Auto-dispatch profiles

Auto-dispatch profiles control how Thread routes eligible tickets to your technicians. Each profile targets one or more PSA boards and picks a dispatch mode: Next thread (technicians request threads when they’re ready) or Auto-assign (Thread pushes threads to available technicians automatically). Use this page to pick the right mode and configure a profile.

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Prerequisites

• You have Team Admin access to the Thread admin panel.
• Your PSA integration is connected and boards are synced.
• Statuses are mapped in Thread. See Status mapping.

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Choose a dispatch mode

Under Auto dispatch mode, pick a mode at the top of the editor:

• Next thread (pull) — Threads stay in your dispatch statuses until a technician requests the next one. Best for teams that already run a “grab the next ticket” workflow and want scoring to decide what comes up next.
• Auto-assign (push) — Thread assigns eligible threads to available technicians automatically based on their active workload. Best for teams that want tickets pushed to techs the moment they have capacity.

You can switch a saved profile between modes. Thread keeps each mode’s configuration on the profile, so switching back later restores your previous settings.

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Configure Next thread

Next thread uses Thread scoring to decide which thread a technician gets next. Each factor carries an Importance weight that runs from Not used through Low, Medium, High, Very high, and Highest. Company type, contact type, agreement type, and source each let you pick the specific values that should score higher. Only factors above Not used affect ordering. Use the Test run panel to preview how the current scoring would order live tickets — pick a team (when the profile has more than one) and Thread ranks that team’s live tickets, highest score first, with a per-factor score breakdown on each row.

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Configure Auto-assign

Auto-assign replaces scoring with workload and fallback settings. Test run is still available and previews the order technicians would receive tickets instead of the order tickets would be picked up.

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Flows conflict banner

If any of your Flows assign tickets to specific members, Auto-assign can override those assignments. Thread shows a dismissible banner at the top of the editor when you enter Auto-assign mode:

Auto-assign may conflict with Flows that assign members.

Review member-assigning Flows and disable or scope them before turning on Auto-assign in production. Dismissing the banner only hides it for the current edit — it returns the next time you open a push profile.

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Exclude techs

In Dispatch scope, add technicians who should never receive auto-assigned threads from this profile — for example, team leads, on-call staff who dispatch manually, or techs on temporary leave. Excluded techs apply across every board on the profile, and Thread flags any excluded tech who isn’t on the selected teams so you can spot a stale entry.

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Technician assignment

Set the workload limit and the statuses Thread uses to measure it:

• Max active threads — A tech is at capacity once their active threads reach this number, and Thread skips them for the next dispatch. Choose No limit or a preset (1–10, then 15, 20, 25, 30, 40, 50, 60, 70, or 80).
• Active statuses (per board) — Threads assigned to a tech that sit in one of the board’s dispatch statuses already count toward the max; these are locked in the picker. Use this field to add more statuses that should also count. Pick at least one status beyond the dispatch statuses per board.

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Action when no tech is eligible

Choose what Thread does when no technician can take a thread:

• Retry assignment — Thread retries every minute, prioritizing threads by highest priority and oldest first, until someone becomes eligible. No status change is made.
• Apply a status change — Thread moves the thread to a fallback status you set per board, so it lands somewhere visible instead of waiting. This is the default. When you pick this option, a fallback-status picker appears for each board.

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Test run

Open Test run to preview which technician would receive the next auto-assigned thread using your current (unsaved) configuration. Auto-assign pools every dispatch team on the profile, so the preview covers all techs across the profile — there’s no team selector. Results split into two sections:

• Eligible for dispatch — Available techs who are under their max threads, ranked least-busy first. Each row shows the tech’s rank, avatar, availability, teams (with a per-team availability dot), and current workload (for example, “Working 3 threads”).
• Not eligible for dispatch — Techs who can’t receive a thread right now. Techs at their max threads appear in a separate bucket at the bottom.

Run a test again after you change scoring inputs, exclusions, statuses, or max threads — the panel flags the previous result as stale until you re-run.

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Save the profile

Click Save. Thread validates the configuration and enables the profile. Save is blocked when:

• Auto-assign is selected but not enabled for your workspace.
• Any board is missing an active status (or a fallback status, when the no-tech action is Apply a status change).
• An active or fallback status overlaps with the board’s dispatch statuses.

Use the enable/disable toggle in the editor header (or the profile list) to turn a profile on or off at any time without losing its configuration.