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Product Overview

ServiceTree provides world-class automated dispatching services to the MSP industry with its patented Open Next™ technology. It’s time for your techs to focus on working on the ticket, not finding the ticket.

How Does ServiceTree Determine Which Ticket to Open Next™?

Enhanced/Enhanced+ Users in this tier are dispatched tickets based on: 

  1. Scheduled Tickets - ServiceTree’s algorithm first dispatches all previously assigned tickets (i.e. tickets that have already been assigned to you with a specific date and time).
  2. New Tickets/Untriaged Tickets - If you have the ServiceTree “dispatcher mode” on, the next type of ticket that will be distributed is new, untouched tickets. This allows MSPs to quickly review and analyze a ticket to determine if they need anything else from the customer.
  3. Due Date - The third level of dispatching is based on Due Date, which means these tickets are assigned to techs based on a due date which is set by the ServiceTree algorithm when a ticket is moved from an untriaged stage to any stage that is considered triaged. Due dates are also set by the priority level of the ticket.
    1. If a tech has reviewed a ticket but not completed it, the ticket will be dispatched to the tech again within 8 business hours.
    2. If a tech has reviewed a ticket and determined that something is still needed from the customer, they will be reassigned those tickets within 8 business hours.

Free/Standard/Standard+ Users in this tier are dispatched tickets based on:

  1. Scheduled Tickets - ServiceTree’s algorithm first dispatches all previously assigned tickets (i.e. tickets that have already been assigned to you with a specific date and time).
  2. Due Date - The second level of dispatching is based on Due Date, which means these tickets are assigned to techs based on a due date which is set by the ServiceTree algorithm when a ticket is moved from an untriaged stage to any stage that is considered triaged.
Dispatching tickets could not be simpler, just press Open Next, and you will be given the ticket you need to work on next.
You can be setup and running in minutes, or if you would like - you can customize things to your hearts content.
See why ConnectWise Manage companies use ServiceTree Auto at service-tree.com. Better yet, get a 30-day free trial and experience ServiceTree for yourself!
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