Automating Dispatch & Escalations with Webhooks

Automating Dispatch & Escalations with Webhooks

Rocketship supports fully automated dispatch & escalations using our escalation rule “Automatic Evaluation” policies. An automatic evaluation is where an escalation rule will trigger without user intervention. This is accomplished using webhooks.

Triggering Automatic Evaluation

This is the logic of automatic evaluation:

    1. You set up a webhook in Autotask to call Rocketship when any ticket is created/edited.
    2. Rocketship receives the webhook call.
    3. Rocketship activates any Escalation Rule with Automatic Evaluation enabled.
    4. Rocketship performs the normal Escalation Rule competition to determine which, if any, will win and execute.

Automatic Evaluation Requires Additional Rule Configuration

There are a few important considerations here:

  • Rocketship will not trigger Escalation Rules unless you enable this feature in each relevant Escalation Rule. It is NOT enabled by default.
  • Each Escalation Rule requires a “When Status Changes To..” for this feature, meaning it applies only to specific Ticket Status changes.
  • Rocketship will not log any errors to tickets if an Escalation Rule is not found. This differs from when a user manually triggers an Escalation.

Configuring Automatic Evaluation

Let’s configure Automatic Evaluation. We’ll do it with our Default Rule so that all tickets coming out of triage that aren’t handled by a custom Escalation Rule are automatically assigned and scheduled to our Tier 1.

    1. Configure the webhook by following KB Create Autotask Ticket Callout Webhook.
    2. Enable Automatic Evaluation in each relevant Escalation Rule.
    3. Test your changes.

WATCH FULL VIDEO:

    • Related Articles

    • Using Ticket Routing to Automate Dispatch & Escalations

      With Rocketship for Autotask, it is easy to use ticket routing to automate dispatch & escalations. Ticket routing is how you shuffle tickets around – whether it’s a dispatch, which is assigning a ticket to a resource when there’s been no assignment ...

    • Combining Escalation Routing & Scheduling for One-Click Dispatch

      When you set up escalation routing in Rocketship it will decide which Autotask resource will be assigned whenever a ticket is dispatched or escalated. On the other hand, Rocketship’s scheduler will look at an employee’s workload, calendar, time zone, ...

    • Delay Before Triggered Escalations (Auto Dispatch/Escalate)

      There are times you want to delay the auto-escalation feature in Rocketship. For example, if an email ticket comes in and you want to allow your tech to grab it, and, only if the ticket sits idle for several minutes, do you want Rocketship to ...

    • How Rocketship decides tickets assignment

      In Rocketship, the Escalation Engine handles both dispatching (new tickets) and escalations (existing tickets). It’s important to understand how the Escalation Engine decides who should be assigned a ticket. Rocketship is an activity-based solution, ...

    • Escalations vs Scheduling

      When using Rocketship, it’s important to be clear that Rocketship can take two actions on a ticket: escalations (ticket routing) and/or work scheduling. It may take one, the other, both, or neither. Let’s work through the scenarios. Note that we have ...