Related Articles
How do I dispatch a new ticket?
First, let’s separate triage from dispatch. A ticket is triaged once, and only ever once, in a helpdesk. This is when the ticket is properly coded with priority, issue, subissue, etc. Once triaged, a ticket needs to be given to somebody to be worked. ...
Welcome to Rocketship
We are happy to welcome you to Giant Rocketship. We started out knowing there had to be a way to cut the clutter from your dispatcher and helpdesk manager. We are glad you joined us on our path to something great. In this User Onboarding Series, we ...
How do I escalate a ticket?
If you remember our previous article on dispatching tickets, in Rocketship, to dispatch means “from nobody to somebody,” while escalating means “from somebody to somebody else.” Escalating tickets is extremely common, whether it’s because the first ...
How do I schedule my next activity?
My.. what!? To truly understand a Rocketship Next Activity, you have to detach yourself from “The Ticket.” That is, understand that although helpdesk software focuses on tickets, those are “nouns” in that each ticket is a database of information on a ...
How do I access Rocketship?
Rocketship fully integrates with Autotask, right down to the User Interface (UI). To that end, Rocketship is embedded in Autotask for you. This ensures you don’t have to “log into yet another portal.” Plus, with this method, we can utilize an SSO ...