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Pam Swetzof
A help desk manager who also coordinates dispatch wants a real-time dashboard, possibly on an office TV so the team can see it too, showing what NextTicket is prioritizing right now: for each technician, the tickets NextTicket would hand them next, in order, with their points.
What is missing is a way to get that live queue out of NextTicket:
  • NextTicket calculates points at the moment a ticket is requested. The points of the tickets still waiting in the queue are not saved, so a dashboard has nothing to read.
  • The Next Ticket Dispatch Scoring dashboard records only the tickets that were dispatched, with their score at that moment. It is a history of dispatches, not the current queue.
The request:
  • Make NextTicket's current queue available to dashboards: per technician, the tickets in the order NextTicket would hand them out, with their points.
  • Keep it current, so it can stay on screen and be acted on.
The outcome: the manager and the team see at a glance what NextTicket will hand each technician next, without opening NextTicket one technician at a time.
Options today, if you need this now:
  • Filter Preview (admins only): select a technician on the NextTicket page, open the filter's settings and click Preview. A pop-up lists the tickets in that filter, sorted by points from high to low (up to 250). It is a manual check inside NextTicket, and if the filter returns more than 250 tickets, an alert email goes to the technician and the admin.
  • Next Ticket Dispatch Scoring dashboard (NextTicket for ConnectWise Manage): every dispatched ticket with its score at dispatch, filterable by member, with a rule-by-rule breakdown. It shows tickets once they are dispatched, not the ones still waiting.
Worth knowing before voting: points follow the filter and rule template assigned to each technician, so the same ticket can score differently for different technicians. That is why this asks for a view per technician.
Created by Frank Tian
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