Auto Dispatching for ConnectWise Tickets

A Chrome Extension for ConnectWise Manage with Custom Priority Settings

No Ticket will be left Untouched or Forgotten

5-Minute Setup

With no new software for your techs to learn, ServiceTree AUTO integrates seamlessly with your daily operations as soon as you add it to ConnectWise.

Full Control

Tickets are dispatched not only by age (oldest to newest), but also by custom parameters such as ticket status and client priority.

Higher Utilization

Earn higher profits due to increased efficiency with ServiceTree AUTO. Your techs can focus on servicing tickets rather than sorting through them.

Auto Dispatching

for ConnectWise

It’s time for your techs to focus on working on the ticket, not finding the ticket. With ServiceTree AUTO, a ConnectWise Manage plugin, your techs will enjoy hassle-free ticket allocation without having to learn new software, you will enjoy higher utilization and profits, and your customers will enjoy faster and more efficient service.

14 day FREE trial

*We’re so confident that ServiceTree AUTO will meet and exceed your ConnectWise dispatching needs that we’re offering a 14-day free trial! If you agree with us, you don’t need to do anything at all. Your 14-day trial will be automatically converted to a 12-month agreement. If you decide that you’d like to cancel before your 14-day trial is up, you can downgrade to the Free tier that includes 2 users. Your 14-day trial starts when you sign up for ServiceTree AUTO.

Note: Your card will be charged $1 when you start your trial to ensure that it is a valid credit/debit card.

Pricing

Total Price: $

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Setup Tutorial

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.