Ticket Metrics Suite for Autotask Integration app – MSPbots.ai

The Ticket Metrics Suite for Autotask Integration app compiles the top dashboards and reports that Autotask clients use for daily operations. It helps track the key metrics essential for effective performance monitoring and insightful reporting. The app also includes report templates for the monthly Technology Business Review.

Why should I use the Ticket Metrics Suite for Autotask Integration app?

The Ticket Metrics Suite for Autotask Integration app helps you monitor tickets in real time and offers the following advantages and features:

Real-time insights for ticket status and response time optimization.
Enhanced team management through technician performance metrics.
Centralized dashboards for easy monitoring.
Quick and proactive identification of improvement areas.
Automated calculation of KPI scores.
Automated data extraction for reporting.

Prerequisites

Active Autotask Integration Setup.
Admin role to clone and edit the dashboards in the app.

How to install the Ticket Metrics Suite for Autotask Integration app

To install the Ticket Metrics Suite for Autotask Integration app:

Go to MarketPlace in the MSPbots app.
Click the Apps tab.
Select the Ticket Metrics Suite for Autotask Integration app.
Click Install.

How to access the app

Once installed, you can follow the steps below to access the Ticket Metrics Suite for Autotask Integration app.

Go to Apps on the MSPbots app menu.
Click Ticket Metrics Suite for Autotask Integration on the Apps tab.

How to start using the Ticket Metrics Suite for Autotask Integration app

Connect Autotask integration to the MSPbots app.
Install the Ticket Metrics Suite for Autotask Integration app, refer to How to install the Ticket Metrics Suite for Autotask Integration app.
Clone the assets in the Ticket Metrics Suite for Autotask Integration app.
1. Clone the Autotask Active Tickets Summary dashboard.
  1. Open the Autotask Active Tickets Summary dashboard for cloning and click the Design button.
  2. When the Clone window appears, select the Clone the Associated Widgets option.
  3. Review the details in the other fields and click Continue to save.
2. Clone the Autotask Tickets Opened-Closed Same Day dashboard.
  1. Click Dashabords and select Autotask Tickets Opened-Closed Same Day.
  2. Open the Autotask Tickets Opened-Closed Same Day dashboard for cloning and click the Design button.
  3. When the Clone window appears, select the Clone the Associated Widgets option.
  4. Review the details in the other fields and click Continue to save.
3. Clone the Ticket Labor Analysis - Autotask dashboard.
  1. Click Dashabords and select Ticket Labor Analysis - Autotask.
  2. Open the Ticket Labor Analysis - Autotask dashboard for cloning and click the Design button.
  3. When the Clone window appears, select the Clone the Associated Widgets option.
  4. Review the details in the other fields and click Continue to save.
4. Clone the Autotask Tickets Resolved - Technician Efficiency dashboard.
  1. Click Dashabords and select Autotask Tickets Resolved - Technician Efficiency.
  2. Open the Autotask Tickets Resolved - Technician Efficiency dashboard for cloning and click the Design button.
  3. When the Clone window appears, select the Clone the Associated Widgets option.
  4. Review the details in the other fields and click Continue to save.
5. Clone the Autotask Ticket KPIs dashboard.
  1. Click Dashabords and select Autotask Ticket KPIs.
  2. Open the Autotask Ticket KPIs dashboard for cloning and click the Design button.
  3. When the Clone window appears, select the Clone the Associated Widgets option.
  4. Review the details in the other fields and click Continue to save.
6. The cloned dashboards will appear under the My Dashboards tab.
7. Customize your dashboards by adjusting the widget filters or adding more widgets from our available templates.
Set up and send your reports. Cloned reports also appear under the My Dashboards tab.
1. Customize your report.
2. Send it out to clients using the MSPbots Scheduled Reporting. This will automatically generate and send out the reports at regular intervals.
  
  If your company name varies across PSAs, map these names using the Client Mapping feature. Please raise a support ticket so we can update the slicer used in the report template. We are actively working on improving the Automated Client Mapping feature to make this experience easier for you.

What are the Ticket Metrics Suite for Autotask dashboards?

Autotask Active Tickets Summary - This dashboard shows the count of active tickets (non-child and non-internal) per board, per status, and per date created. In addition, it gives full visibility of ageing tickets with respect to creation date and date of last update.

Category	Name	Description
Slicer	Queue	A slicer allows you to select the queue of the tickets you want to filter.
Slicer	Resource	A slicer allows you to select the resource of the tickets you want to filter.
Widget	Open Tickets \| Autotask	Business Pain Point Addressed: This widget helps MSPs monitor ticket backlog in real time. Without this visibility, tickets can easily pile up, leading to delayed responses, SLA breaches, client dissatisfaction, and lost revenue. It directly addresses inefficiencies in workload distribution, resource bottlenecks, and lack of accountability in service delivery. Benchmark: Green (Healthy): < 20 open tickets per tech or per queue, depending on team size and structure Yellow (Caution): 20–40 open.
	Average Ticket Age (Date Created)	A card number widget that shows the average ticket age based on the ticket creation date. By default, the date range is not filtered and captures all tickets.
	Average Ticket Age (Last Updated)	A card number widget showing the average ticket age, which is the number of days between the current date and the date it was last updated. By default, the date range is not filtered and captures all tickets.
	Oldest Ticket \| Created \| Autotask	This shows the age of the oldest active tickets based on the ticket created date.
	Oldest Ticket \| Last Updated \| Autotask	Shows the age of the oldest active tickets based on the last updated date.
	Active Tickets \| Period Created \| Autotask	A bar graph showing the count of active tickets per month based on the ticket created date, arranged from the current month to the oldest one.
	Active Tickets \| Status \| Autotask	A bar graph showing the count of active tickets per current status.
	Active Tickets \| Queue \| Autotask	A bar graph showing the count of active tickets per current Queue.
	Autotask \| Ticket Age \| Ticket Created	A bar graph showing the count of active tickets per ticket age group based on ticket created date.
	Autotask \| Ticket Age \| Last Updated	A bar graph showing the count of active tickets per ticket age group based on last updated date.
	Autotask \| Ticket Age \| Ticket Created \| Per Priority	A bar graph showing the active tickets per priority and age group based on ticket created date.
	Autotask \| Ticket Age \| Last Updated \| Per Priority	A bar graph showing the active tickets per priority and age group based on last updated date.

Autotask Tickets Opened-Closed Same Day - This dashboard shows the count and percentage of tickets that were opened and closed on the same day as well as their weekly trend for the selected date range.

Board_Opened_Closed Same Day_% of Entered_Autotask.jpg

Board_Opened vs Opened_Closed Same Day - Autotask.jpg

Ticket Labor Analysis - Autotask - This dashboard compares the total ticket count with the total labor hours on a per company, queue, and subtype level. It also shows their monthly trend for the selected date range.

Category	Name	Description
Slicer	Queue	A slicer allows you to select the queue of the tickets you want to filter.
	Client	A slicer allows you to select the client you want to filter.
	Date Range	A slicer allows you to select the data range of the tickets you want to filter.
Widget	Ticket and Labor \| Customer \| Autotask	A table showing the ticket count, labor hours, resolved tickets, and average minutes to resolve per customer.
	Ticket and Labor \| Queue \| Autotask	A table showing the ticket count, labor hours, resolved tickets, and average minutes to resolve per Queue.
	Ticket and Labor \| Subtype \| Autotask	A table showing the ticket count, labor hours, resolved tickets, and average minutes to resolve per ticket subtype.
	Total Ticket Count \| Autotask \| (For Selected Date Range)	Shows the total ticket count for the selected date range.
	Total Labour Hours \| Autotask \| (For Selected Date Range)	Shows the total labor hours for the selected date range.
	Ticket \| Autotask	This widget shows monthly trend of total ticket count.
	Labor \| Autotask	This widget shows monthly trend of total labor hours.

Autotask Tickets Resolved - Technician Efficiency - This dashboard gives an overview on count and daily rate of Tickets Resolved for the selected date range. Also shows the % of tickets resolved by First Line Response.

Category	Name	Description
Slicer	Queue	A slicer allows you to select the queue of the tickets you want to filter.
	Team	A slicer allows you to select the team of the tickets you want to filter.
	Resource	A slicer allows you to select the resource of the tickets you want to filter.
	Date Range	A slicer allows you to select the data range of the tickets you want to filter.
Widget	Tickets Resolved \| Technician \| Autotask	A bar graph showing count of tickets resolved per technician for the selected date range.
	Tickets Resolved \| Board \| Autotask	A bar graph showing count of tickets resolved per board for the selected date range.
	Tickets Resolved \| Company \| Autotask	This widget is a bar graph showing count of tickets resolved per company for the selected date range.
	Tickets Resolved \| Month \| Autotask	A pivot table showing total count of tickets resolved per team or technician.
	Tickets Resolved \| Average Per Day \| Month \| Autotask	A pivot table showing the resulting daily average ticket resolved per team or technician.
	Resolved \| First Line Response \| Autotask	A pie chart showing the percentage of tickets resolved with only 1 time entry recorded.

Autotask Ticket KPIs - This dashboard shows the monthly trend of relevant KPIs for open and closed tickets (non-child and non-internal) such as Ave. Time to Respond and Ave. Time to Resolve. All of these are also shown per customer for easy investigation.

Category	Name	Description
Slicer	Queue	A slicer allows you to select the queue of the tickets you want to filter.
	Team	A slicer allows you to select the team of the tickets you want to filter.
	Date Range	A slicer allows you to select the date range of the tickets you want to filter.
Ticket KPIs Details \| Autotask		A table showing values for key ticket KPIs for each customer for the filtered date range.
Closed Tickets KPIs	% Closed First Contact \| Autotask	A line graph showing the % of closed tickets that only have 1 or 0 recorded time entry. Excludes time entries with less than 3 minutes.
	% First Line Response \| Autotask	A line graph showing the % of closed tickets (non-child, non-internal) that only have 1 recorded time entry. Excludes time entries with less than 3 minutes.
	% Single Tech on Ticket \| Autotask	A line graph showing the % of closed tickets (non-child, non-internal) with only 1 technician that logged time. Excludes time entries with less than 3 minutes.
	% Multiple Techs on Ticket \| Autotask	A line graph showing the % of closed tickets (non-child, non-internal) with 2 or more technicians that logged time. Excludes time entries with less than 3 minutes.
All Tickets KPIs	Reopened Tickets \| Autotask	A line graph showing the count of tickets that were reopened, meaning it was tagged as closed at one point but was changed to open/in-progress again.
	Avg. Time to Resolve (in Hrs) \| Autotask	A line graph showing the average Time to Resolve (in Hrs) per ticket (non-internal). Data is from Autotask internal SLA.
	Avg. Time to First Time Entry (in Hrs) \| Autotask	A line graph showing the average number of hours it takes before the first time entry is recorded per ticket.
	Avg. Time to Respond (in Hrs) - Autotask	A line graph showing the average number of hours it takes before the first time entry is recorded per ticket.?????
	Avg. Time to Resolution Plan (in Hrs) \| Autotask	A line graph showing the average Resolution Plan time (in Hrs) per ticket (non-internal). Data is from Autotask internal SLA.

Widget Name	Description
Board \| Opened/Closed Same Day \| % of Entered - Autotask	A bar graph showing the % of tickets that were closed on the same day it was opened per board.
Board \| Opened vs Opened/Closed Same Day - Autotask	A bar graph showing the count of tickets that were closed on the same day it was opened per board.
Tickets \| Opened/Closed Same Day \| %of Entered \| Autotask	A line graph showing the weekly trend of % of tickets that were closed on the same day it was opened per board.
Tickets \| Opened vs Opened/Closed Same Day \| Autotask	A line graph showing the weekly trend of count of tickets that were closed on the same day it was opened per board.