Magic LibraryThe course
Work these in order — each ends with a link to the next. Twenty minutes gets you dispatching from a clean, correctly-prioritized board.1
Why dispatch is different in Thread
The Triage Agent pre-scopes intake, the board is real-time, and you orchestrate from there. Start here →
2
Read the board
Views, display modes, Beast Mode, and the triage queue you dispatch from. Read →
3
Assign and schedule
Availability, auto-dispatch profiles, Planner swimlanes, and XLA timers. Read →
4
AI for dispatch
Tune the Triage Agent, drive triage with Super Magic, and report on the board. Read →
Your starter kit
The Skill Library has dozens of triage and dispatch skills. Start with these — then press⌘K and search for any task (“route this”, “who’s free”, “duplicate”) to find the rest.
Ticket Triage
Classify, gauge severity, catch duplicates, and route to the right board.
Queue-Scoring Triage
Always know which ticket to work — or dispatch — next.
Smart Dispatch
Classify, consult a routing matrix, then assign and schedule in one pass.
Dispatch Control Tower
The whole board at a glance — load, risk, and what needs a decision now.
Workload-Balancing Assignment
Assign to the lightest-loaded tech who has the right skills.
Duplicate Hunter
Catch tickets that duplicate an open one, and merge on an exact match.
Browse all Dispatcher skills
Every Super Magic skill tagged for the Dispatcher role — triage, routing, dedup, priority, and queue hygiene.
Your ritual
Dispatcher morning ritual
Open the day with a clean, correctly-prioritized, well-routed board — overnight arrivals triaged, XLAs checked, and work matched to who’s available.
Your first 30 days: the adoption ramp
Thread gets smarter the more your desk uses it. Every ticket the Triage Agent scopes and every route you confirm sharpens the next pass — so a well-run board compounds into a board that increasingly runs itself.
Pro tips & FAQ
Dispatch moves experienced dispatchers swear by
Dispatch moves experienced dispatchers swear by
- Beast Mode shortcuts move you through the board:
⌘K/⌘Jnext/previous conversation,⌘Atoggle Active/Done (full list in the account menu). - Dispatch from Planner — drag a thread out of the Triage swimlane into a member’s lane to assign, then into a day space to schedule it.
- Scan the XLA stepper on every at-risk ticket; hover it to see which XLA profile is driving the deadline.
- Toggle yourself Offline for dispatch when you step into a meeting so push auto-dispatch skips you.
- Let Super Magic dedup a suspected repeat before you route it — merging is cleaner than two techs on the same fire.
A thread reached me un-triaged — why didn't the Triage Agent scope it?
A thread reached me un-triaged — why didn't the Triage Agent scope it?
The agent only acts on the clients, sources, boards, and contacts it’s scoped to, and it skips senders caught by request blocking (out-of-office replies, alert noise, no-reply mailers). If a whole board’s threads are arriving raw, check the agent’s client access in Triage Agent settings. See the setup guide.
I don't see the Available for dispatch toggle
I don't see the Available for dispatch toggle
That toggle only appears when your workspace has push auto-dispatch enabled. Workspaces on pull-only auto-dispatch use the “Get next thread” button instead. See Set your availability for auto-dispatch.
Auto-assign is overriding my Flows
Auto-assign is overriding my Flows
Auto-assign can override any Flow that assigns tickets to specific members. Review and scope those Flows before turning on Auto-assign in production — Thread warns you with a banner when you enter Auto-assign mode. See Auto-dispatch profiles.
Does Auto-assign consider shift schedules (e.g. nightshift vs dayshift)?
Does Auto-assign consider shift schedules (e.g. nightshift vs dayshift)?
No. Auto-assign only looks at whether a tech is set as Available for dispatch and whether they have work capacity (based on their currently assigned tickets against the profile’s Max threads limit). It doesn’t read shift schedules. If someone shouldn’t receive work outside their shift, have them toggle themselves Offline for dispatch — or flip it for them from Team Home. See Set your availability for auto-dispatch.
Who do I ask when I'm stuck?
Who do I ask when I'm stuck?
Your team’s Thread admin first, then these docs. Your company’s Thread Customer Success Manager is also working with your admins throughout onboarding.