Giant Rocketship: Help Desk Management for MSPs
Giant Rocketship helps MSPs and IT service providers manage ticket workflows and SLA compliance. It is designed for teams looking to automate dispatching based on technician skill and availability.
At a glance
- Category
- Customer Support
- Best for
- 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.
- Key use cases
- Ticket Triaging, Skill-Based Dispatching, On-Site Visit Scheduling, SLA Compliance Management
- Integrations
- Autotask, ConnectWise Manage
- Official website
- giantrocketship.com
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
Provides ticket triaging to help reduce wait times before a ticket is processed.
Supports ticket assignment based on technician skills and availability.
Supports scheduling appointments, including travel time for on-site visits.
Provides SLA-driven workload management to help organize the ticket queue.
Offers dedicated views for staff and service managers to monitor help desk activity.
Use Cases
Using SmartTag to categorize and triage incoming tickets to reduce manual delays.
Matching tickets to technicians based on skill sets and availability via SmartDispatch.
Organizing appointments for field technicians while accounting for travel time.
Using SLA-driven queuing and predictions to help keep service level agreements on track.
Best For
Integrations
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.
FAQ
Giant Rocketship is designed to work with Kaseya Autotask and ConnectWise Manage.
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.
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
