Read the board

Everything you dispatch flows through Views — filtered, real-time slices of the board. A tech lives in one or two Views; a dispatcher lives across all of them. This lesson gets you reading the whole board fast, so you can see what’s arriving, what’s aging, and what’s at risk without clicking through ticket by ticket.

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Views are the board

Views group threads with filters and update in real time. Teams build them around their structure — a pod per client, T1/T2/T3 tiers, chat-only squads, or a single triage queue. As a dispatcher your most important View is usually a triage View: the front door where un-owned, newly-arrived work waits to be routed. A useful set of dispatcher Views to build (or ask an admin to build): Only admins (or a View’s creator) can build and edit shared Views; you can layer your own personal sub-filters onto any View to slice it further — and sub-filters are visible only to you.

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Two display modes — pick the dispatcher’s one

Every View can render two ways, and you switch with the Display button in the top-right of any View:

• Inbox mode — a familiar conversation-first layout, ideal for a tech switching fast between threads they own.
• List mode — a structured, scannable table of threads. This is the dispatcher’s mode. It’s built for people managing many threads at once: sort by priority or age, scan owners and statuses down a column, and spot the outliers in a glance.

From the same Display control you also set the thread state — All, Active (not in a done state), or Done — and your sort order. For triage, run List mode, Active only, sorted by priority or age.

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Insights — the board as a chart

Open Insights (the graph icon, top-right of a View) to see that View’s threads broken down by status, priority, or owner. It’s the fastest way to answer “how is load actually distributed right now?” — click a segment to drill into those threads, click again to zoom out. Use it to catch a tech carrying a lopsided share of the priority-1 work before it becomes a fire.

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Beast Mode — move without the mouse

The board moves fast, so keep your hands on the keys. Beast Mode shortcuts let you fly through the queue:

• ⌘K / ⌘J — jump to the next / previous conversation.
• ⌘A — toggle between Active and Done.
• Ctrl+N — start a new thread; ⌘⇧L — open Link Threads; ⌘R — refresh.

The full keyboard-shortcut reference lives in the account menu under Beast Mode Shortcuts. Learning even the first two turns “where’s my ticket?” into a two-keystroke answer.

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Next

You can read the whole board at a glance. Now put work on the right desks — and keep it there.