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Ticket Automation
Overview
Get started
How-to guides
All how-to guides
Add your OpenAI key
Switch a board on
Choose Preview or Live
Assign Priority
Set TSI
Correct Company
Polish Summary
Split Tickets
Create Tasks
Write instructions
Read a board's estimated cost
Use the technician tools
Read Ticket Automation's note
Read the AI column
How it works
All topics
Which tickets are automated
How a ticket is automated
Preview and Live
Instructions and the check
Your OpenAI key
Reference
All reference pages
Automations
Settings
Access levels
Note headings and lines
Messages
Walkthroughs
All walkthroughs
Take a board from Preview to Live
Data and security
Troubleshooting
Support Advisor
Overview
Get started
How-to guides
All how-to guides
Turn Support Advisor on for a board
Choose a board's indexing
Index past tickets
Read new tickets automatically
Write instructions for Support Advisor
Exclude a company
Read the AI column
Ask about a ticket
Focus on one task and give direction
Ask a follow-up
Ask it to search the web
Read and use the advice
How it works
All topics
Board coverage
Indexing and the searchable history
Member visibility
Automatic reads
How instructions shape advice
Web research
Reference
All reference pages
Settings
Access levels
Messages
Walkthroughs
All walkthroughs
Set up Support Advisor on your help desk
Work a ticket with Support Advisor
Data and security
Troubleshooting
External AI (MCP)
Overview
Get started
How-to guides
All how-to guides
Switch External AI on or off
Set members' External AI levels
Connect Claude Code
Connect Claude
Connect VS Code
Connect Codex
Connect Cursor
Connect Gemini CLI
Approve a connection
Work a ticket with an AI client
Use a suggestion in MTX
Check and change availability
Revoke a connection
How it works
All topics
How a client acts as you
Which tickets a client can work on
Reference
All reference pages
Tools
Access levels
Messages
Walkthroughs
All walkthroughs
Connect Claude and work a ticket
Data and security
Troubleshooting
MTX
Overview
Get started
How-to guides
All how-to guides
Work your queue
Use the Tickets tab
Filter the ticket list
Choose the ticket list's columns
Open a ticket's summary
Start and stop work
Write working notes
Send an email
Record time
Wrap up a ticket
Use tasks and ticket goals
Put a ticket in PSR
Set your availability
Use My Schedule
Create a ticket
Find a configuration
Use the Support Advisor tab
Set your preferences
Search notes and time entries
Set up MTX for your company
Change MTX's company settings
Force the One Ticket Method
Set up time entries
Map your boards' statuses
Require custom fields by board
Set availability rights
Set up queue targeting rules
Review your SLA settings
Choose MTX's AI features
Let technicians save note templates
How it works
All topics
One Ticket Method and Classic Method
PSR (Process Still Running)
Availability and work states
The queue and targeting rules
How time entries are recorded
Efficiency chips
Reference
All reference pages
Administrator settings
Member settings
Access levels
Keyboard shortcuts
Messages
Walkthroughs
All walkthroughs
A ticket from the queue to resolution
Data and security
Troubleshooting
Client Mapper
Overview
Get started
How-to guides
All how-to guides
Describe a map
Build a map by hand
Find clients near a place
Open and read a map
Refine a map
Save, share and delete maps
See on-site visits
Choose on-site statuses
Manage team homes
How it works
All topics
The client index
Locating sites
What each person sees
Reference
All reference pages
Conditions
Access levels
Messages
Walkthroughs
All walkthroughs
Plan a day of visits
Data and security
Troubleshooting
ConnectActive
Overview
Get started
How-to guides
All how-to guides
Add a company
Connect Microsoft 365
Connect Active Directory
Connect Google Workspace
Add Partner Center customers
Review and commit a sync
Filter which users sync
Sync a multi-company directory
Map contacts to sites
Set Contact Types and custom fields
Set configuration contacts
Bill every user
Map a group to an addition
Map Microsoft 365 licenses
Map OUs to an addition
Combine groups or licenses
Split a mapping by OU
Add or exclude contacts
Turn on prorating
Set up tiered pricing
Ignore accounts automatically
Clean up inactive contacts
Read reports and changes
How it works
All topics
How a sync works
Agreement mappings
Dynamic groups
Prorating
Tiered pricing
Reference
All reference pages
Company settings
Mapping options
ConnectActive page tabs
Permissions
Access levels
Statuses and messages
Walkthroughs
All walkthroughs
Bill a Microsoft 365 license
Data and security
Troubleshooting
Score My Team
Overview
Get started
How-to guides
All how-to guides
Read your scores
Set up a ScoreCard
Set Rocks
Create a custom module
Customize the Real-time points
Submit a peer review
Manage a ScoreBook
How it works
All topics
ScoreBooks and ScoreCards
Real-time Ticketing
Timesheet scoring
Peer Review and Configuration Review
Configuration scoring
Reference
All reference pages
Scoring modules
Real-time points
Access
Walkthroughs
All walkthroughs
Score a help desk team
Data and security
Troubleshooting
Time Machine
Overview
Get started
How-to guides
All how-to guides
Go back in time
Switch views and layout
Choose a team
Open a member's details
Show it on an office TV
Set the calc rule
Restrict what members see
How it works
All topics
Efficiency Chips
Efficiency Strips
Availability states
Reference
All reference pages
The details dialog
Settings and access
Walkthroughs
All walkthroughs
Review yesterday
Data and security
Troubleshooting
ScheduleSync
Overview
Get started
How-to guides
All how-to guides
Turn ScheduleSync or TravelSync on or off
Turn ScheduleSync off for a member
Enter time so schedules sync
Set up TravelSync
How it works
All topics
How ScheduleSync moves schedule entries
How TravelSync plans travel
Reference
All reference pages
Settings
Walkthroughs
All walkthroughs
A day on the Dispatch Portal
Data and security
Troubleshooting
Configuration Station
Overview
Get started
How-to guides
All how-to guides
Require configuration types and fields
Use the Configuration Checklist
Edit a configuration
View an MFA code
Set up configuration reviews
Review a configuration
Score configuration reviews
How it works
All topics
The checklist score
Review cycles
Reference
All reference pages
Access
Settings
Messages
Walkthroughs
All walkthroughs
Tidy a client's configurations
Data and security
Troubleshooting
Nilear Live
Overview
Get started
How-to guides
All how-to guides
Choose your ticket updates
Mark yourself at lunch or AFK
Get schedule and peer review updates
Pause or unlink Nilear Live
How it works
All topics
Ticket updates
Reference
All reference pages
Settings
Commands
Walkthroughs
All walkthroughs
Set up Nilear Live for a dispatcher
Data and security
Troubleshooting
Changelog
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Various Ticket Bug Fixes
August 20, 2021
·
MTX
· Bug fix
Improved MTX processing of images for incoming emails
Corrected filtering Custom Notes by current Company Status only
Corrected Send Email Add Note alerting when no scheduled resources existed
All changes
