The Autotask Stale Tickets Bot is a template bot that notifies technicians about tickets that have not been updated for an extended period of time. It sends alerts to users based on a default criteria and schedule, and can be customized to fit your organization's requirements. The bot can also be configured to send escalation alerts when the escalation criteria are met.
Below is a sample notification for the Autotask Stale Tickets Bot.
Below is a sample escalation message for the Autotask Stale Tickets Bot.
Why use the Autotask Stale Tickets Bot
With the Autotask Stale Tickets Bot, technicians will:
- Never miss an SLA – Get timely reminders so nothing slips past commitments.
- Consistently offer good customer service and support – Forgotten tickets are addressed before they get escalated.
- Enjoy a manageable queue – Backlogs are prevented, and bottlenecks are immediately spotted and fixed, keeping the workflow and the queue moving smoothly and efficiently.
On the other hand, MSPs will benefit from:
- Improved SLA compliance – Technicians can take timely action before tickets breach service-level agreements.
- Increased technician accountability – Tickets are kept visible, eliminating the chance of being overlooked or deprioritized.
- Higher customer satisfaction – Forgotten or delayed tickets are proactively addressed.
- Operational efficiency – Notifications prevent ticket backlogs and remind teams about neglected tickets, helping balance resources where needed.
Prerequisites
You need an admin role to clone and customize the Autotask Stale Tickets Bot.
How to start using the Autotask Stale Tickets Bot template
To start using the Autotask Stale Tickets Bot, you must first clone the template and then customize the bot design.
- Navigate to Bots on the MSPbots app.
- Click the Best Practice tab on the Bots page.
- Find the Autotask Stale Tickets Bot and click it.
- Select Yes when asked if you want to clone the bot.
As an alternative, you can click the ellipsis ... symbol and select Clone.
The cloned bot will open after clicking Clone. You can find the cloned bot in the My Bots tab. -
You can now start customizing the cloned copy of the bot, using Steps 2 and onward in the article How to Create a Bot.