My Tickets Experience (MTX) is Nilear’s ticketing interface that works with ConnectWise PSA for a more intuitive workflow. Nilear just announced MTX 5, which includes four new features: Ticket Queueing, Skills Management, 6 new ticket columns, and Over-Budget Notifications for the Availability Board. With these new features, we’re excited to help further streamline real-time ticketing and workflow efficiency.
What is Ticket Queuing
Ticket Queueing is a brand new system for communicating to techs which tickets to work on. Instead of scheduling a tech directly or relying on them to pick the “right” tickets, Ticket Queuing allows you to assign importance to the most pressing tickets by adding them to the queue.
Ticket Queueing Features:
- Each tech has their own queue based on what boards they’re on.
- You can view other people’s queues and filter by team and board team.
- Notifications will pop up for new tickets added to the queue since you last looked.
- Tickets are ordered in the queue by “first in, first out”, regardless of SLA status, priority, or schedule.
How to use Ticket Queuing
There are three ways to add a ticket to the queue:
- You can click the ticket queue button in the assign column
- You can click into the ticket and click the ticket queue button in the top left corner
- You can select the ticket and under select actions choose add to ticket queue
To place the ticket in the correct queue, MTX considers teams, member skills, spectator schedules, ticket schedules, ticket owner, and the ticket type, subtype, and item. To view queued tickets, click the queue button at the top of the screen in the tickets tab.
To de-queue a ticket, select the queued ticket, and click delete from queue from the drop-down. Changing ticket statuses to waiting, resolved, or scheduled in the wrap up stage will also remove the ticket from the queue.
To work on a queued ticket, navigate to the queued tab and put the ticket in progress like you normally would. When tickets are in progress or PSR they will still be queued but won’t be shown in the queue.
Benefits of Ticket Queueing
More flexibility
Ticket queueing allows for more flexibility than just scheduling one person on a ticket at a specific time. Now techs can view the queue for the next ticket, giving them more autonomy, while ensuring the “right” tickets get worked on.
Streamlined viewYour personalized queue provides a streamlined view of what tickets to work on in a day and a recommended order. On boards where ticket numbers can balloon, ticket queueing allows techs to easily see what the top priority tickets are for the day and what they should work on next, combating choice paralysis and burnout.
More realistic
Additionally, Ticket Queuing is more natural to a day’s workflow. While you might be scheduled for an hour on a ticket and only take 20 minutes, you can now view the queue to grab your next ticket. Whereas before, a dispatcher would schedule out your day based on estimated time.
Additional Features in MTX 5
Skills Management is part of the targeting rules for Ticket Queuing. Skills can be filtered by level or certification. We recommend having skills match TSI requirements, either by creating new skills for TSI descriptions or by creating custom targeting rules for existing skills.
MTX 5 also includes 6 new column options for the tickets page that can be added using the “customize columns” button.
- SLA Status
- Team
- Type
- SubType
- Item
- Config Count
These columns can be rearranged in any order and provide additional data for MTX users.
The Availability Board in MTX (and the Time Machine) will also now provide Over-Budget Notifications, letting techs know visually when they’re spending too much time on a ticket. The over-budget notification is determined by the assigned schedule record. When no pre-existing schedule record or ticket budget value has been set, the Default Budget value defined under Nilear -> Settings -> My Tickets will be used. This initial default value is set to 45 minutes.
Questions? Leave them in the comments below! Ready to experience MTX 5? Sign up for a 30-day free trial of Nilear.