Automated Dispatching for ConnectWise Tickets

A Chrome Extension for ConnectWise Manage designed to improve your ticketing workflow.

NO MORE manual searching for an available and qualified tech

ServiceTree matches the right tickets to the right techs based on the parameters you set within the tool. No dispatcher needed!

NO MORE lost tickets

Ideally, your tech finishes a ticket all in one sitting. But we know this isn’t always the case. That’s why Open Next ™ automatically reschedules tickets.

NO MORE cherry-picked tickets

Tickets are automatically dispatched to technicians based on parameters you set in the tool, including the tech’s skills, the client’s SLA, and more.

SAVE TIME

Start Working Efficiently.

Facilitated Scheduling

Rather than a mess of back and forth emails, clients are able to schedule a time on the calendar with a specific tech or the next available team member

Designed for MSP Integration

ServiceTree is designed for the distinct needs of an MSP, created using data and analytics from over 100,000 tickets.

Easy Usage

ServiceTree integrates seamlessly with daily operations as a downloadable Chrome extension. After a quick 5-10 minute setup, techs are a simple click away from working on their next ticket.

30 day FREE trial - NO CREDIT CARD REQUIRED

*We’re so confident that ServiceTree will meet and exceed your ConnectWise dispatching needs that we’re offering a 30-day free trial, no credit card required! If you like what you see, simply add your billing information, select your plan, and you’re ready to go! Your 30-day trial starts when you sign up for ServiceTree.

Standard SLA

Ticket Type

Contact Type

Customer SLA

TWO VIEWS

Access Exactly What You Need.

Tech View

Tech’s hit one OpenNext™ button that automatically changes the status to in progress and starts time tracking.

Manager View

As the manager, you will have a different view than your techs. You will see the next five tickets that the techs are expected to work on.

PRIORITIZE

OpenNext is Customizable to your MSP

By Contact
By Ticket Type
By Customer SLA

For Techs

Extra simple and fast with easy customer scheduling built in.

Work on the ticket

For MSP Owners

All the variables you want to customize.

For Clients

EASY SETUP

Get Up and Running in Minutes

1

2

3

Set a Standard SLA

Map your Statuses

Add your Resources

FAQs

Is there a free trial or demo?

ServiceTree Auto offers a 14 day trial.

Is the licensing per user or concurrent?

We license per named user, i.e., for each user you have in ConnectWise that you would like to utilize ServiceTree Auto.

What is the minimum license term?

The minimum license term, after the 14 day free trial, is 12 months.

What happens if I need to change the user count during the term?

You can increase the user count at any time throughout the term. Your original term will not be extended.

Do I still need a dispatcher?

There are two common definitions of a dispatcher when working in an MSP.

A person who looks at the service boards to make sure tickets are being worked on and not forgotten. ServiceTree replaces this role by dispatching the ticket throughout the life cycle of the ticket.
A person who answers the phone, creates the ticket, and may or may not schedule the ticket to the appropriate tech. ServiceTree does not replace the person answering the phone or creating a ticket. However, we remove the requirement to find a tech to work on the ticket and ensure that no one forgets about it.

How does ServiceTree AUTO know which ticket to give to the tech?

Utilizing our patent-pending technology, we calculate the SLA for a new ticket and then give the ticket to an available tech to ensure it is done in time.

What happens to a ticket that is put on hold?

Generally, tickets that are put on hold will come up in Open Next within 8 business hours. This ensures tickets don’t fall off the tech’s radar. In Open Next, you can customize which statuses do not trigger a ticket to come back.

Do we need to set up the SLA’s within ConnectWise Manage before we can utilize Service TreeAuto?

No, you do not need to set up SLA's within ConnectWise. ServiceTree AUTO does not utilize the SLA’s defined within ConnectWise Manage.

Do all our customers have to have the same SLA times?

Although you set up the default SLA used for all customers, you can override it on a ‘per customer’ level.

Do I need to use OpenNext™ for all our service boards?

It is up to you! You can choose which service board you would like ServiceTree Auto to analyze and provide tickets to your techs.

Can I select which ticket statuses are given, as we have some statuses that we want to ignore?

Yes, you can customize which status from which service board you would like to be used.

Can we filter out which types of tickets go to each tech?

Filtering based on type and sub-types will be released shortly on the Plus tiers.

Do scheduled tickets come through via OpenNext™?

Yes, they will come up in OpenNext™ once the scheduled time has occurred.

What happens to tickets that have an owner assigned?

OpenNext™ will only give the ticket to the owner while the ticket is not overdue. If the ticket’s OpenNext time (OLA) is exceeded, ServiceTree will give the ticket to the first available tech.

Do project tickets come through in OpenNext™?

No, most businesses schedule when their techs work on project tickets.

How are parent/child tickets handled?

Only parent tickets are given to the tech.

Are third party integrations impacted?

There are many integrations in the ConnectWise ecosystem, but it is highly unlikely that third party integrations will be impacted. We work within the ticket element.

Do I need a configuration item applied to tickets for OpenNext™ to operate?

No, we don’t currently account for configuration items.

Can our techs still cherry-pick which ticket to work on?

Your techs can still go into the ticket list or board and pick any ticket they want to work on. If you want to avoid this altogether, please reach out to us for more information about ServiceTree CONNECT.

What happens to the status of the ticket when it is given to a tech?

We change the status of the ticket to the corresponding ‘In Progress’ that is defined per service board when you first setup ServiceTree Auto.

Is a time entry created?

Your techs will still need to create a time entry. ConnectWise Manage will remember the time the ticket was opened and when the status changed. This will ensure the start time will be accurately captured. (Which is half the battle!)

Can you blacklist companies to specific users, i.e., can we set up team pods?

This feature is available in our Enhanced version of ServiceTree Auto.

What about tickets from my RMM?

As soon as your ticket is in ConnectWise Automate, and is in a service board and status you have defined,ServiceTree Auto will work.

What about tickets from email?

Just like an RMM ticket, as long as the ticket is in a service board with the status defined, ServiceTree Auto will work.