New User Training
_New User Training_
In this KB, we will list out, in order, the KBs to read and implement for your new user training. KB #1 Welcome to Rocketship KB #2 How do I access Rocketship? KB #3 How do I dispatch a new ticket? KB# 4 How do I escalate a ticket? KB# 5 How do I ...
What does Rocketship for Autotask do for me?
Rocketship “automates helpdesks in Autotask.” Specifically, there are three labor-intensive tasks that Rocketship for Autotask fully automates: Dispatching Escalating Scheduling Let’s dig into those a little more. No More Manual Dispatching When a ...
Understand Rocketship Ticket Statuses
When using Rocketship, your helpdesk team will be using some Ticket Statuses you are not familiar with. In this KB article, we’ll discuss each. Required Statuses The following statuses are required by Rocketship and will always be present, although ...
How to Toggle Light and Dark Mode
In Rocketship, you can enable/disable dark mode via the dark mode icon at the top of the Rocketship Admin Portal, Rocketship WorkBoard, and Rocketship Ticket Insights. A screenshot of the icon to click: This is a toggle icon, meaning it will toggle ...
How to get help?
Need help? Have an idea for how we can do better? Read the Knowledge Base. We have an extensive and growing Knowledge Base (KB). You can access it via our website or via this link. Creating a Support Ticket. You can create a Support Ticket in the ...
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 schedule a Calendar Appointment?
Whether you are scheduling a Calendar appointment to call a customer or because you need to schedule a time to reboot a server, we call these “Fixed Appointments” because they are “fixed” to a day and time. Fixed Appointments differ from Next ...
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 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. ...
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 ...
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 ...
Popular Articles
What does Rocketship for Autotask do for me?
Rocketship “automates helpdesks in Autotask.” Specifically, there are three labor-intensive tasks that Rocketship for Autotask fully automates: Dispatching Escalating Scheduling Let’s dig into those a little more. No More Manual Dispatching When a ...
Admin Lesson 1: Welcome to the Admin Seat
Horizon doesn't run itself. Triage rules, todo policies, assignment plugins, watchlists, forms — these are decisions someone has to make. That someone is you. This lesson sets the frame: what an admin actually does, how the three panels split up the ...
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) ...
Setup Rocketship in Autotask
This article describes how to fully integrate Rocketship into the workflow of your team inside Autotask. Setup involves these phases: Set up Autotask API user Add API User in Rocketship Admin portal Enable Rocketship in Autotask Integration Center ...
Creating an Autotask API User for Rocketship
Like any software that integrates with Autotask, you’ll need to create an Autotask API user for the connection. This takes about 1 minute to do. These steps are accomplished via the Admin->Resources (Users) screen in Autotask. Log in to Autotask as ...