
With BrightGauge we had to build a separate report for every client. MSPbots lets us use one automated client list—now we can send accurate quarterly service reports to all 40+ clients without duplicating work. It’s faster, more scalable, and ensures nothing falls through the cracks.
Service Manager, Leadwave Technologies
NextTicket is great for highlighting tickets that should be worked on even if you don’t think they should be. When the team isn’t busy, they pull a ticket with NextTicket, and it’s doing exactly what we want—surfacing tickets they wouldn’t normally look at. We’re still tweaking the priorities; if a ticket keeps cycling up and gets rejected, I can spot that in the reporting and coach the team. It’s been very valuable overall.
Technical Analyst, Myra System
Before MSPbots, we were using BrightGauge, but it just wasn’t flexible enough and didn’t give us the insights we needed. Reports from ConnectWise gave us raw numbers, but to actually analyze, slice, and compare data, we had to export everything into Excel, and even then, it was limited.
MSPbots provided us with the flexibility BrightGauge lacked—there’s a real breadth of dashboards and widgets, plus slicers to analyze what’s actually happening in ConnectWise. Since adopting MSPbots, we’ve seen better technician efficiency and fewer open tickets, and Agreement Profitability lets us trend margins without the old monthly, manual grind.
I’d recommend MSPbots—it provids valuable insights into our PSA that we just can’t get by slicing data in ConnectWise alone.
Director of Operations, Penn Systems Group
I have already recommended. I’m part of ConnectWise Evolve, and I’ve talked to the whole group about it, shown them capabilities. All the leadership I interface with were very interested in the integration into Teams or Slack.”
The feature itself is the integration in Teams and being able to surface alerts with escalations. My team gets an alert — ‘heads up, you’ve got a firm coming up,’ ‘you’re late,’ and then it escalates to the service manager and me. People hate it… but the work gets done. They end up blaming the bot, not me.
Very specifically, we had no way to alert when certain thresholds were met. And that problem is now solved. That was the biggest win we’ve had so far.
Director of Service Delivery, SugarShot
After trialing both BrightGauge and MSPbots in the same week, I.T. Resources chose MSPbots for its flexibility, richer widgets/templates, and better UI, enabling real-time KPI tracking and a path to automation once Autotask data is cleaned.
We are very, very happy with MSPbots—I really like the product. The ready-made dashboards and abundant widgets give us the flexibility Autotask never had, and the interface is simple enough for anyone to use. Now I can see technician metrics in real time, which boosts accountability and productivity.
Owner, I.T. Resources, LLC
We’re using MSPbots every day and I see that continuing—it helps different roles across the team.
NextTicket has been a huge help to the team. It uses our points system to highlight which tickets should be prioritized, saving a lot of time. When technicians finish their current work, they can pull up the right next ticket, which keeps the queues clean and prevents things from being forgotten. Even if a follow-up is missed, NextTicket reprioritizes it and pulls it back to the top. It’s a powerful feature that keeps us on track.
Senior Systems Engineer, Onsite Logic
“We had BrightGauge, but it just had limitations. The complex reports we needed were very difficult to build, and we couldn’t get the information we wanted. With MSPbots, the process side works really well. It’s easy to build dashboards—our sales team gets a dashboard with six widgets showing quotes waiting to be sent, qualified work, or overdue quotes. It’s simple to set up, and it keeps everyone focused. That’s why we moved away from BrightGauge to MSPbots—because what we need on the process side works really well here.”
“I would recommend MSPbots. It’s fairly easy to use, especially for MSPs with technical people. You can set up dashboards, tweak slicers, and get running quickly. For custom reports, your team has helped us, and that worked well.”
Director of Finance, 3RT Networks
“We needed a way to visually showcase metrics and actually understand the data—internally for leadership/teams and externally for clients. We started with BrightGauge but it wasn’t what we were looking for, so we switched to MSPbots—and so far, so good.”
We needed a way to visually showcase metrics and actually understand the data—for leadership/teams and for clients. The best part is submitting tickets and having your team create dashboards for us.
Swick Technologies
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