AI TOOL PROFILE
Giant Rocketship: Help Desk Management for MSPs
- Customer Support
- Help Desk
- Managed Service Providers
- IT Service Providers
- Users of Autotask and ConnectWise Manage
Pricing
Pricing starts at $30 per user per month for the Essentials plan. All plans have monthly minimums and mandatory onboarding fees, with month-to-month subscriptions available.
At a glance
- Best for
- Managed Service Providers, IT Service Providers, Users of Autotask and ConnectWise Manage
- Key use cases
- Ticket Triaging, Skill-Based Dispatching, On-Site Visit Scheduling, SLA Compliance Management
- Integrations
- Autotask, ConnectWise Manage
- Official website
- Visit giant rocketship official website
How AI is used
Giant Rocketship is an orchestration layer for help desks using Autotask or ConnectWise Manage. It is designed to support the ticket lifecycle, from the initial request through to technician assignment and scheduling.
The tool is intended for Managed Service Providers (MSPs) who manage ticket volumes and need to distribute work among staff. It provides features to tag tickets, assign them to technicians, and manage on-site appointments.
Key functionality is focused on the time between ticket creation and assignment to help maintain SLA standards. It also includes tools for managing technician workloads and escalation policies.
Buyers should confirm their PSA tool compatibility and review the onboarding costs associated with different pricing tiers.
Key Features
SmartTag
Provides ticket triaging to help reduce wait times before a ticket is processed.
SmartDispatch
Supports ticket assignment based on technician skills and availability.
SmartMeetings
Supports scheduling appointments, including travel time for on-site visits.
SmartWorkQ
Provides SLA-driven workload management to help organize the ticket queue.
Technician and Manager Dashboards
Offers dedicated views for staff and service managers to monitor help desk activity.
Use Cases
Ticket Triaging
Using SmartTag to categorize and triage incoming tickets to reduce manual delays.
Skill-Based Dispatching
Matching tickets to technicians based on skill sets and availability via SmartDispatch.
On-Site Visit Scheduling
Organizing appointments for field technicians while accounting for travel time.
SLA Compliance Management
Using SLA-driven queuing and predictions to help keep service level agreements on track.
Integrations
- Autotask
- ConnectWise Manage
FAQ
Which PSA tools does Giant Rocketship work with?
- Giant Rocketship is designed to work with Kaseya Autotask and ConnectWise Manage.
How does the pricing work for Giant Rocketship?
- It uses a per-user, per-month model starting at $30, which also includes an onboarding fee and a monthly minimum spend depending on the plan.
What is the difference between the Essentials and Pro plans?
- The Essentials plan supports Round Robin and Least Tickets assignment for up to 2 teams, while the Pro plan adds intelligent assignment, webhook automation, and technician dashboards for up to 10 teams.
Source category: Customer Support
Source subcategory: Help Desk
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