Real-time ticketing for ConnectWise PSA - Simplified
My Tickets Experience (MTX) provides a real-time, workflow-based experience for working in ConnectWise Manage with tickets, activities, and schedules.
MTX is your real-time ticketing interface for ConnectWise PSA
My Tickets Experience (MTX) provides a real-time, workflow-based experience for working in ConnectWise Manage with tickets, activities, and schedules.
Advantages over ConnectWise Manage Interface
Advanced Caching & Queuing for a real-time, no-delay experience when working with ConnectWise Tickets & Schedules
A natural workflow & intuitive design for working on tickets (no more save & close)
Mobile version (MTM) automatically handles travel schedule records, time entries & travel expenses
Perform mass ticket updates in one-tenth of the time
Advantages over ConnectWise Manage Interface
Advanced Caching & Queuing for a real-time, no-delay experience when working with ConnectWise Tickets & Schedules
A natural workflow & intuitive design for working on tickets (no more save & close)
Mobile version (MTM) automatically handles travel schedule records, time entries & travel expenses
Perform mass ticket updates in one-tenth of the time
Features
Ticket Queuing
A system for communicating which tickets to work on. Instead of having to schedule a tech directly or rely on them to pick the “right” tickets, you can assign importance to the most pressing tickets by adding them to the queue.
One Working Ticket Method (OWTM)
This method allows users to only work on one ticket at a time, achieving true real-time ticketing. The user does not need to keep the ticket tab active as the timer is always running while the ticket is In Progress. If the user wishes to work on another ticket while currently In Progress with another ticket, they can either wrap-up their current ticket, PSR their existing ticket, or begin working on the new ticket and MTX will automatically place the ticket into Auto PSR.
Pros
True real-time ticketing as one can only have one ticket In Progress at anytime
Clear reporting to others on which ticket you are actively working on
No longer required to keep a ticket tab active in order for the timer to be running
Can move instantly to another ticket without having to manually PSR an existing ticket
Process Still Running (PSR)
PSR is a paused ticket state. A user places the ticket manually into Process Still Running (PSR) mode by clicking on a working ticket’s PSR button. The ticket remains docked within the user’s MTX.
In-House Updates
PSR is a paused ticket state. A user places the ticket manually into Process Still Running (PSR) mode by clicking on a working ticket’s PSR button. The ticket remains docked within the user’s MTX.
When/Where in MTX can an Internal Note be marked as an “In-house Update”
Adding an Internal Note from the Ticket Summary View
Clicking on an existing Internal Note’s Edit icon
Sending a Schedule Notification with a Custom Note
Under Wrap-up Schedule Options
Features
Ticket Queuing
A system for communicating which tickets to work on. Instead of having to schedule a tech directly or rely on them to pick the “right” tickets, you can assign importance to the most pressing tickets by adding them to the queue.
One Working Ticket Method (OWTM)
This method allows users to only work on one ticket at a time, achieving true real-time ticketing. The user does not need to keep the ticket tab active as the timer is always running while the ticket is In Progress. If the user wishes to work on another ticket while currently In Progress with another ticket, they can either wrap-up their current ticket, PSR their existing ticket, or begin working on the new ticket and MTX will automatically place the ticket into Auto PSR.
Pros
True real-time ticketing as one can only have one ticket In Progress at anytime
Clear reporting to others on which ticket you are actively working on
No longer required to keep a ticket tab active in order for the timer to be running
Can move instantly to another ticket without having to manually PSR an existing ticket
Process Still Running (PSR)
PSR is a paused ticket state. A user places the ticket manually into Process Still Running (PSR) mode by clicking on a working ticket’s PSR button. The ticket remains docked within the user’s MTX.
In-House Updates
PSR is a paused ticket state. A user places the ticket manually into Process Still Running (PSR) mode by clicking on a working ticket’s PSR button. The ticket remains docked within the user’s MTX.
When/Where in MTX can an Internal Note be marked as an “In-house Update”
Adding an Internal Note from the Ticket Summary View
Clicking on an existing Internal Note’s Edit icon
Sending a Schedule Notification with a Custom Note
Under Wrap-up Schedule Options