Dispatcher - Thread Docs

Tagged for this role. New here? See the Dispatcher guide for the features and rituals that go with these skills.

After-Hours Coverage Handoff

Build the end-of-business handoff to on-call or after-hours coverage — open urgent work, expected client callbacks, and site notes the night crew needs.

After-Hours Voicemail Digest

Build a morning digest of overnight voicemails and after-hours calls — urgent items first, callbacks owed with deadlines, and which tickets were created.

Alert Storm Merge

Collapse a burst of identical alert tickets fired within a few hours into the earliest ticket as parent, so a flapping monitor does not flood the queue.

Alert Title Normalization

Classify a monitoring or security alert ticket and rewrite its title into the desk's standard format using a controlled vocabulary, with an internal note.

Appointment No-Show Follow-Up

A client missed a scheduled appointment: log the no-show on the ticket, draft a courteous rebooking email, and apply the repeat-no-show policy on miss #3.

Auto Priority Classification

Set a ticket's priority from its title and description against the partner's own priority definitions — built for alert boards and intake flows.

Autotask Contract Categories

Read Autotask contract type at triage (recurring, block, retainer, T&M, fixed) to label covered vs billable and add burn-down notes on hourly deals.

Autotask Queue Management

Autotask queue model: queues are work pools, not workflow containers — route by moving tickets between queues with correct ownership semantics.

Autotask Service Call Scheduling

Autotask Service Calls: know when work is a scheduled visit object vs a plain ticket, and follow dispatch scheduling conventions so calendars stay right.

Board Routing Rules Engine

Route catch-all tickets to the right board (NOC, procurement, security, help desk) by walking a prioritized keyword-and-signal rule list to a result.

Calendar-Aware Scheduling

Put ticket work on a technician's schedule around their real calendar — check busy periods before proposing a slot, then book it onto the calendar.

Catchall Routing

Identify the correct client and contact for a ticket that landed in a catchall or no-company mailbox, including forwarded mail and vendor alert routing.

Closure Recategorization

At resolution, re-read the thread and correct the ticket's type/subtype/item and category to match the actual work, using only configured board values.

Courtesy Reply Status Revert

When a thanks-only client reply flips a resolved ticket back to open, revert it to the correct status per a fixed per-board map — the only permitted write.

Cross-Client Outage Detector

Spot the same symptom appearing across multiple clients within a short window, flag a possible vendor or major incident, and propose a parent incident ticket.

CW Agreement-Aware Triage

ConnectWise Manage triage: read the client's CW agreement type at intake and route or label the work as covered vs billable before anyone touches it.

CW Service Board Conventions

ConnectWise Manage multi-board desks: pick which board work belongs on and execute cross-board moves without losing status, classification, or history.

Dead-Air Call Filter

Detect and close voice sessions that were dead air, instant hangups, or robocalls so they don't pollute the queue — human speech means it isn't dead air.

Default Contact Autofill

When a ticket arrives with no contact, look up the company's documented default contact, confirm with a search, and assign under a confidence gate.

Dispatch & Workload

Give a dispatcher the full queue picture: unassigned tickets by priority and age, open work per tech, lightest-load proposals, and a daily audit.

Dispatch Control Tower

The dispatcher's live picture in one view — unassigned queue, at-risk tickets, today's scheduled work, and which technicians are free to pick up right now.

Dispatcher Intake

Attended chat intake for dispatchers: describe the issue and get back a ticket with board, type, priority, summary, and first-touch note attached.

Dispatcher Morning Ritual

A dispatcher's board-open runbook: morning dispatch report, clear unassigned via workload balancing, SLA-risk check, and yesterday's assignment audit.

Duplicate Hunter

Check whether a ticket duplicates an existing open ticket for the same client, contact or asset, and symptom — and merge only on an exact reference match.

Escalation Risk Radar

Scan open tickets for the early signs of a blow-up — negative sentiment, an SLA deadline closing in, and threads that have gone quiet — score and rank them, so a senior tech can step in before a client escalates.

Field Visit Scheduler

Schedule an onsite visit and make the trip count: sweep other open onsite-worthy tickets at the same site, group travel, book, confirm the client.

Halo Agent Teams

HaloPSA team and section routing: team selects the pool, agent selects the person, and unassigned-within-team is a legitimate state — not an error.

Halo SLA and Priorities

HaloPSA SLA and priority interplay: priority sets response and fix targets within the client's SLA, and configured hold statuses pause the clock.

Intake Classification Tree

Walk a new ticket through the Incident, Request, or Problem decision tree and recommend a matching type, subtype, and item for consistent classification.

ISP Outage Tracking

Manage a circuit outage while the carrier owns the fix — capture the carrier ticket reference, run the escalation clock, and keep the client informed.

Kaseya BMS Workflow

Kaseya BMS-synced desks: navigate the status/queue/location model, respect the service-desk vs projects split, and audit Thread ↔ BMS drift regularly.

Merge Duplicate Tickets

Find duplicate tickets — a client who wrote in twice, a re-forwarded alert, the same issue split across threads — confirm they're really the same, and merge them into one so the desk works a single thread.

Messenger Deployment Audit

Report which clients use Messenger versus which are entitled — deployed and active vs. silent — surfacing adoption gaps worth a rollout conversation.

Messenger Outage Banner

Draft, update, and retire the Messenger client-facing incident banner with factual wording, no cause speculation, and hard expiry for stale text.

Monitoring Companion Merge

Merge companion tickets that multiple monitoring tools opened for the same event on one device, folding them into a single parent within a time buffer.

Morning Briefing

A start-of-day briefing across your tiered support boards — every open human ticket grouped and flagged (unassigned, aging, SLA risk), with the alert/automation noise filtered out, a quick-stats table per board, and the day's key follow-up actions, all in one scannable report.

Morning Dispatch Report

The dispatcher's start-of-day briefing: overnight arrivals, P1/P2 status, unassigned aging, today's scheduled work, and a top-10 priority work list.

Morning Huddle Builder

Build the daily standup or morning huddle message — yesterday's P1s, overnight items, today's SLA risks, and shout-outs — ready to read out or paste.

Multi-Issue Ticket Splitter

Detect when one ticket bundles two or more distinct problems and split it into cross-linked sibling tickets, one purpose each, with tech confirmation.

New Ticket First Touch

One-pass first touch on a new ticket: classify it, check duplicates, pull similar resolved tickets, and draft an acknowledgment for the tech to review.

NinjaOne Alert Types

Classify NinjaOne condition and threshold alerts (offline, resource, service, patch, hardware, security) and route each class with a deep-link handoff.

Noise Auto-Close

Close pure-noise tickets — bounce-backs, vendor auto-replies, thanks-only messages, reconnected offline alerts — behind independent stop conditions.

Notion Intake Forms

Build a Notion form view for structured requests (new hires, access, project intake) and convert submitted rows into tickets without another vendor.

Pod-Based Dispatch

Route a ticket to the least-loaded technician in the client's assigned service pod: read the pod from company record, load-balance, assign, and note it.

Priority Downgrade Guard

On a priority change, if AI triage lowered a priority a human or client explicitly set higher, restore the higher priority — deterministic, restore only.

Queue Scoring Triage

Produce a ranked triage order for the queue using two-layer scoring — a per-queue baseline plus per-ticket modifiers — so techs work the right ticket next.

RE/FW Reopen Detection

When a new ticket subject starts with RE: or FW: on a recently closed subject, find the closed parent and flag it as a reopen instead of working new.

Reassign Contact Submitted On Behalf Of

Catch tickets one person opened for a colleague ("submitting this on behalf of Jane") and move the ticket's contact to the person the request is actually for — so it's attributed, notified, and reported against the right end user.

Reschedule Request Handling

A client asks to move an appointment: find the schedule entry or booking, propose new slots that actually work, update it, and confirm to the client.

Round-Robin Assignment

Distribute incoming tickets fairly across a named technician roster in rotation, honoring exclusion rules — runnable unattended inside a Flow.

Route, Assign and Document

Take a ticket off the intake board end to end: send it to the right queue, assign the best-suited available technician, explain both choices with supporting docs, and log the time.

Scheduling Intent Detector

Find "can we get on a call / book a time" requests hiding in recent tickets and route them to scheduling — skipping tickets where a tech has already engaged.

Security Alert Response

Work an inbound security alert ticket: extract the facts, route to the right client, tier severity, and contain or close with documented reasoning.

Skill-Based Routing

Route a ticket to the technician with demonstrated expertise — who resolved similar issues for this client or this stack — not just whoever is free.

Smart Dispatch

Composite dispatcher skill: classify a new ticket, consult a routing matrix of tech specialties and client familiarity, then assign and schedule.

SOC Classification Tree

Classify a security ticket down the Incident, Request, and Problem tree and set type, subtype, and item consistently for reporting and routing.

Spam Sender Triage

Close tickets from known-spam senders and patterns after verifying a human did not forward the message in for investigation or phishing analysis.

Sweep Honesty

Base skill defining how a skill reports on a search or bulk sweep — result caps, what it could not see, and never presenting a partial pass as a complete one.

Technician Availability Check

Answer who is the next available technician by combining today's schedules, priority-weighted open load, and shift or PTO context into a ranked answer.

Ticket Intake & Formatting

Build a clean ticket title and description from a raw report, voicemail, email, form submission, or rough technician notes, following the house intake standard.

Ticket Triage

Classify a new or unassigned ticket, gauge severity, catch duplicates, and route it to the right board, status, and priority for the queue.

Tier Dispatcher

Dispatch a new ticket by support tier: classify T1/T2/senior, check that tier's technicians against today's schedule, then assign and book the work around the customer's deadline.

TimeZest Booking

Create a TimeZest scheduling request from a ticket — pick the right appointment type and resource, and drop the self-service booking link into the client reply.

Triage Agent Tuning

Tune Triage Agent custom rules from observed misses — wrong boards, wrong priorities, tickets it should have left alone — plus bypass-word usage analysis.

View Builder

Create or duplicate an inbox view from a plain-English spec — "open P1s", "the dispatch view filtered to a client" — saved filters and view variants.

VIP Priority Handling

Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire notify rules without letting VIP status skew triage.

Voice Call QA Review

Review AI-handled voice calls against a rubric — caller identified, issue captured, commitments accurate, clean handoff — with transcript evidence cited.

Voice Catchall Identification

Identify the client and contact behind an unknown caller on a voice ticket with only a phone number, using number, name, and company clues from transcript.

Voicemail to Ticket

Convert a voicemail transcription into a ticket with a callback commitment — urgency read from what the caller actually said, not from tone guesses.

Workload-Balancing Assignment

Assign a ticket to the tech with the best availability score — base capacity minus open tickets minus scheduled blocks — with math shown, runs in Flows.

Zapier Outlook Calendar Booking

Book remote sessions and onsite visits on the tech's Outlook calendar — Create Event with Teams link, attendees, ticket reference, mirrored in Thread.

Zapier PagerDuty On-Call

Page the on-call engineer for a P1 via PagerDuty, tell the requester who was paged, and mirror the ack/resolve loop back to the ticket.

Zapier Slack Escalation Ping

Ping the right engineer in Slack — DM or channel — with a one-line brief and ticket link when a ticket needs eyes now, with anti-nag dedupe.

Zapier Teams Ticket Notifications

Post ticket updates and escalations into Microsoft Teams channels — client shared channels, internal escalations channel, or per-board feeds.