Giant Rocketship provides a service management orchestration platform called Rocketship that integrates directly with Autotask and ConnectWise Manage to automate ticket triage, dispatch, and scheduling for Managed Service Providers (MSPs). The platform uses skill-based assignment, SLA-driven work queuing, and intelligent scheduling to optimize technician workloads and prevent SLA violations. It offers a 30-day money-back guarantee and tiered pricing starting at $40 per user per month.
- Artificial Intelligence
- Data & Analytics
- Enterprise Software
- Software Only
Funding
Funding not disclosed
Founders
Product
Problem
Managed Service Providers (MSPs) often struggle with manual ticket triage, dispatch, and scheduling, leading to delayed responses, SLA violations, and inefficient use of technician time. Dispatchers and service managers lack automated tools to route work based on skills and availability, resulting in orphan tickets, unbalanced workloads, and reactive rather than proactive service management.
Solution
Rocketship modernizes the ticket lifecycle within Autotask and ConnectWise Manage by automating intelligent assignment, optimized scheduling, on-demand escalations, and SLA-driven work queuing. The platform instantly triages incoming tickets using SmartTag, dispatches them based on technician skills and availability via SmartDispatch, and schedules appointments including travel time with SmartMeetings. It also transforms workload management through SmartWorkQ, which prioritizes work based on SLA requirements. This helps MSPs keep SLAs on track, reduce manual ticket editing, and improve handoff notes between team members.
Target Audience
Primary customers are Managed Service Providers (MSPs) and IT service organizations that use Autotask or ConnectWise Manage as their Professional Services Automation (PSA) platform and need to streamline help desk operations, improve SLA compliance, and optimize technician dispatching.
Features
- SmartTag for instant ticket triaging to eliminate wait time
- SmartDispatch for automated ticket assignment based on technician skills and availability
- SmartMeetings for effortless appointment scheduling, including travel time for onsite visits
- SmartWorkQ for SLA-driven workload optimization and prioritization
- Tiered escalation policies to prevent SLA violations
- Webhook automation for custom integrations and workflows
- Technician and Service Manager dashboards for real-time visibility
- Round Robin, Least Tickets, and First Available assignment algorithms
- Integration with Autotask and ConnectWise Manage, including ticket screen widgets and dashboard widgets
- One-click dispatch combining ticket routing and scheduling