Features
Auto-Triage
– PSA integration
Ticketilla is presented as a simple interface within ConnectWise, that alerts the dispatcher as soon as new tickets arrive.
– Automation of common fields
Ticketilla automatically calculates your ticket type, subtype, item, impact/urgency & budgeted hours.
– Title tidying
Ticketilla recommends appropriate titles based upon ticket content.
– Unobtrusive
All suggestions made can be overridden prior to pressing the “save” button – in case you’re not comfortable handing everything over to automation!
– Trainable
Ticketilla can be up and running within 10 minutes, but we acknowledge that some MSPs may wish to take some extra time to “train” the system on their own unique requirements when it comes to impact/urgency, budgeted hours or more – there are configurable settings available for all.
– Junk filter
Does your tech support email account fill up with random emails? Ticketilla will identify new tickets it believes to be junk, and will recommend them for closure.
Auto-Dispatch
– Engineer skills matrix
Create & automatically populate a training matrix for your team, based upon their past performance on service tickets
– Automated skills-based dispatch
Tickets are analysed for skills required & using the skills matrix, the most appropriate engineer for the job is automatically assigned.
– Automated time-based dispatch
Once Ticketilla has located an appropriate engineer, it then enters tickets into their diary in a priority order, the engineer simply needs to press a button to be given the next most important task.
– Training assistant
Using the skills matrix, managers can review training courses that may be required for engineers. Skills lists match up to well-known training courses.