An In-depth Look at MTX: My Tickets Mobile, Ticket Search, Multi-Ticket Workflow and More!

Introduction

This tutorial provides a comprehensive guide to using the My Tickets Experience (MTX) tool, a real-time interface designed for managing tickets, activities, and schedules within ConnectWise Manage/PSA. Whether you are dispatching tickets, managing schedules, or utilizing the My Tickets Mobile (MTM) application for onsite work, this guide will walk you through the essential features and workflows to enhance your productivity.

Step 1: Accessing the Dispatch Portal

• Log in to your ConnectWise Manage/PSA account.
• Navigate to the Dispatch Portal to view all incoming tickets.
• Familiarize yourself with the layout, which includes ticket statuses, priority levels, and assigned technicians.

Practical Tip

• Regularly refresh the Dispatch Portal to stay updated on new ticket assignments and changes.

Step 2: Utilizing the Availability Board

• Open the Availability Board to view the real-time availability of team members.
• Use this board to quickly assign tickets based on technician availability.
• Check for any scheduled time off or blocked time to avoid conflicts.

Common Pitfall

• Ensure that all team members keep their availability updated to prevent miscommunication in ticket assignments.

Step 3: Exploring Schedule Views

• Switch between different schedule views (daily, weekly, or monthly) to get a comprehensive look at workloads.
• Identify peak times and manage workloads accordingly to ensure even distribution of tasks.

Practical Advice

• Utilize color coding for different types of tickets or priorities to enhance visibility.

Step 4: Working on Tickets

• Click on any ticket to view detailed information, including client history and ticket notes.
• Update ticket statuses as you work through tasks (e.g., in progress, resolved).
• Add comments or notes for clarity and future reference.

Real-World Application

• Use the ticket history to learn from past issues and improve future responses.

Step 5: Using My Tickets Mobile for On-Sites

• Download and install the My Tickets Mobile app on your smartphone.
• Log in with your ConnectWise credentials.
• Access tickets assigned to you while on the go, allowing for real-time updates and communication with clients.

Practical Tip

• Enable notifications to stay informed about any updates or new ticket assignments during your onsite visits.

Step 6: Bundling and Merging Tickets

• Identify tickets that are related or can be resolved together.
• Use the bundling feature to group tickets, making it easier to manage and track progress.
• If necessary, merge tickets to streamline workflows and avoid duplication.

Common Pitfall

• Always communicate with your team before merging tickets to ensure everyone is aligned on the changes.

Conclusion

The My Tickets Experience (MTX) tool enhances ticket management and streamlines workflows within ConnectWise Manage/PSA. By effectively utilizing the Dispatch Portal, Availability Board, and My Tickets Mobile app, you can improve your efficiency in handling tickets and activities. Remember to keep communication open with your team and leverage the bundling and merging features for optimal ticket management. For further questions or clarifications, feel free to engage with the community in the comments section of the original video.