SmartDispatch
Why does Rocketship WorkBoard refresh automatically in Autotask?
This is a design decision by Autotask. Specifically, Autotask auto-refreshes every dashboard inside the product every 5 minutes. Unfortunately, this is not something we can control directly. However, when working in Rocketship via an Autotask ...
Stop a Resource from getting some tickets but not others
There are times you want a resource to stop getting tickets in some situations while getting tickets in others, at the same time. For example, let’s say you have a tech that is going on a two-day vacation. You do not want them getting any helpdesk ...
Mark a Resource as Unavailable for New Tickets
In Rocketship, the Escalation engine will bypass any Resource that is set inactive. This can be useful in scenarios where a Resource is sick, on extended leave, etc. This can be done via the DispatchBoard by a service coordinator. Log into Autotask ...
Autotask vs Rocketship In/Out
In an IT MSP, the efficient allocation of tasks is crucial for maintaining productivity and meeting SLAs (Service Level Agreements). Traditionally, Autotask provides an In/Out feature that serves as an FYI to let the team know whether a technician is ...
Work Duration Rules in Rocketship
The new Work Duration Rules feature in Rocketship simplifies managing work durations by allowing you to define them based on teams, issues, and subissues. This feature is especially useful for helpdesks that use Pods to manage separate customers, as ...
Why does the same Autotask Resource keep getting escalated tickets?
If you have a ticket routing rule that manages an escalation and you find that the same team member keeps getting assigned escalated tickets, there are a two common reasons why: Other team members are blocked due to external appointments. No ...
Why aren’t escalations auto-creating Next Activities?
When you create an Escalation Rule or modify the Escalation Teams, Rocketship will use the Quickfix “out-of-the-box” Next Activity if available. This is the default 15-minute block of time. If Rocketship is not auto-scheduling a Resource that is the ...
Using Ticket Routing to Automate Dispatch & Escalations
With Rocketship for Autotask, it is easy to use ticket routing to automate dispatch & escalations. Ticket routing is how you shuffle tickets around – whether it’s a dispatch, which is assigning a ticket to a resource when there’s been no assignment ...
Using Away Schedules to Manage Availability
Away Schedules provide a way to manage the availability of your resources by marking them as unavailable during specific periods. This feature is essential for accurately maintaining your team’s capacity and ensuring tickets and tasks are assigned to ...
Understanding the Days to Scan Setting
Days to Scan is best understand as “how far into the future will we look?” when looking for free timeslots for a user. This is important because whether a user is free or busy requires that you know the timeline. Example Scenario for Tier 1 For ...
Understanding Escalations vs Forwarding in Ticket Routing Rules
In Rocketship, one of the core modules is Ticket Routing. With Ticket Routing, you define a set of skills for each team and then build a ruleset of how tickets “route” between those teams. For example, you may have a Ticket Routing Rule “NOC Backups” ...
Understanding Escalation Methods in Rocketship
In Rocketship, the Escalation Engine plays a pivotal role in orchestrating the assignment and routing of tickets among different Teams and Resources. To grasp the concept of Escalation Methods, it’s essential to distinguish them from Escalation ...
Troubleshooting Escalation Rules: Common Reasons for Non-Matching Tickets
Escalation Rules map tickets in Autotask to escalation paths used by Rocketship to assign and (if configured) automatically schedule resources. At times, a ticket may not match an Escalation Rule. This KB describes how to troubleshoot when an ...
Team Roles and Custom Resource Roles
In Rocketship, each Team can be assigned a default Autotask Role, which is automatically applied to every Resource (technician) within that Team when they are assigned to a ticket. However, Rocketship also allows for flexibility, as you can override ...
Stop a Resource from getting some tickets but not others
There are times you want a resource to stop getting tickets in some situations while getting tickets in others, at the same time. For example, let’s say you have a tech who is going on a two-day vacation. You do not want them getting any helpdesk ...
Setup your first Escalation Rule in Rocketship
When you first setup your account in Rocketship, most of the needed default settings and rules are created for you. However, not all of the rules are enabled. We do this to ensure Rocketship only updates tickets, service calls, etc., when you are ...
Performing Multiple Operations as a Dispatcher
When dispatching a ticket via Rocketship, you may need to do more than a single operation. That is, instead of just “dispatching to a tech,” you may need to dispatch the ticket, email the customer, set the ticket to Waiting Customer, etc. To assist ...
Overview of Scheduling Constraints for Escalation Rule Teams
The new Scheduling Constraint feature allows you to set specific active periods for your Escalation Rule Teams. This can be useful for managing coverage outside of regular business hours, setting up special teams that are active before or after ...
Mark a Resource as Unavailable for New Tickets
In Rocketship, the Escalation engine will bypass any Resource that is set inactive. This can be useful in scenarios where a Resource is sick, on extended leave, etc. This can be done via the DispatchBoard by a service coordinator. Log in to Autotask ...
Managing Escalation Rates with Escalation Cooldowns
The Rocketship escalation engine manages both dispatching new tickets and escalating assigned tickets. There are times that a single person may escalate a ticket before you want that to occur, or when two people may try to escalate the same ticket at ...
How to Test Ticket Criteria for Escalation Rules in Autotask
When creating Escalation Rules, you will define Ticket Criteria to match a ticket against an Escalation Rule. How to test Ticket Criteria The best way to test Ticket Criteria, i.e., to check which Escalation Rule will match a given Autotask Ticket, ...
How to Handle Triggered Escalations in a Complex Queue
There are times when you have different types of tickets going into a “new” or “triage” queue. When using triggered escalations in Rocketship, this can present difficulties. For example, let’s say you have these tickets going into your triage queue: ...
How to handle a Team being overloaded via Ticket Routing
There are times when a Team may be overloaded with work while other Teams are not. For example, let’s say you have a Ticket Routing Rule named HelpDesk that has this Escalation Path: QuickFix Team [Bob, Sue, Phil] Tier 2 Team [Jill] Tier 3 Team ...
How to enable Automatic Evaluation in an Escalation Rule
Automatic Evaluations enable Escalation Rules to trigger automatically instead of waiting for a manual execution by a user. By default, an Escalation Rule will NOT perform Automatic Evaluation, so this is enabled on a per-Escalation Rule basis. This ...
How to Define Escalation Rules Specific to a Customer Group
The Escalation Engine in Rocketship is versatile in that you can build out very specific workflows for helpdesk, NOC, co-managed, VIP customer accounts, etc. First, let’s remember that the Default Rule is your “catch-all” rule and should handle the ...
How to create an Escalation Rule in Rocketship
To create an Escalation Rule in Rocketship: Log into Rocketship Admin Go to Dispatch&Escalations Click Create Rule in the Escalation Rules window Set the Name to be short but descriptive, e.g., “Network Support Tickets” If desired, set Schedule Type ...
Handling Escalations from Non-Escalation Rule Team Resources using the Bypass Feature
Occasionally, a resource working on a ticket may need to escalate it, but they are not part of the escalation rule teams associated with that ticket. This situation often arises when a ticket is handled by a third party (e.g., an outsourced ...
Grab-and-Go Self Assignment
There is a use case that happens in some MSPs where the person triaging a ticket is also the person who will work the ticket. For example, a resource may answer a customer call, create the ticket, and begin working immediately with the customer. In ...
First Available vs Sticky Escalations
The Escalation Engine supports several assignment methods, such as First Available, Round Robin, and Least Sticks. However, there are situations where you want recent tickets from the same customer to be handled by the same technician—helping them ...
Escalations vs Scheduling
When using Rocketship, it’s important to be clear that Rocketship can take two actions on a ticket: escalations (ticket routing) and/or work scheduling. It may take one, the other, both, or neither. Let’s work through the scenarios. Note that we have ...
Edit of Assigned Teams for Ticket Escalation Rule due to Duplicate Resource
When assigning Teams to a Ticket Routing Rule, you may sometimes see that the resource/team will be unavailable if you add the same resource for an escalation rule. Currently, we do not support you adding the same Resource to a Ticket Escalation Rule ...
Dynamically Update Who is Available in an Escalation Path
There are times you want to have very dynamic Escalation Rules where the people assigned change frequently. For example, you may have a triage tier and the person assigned to triage changes daily. There are three ways to do this: Set Resource to ...
Dynamically Update Which Tiers Each Team Member is Working
With Ticket Routing Rules, you define the flow of tickets to teams/resources. Ticket Routing Rules are “static” in that the filter criteria and the escalation path used in determining which team/resource is next in line to accept the ticket are ...
Delay Before Triggered Escalations (Auto Dispatch/Escalate)
There are times you want to delay the auto-escalation feature in Rocketship. For example, if an email ticket comes in and you want to allow your tech to grab it, and, only if the ticket sits idle for several minutes, do you want Rocketship to ...
Defining the Escalation Path in Ticket Escalation Rules
Every Ticket Routing Rule has an Escalation Path. The Escalation Path defines the order in which Rocketship will escalate a ticket. Let’s take an example: For HelpDesk tickets, you want this order: IT: Tech 1 Team. This is your Level 1 helpdesk, and ...
Combining Escalation Routing & Scheduling for One-Click Dispatch
When you set up escalation routing in Rocketship it will decide which Autotask resource will be assigned whenever a ticket is dispatched or escalated. On the other hand, Rocketship’s scheduler will look at an employee’s workload, calendar, time zone, ...
Autotask vs Rocketship In/Out
In an IT MSP, the efficient allocation of tasks is crucial for maintaining productivity and meeting SLAs (Service Level Agreements). Traditionally, Autotask provides an In/Out feature that serves as an FYI to let the team know whether a technician is ...
Autotask vs Custom Teams
In Rocketship, our dispatch & escalation engine uses tiers composed of “Teams”. Understanding a Rocketship Team A Team is a group of users that all share an Autotask Role. For example, you may have a Team called “Level 1 Helpdesk” that has several ...
Automating Dispatch & Escalations with Webhooks
Rocketship supports fully automated dispatch & escalations using our escalation rule “Automatic Evaluation” policies. An automatic evaluation is where an escalation rule will trigger without user intervention. This is accomplished using webhooks. ...
Holidays in Rocketship Scheduling
DispatchBoard Holiday View Rocketship syncs with Autotask Holiday Sets (per Internal Location) daily. You can view the current list of holidays from: The Holidays page in DispatchBoard, or Your Calendar. Next Activity Recipes (Scheduling Module) ...