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Automated dispatching is only available for customers with an Enterprise plan.
About automated dispatching
One of the decisions admins can take is in which way the system should handle incoming tickets. Dispatchers could for example take care of tickets manually, which means they decide what to do with incoming tickets. But, there also is the option to automatically add tickets to the Timeline, which we call automated dispatching. You can for example decide if you want to let the system auto-dispatch tickets on an individual dispatch group basis. Auto-dispatch can be enabled/disabled dynamically anytime inside Work place per dispatch group if you have an active Enterprise subscription.
- One has to activate the auto-dispatch feature for a particular group inside the Admin panel first.
- Auto-dispatch can then be enabled/disabled per dispatch group inside the Ticket Pool.
- You can decide if you want to enable or disable auto-dispatch by switching the Auto-Dispatch toggle inside the Ticket Pool on a per-dispatch group basis.
- If you enable the Auto-Dispatch toggle for a group, you will see the effects of this setting from the next day on (from 00:00 AM onwards) and tickets will be dispatched automatically for the next 7 days.
- Tickets will move automatically from the Ticket Pool to the Timeline.
Autodispatch configuration
Automated Dispatching is by default disabled, therefore you first need to activate the feature.
You can enable the Auto-dispatch feature as follows:
- Inside the Admin panel go to Dispatch -> Dispatch Groups.
- From the list, select the group for which you want to make the autodispatch option available.
- Inside the Basic tab turn on the Autodispatch toggle.
- Inside the Ticket Pool in Work place select your dispatch group inside the Dispatch tab.
- Turn on the Autodispatch toggle here as well.
Just turning on the option inside the Admin panel will not be enough for the feature to take effect. - From the next day on (starting from 00:00 AM), tickets will be automatically dispatched to Timeline for the next 7 days.
Automated dispatching explained
This feature is practical if you want to automatize processes in your company and if you want to rely on zero-touch automation for specific dispatch groups.
If Automated dispatching is activated tickets that enter the system are dispatched to engineers automatically for a particular selected Dispatch group. The Dispatch tab displays a notification about that automated dispatching is active for a certain dispatch group inside the Ticket Pool and the Timeline. It as well displays that it is active with an icon inside the group selector in the Timeline. Dispatchers, when this feature is activated for a dispatch group, don’t need to schedule tickets manually for this group anymore. Editing details, however, is still possible, as well as scheduling manually (if still required for some reasons). Depending on the optimization profile, tickets will be scheduled in a smart order by the automated dispatching feature.
Manual dispatching explained
If Automated dispatching is deactivated or no Business/Enterprise plan is activated tickets will need to be dispatched via user-interaction. You can either drag & drop tickets manually from the Ticket Pool to the Timeline and then use the Scheduling Assistant to schedule tickets.
Summary
| Setting | Effect |
|---|---|
| Fully-automated dispatching toggle activated | Optimizer takes tickets automatically from the Dispatch tab and auto-adds them to the Timeline with no further user-interaction. Using the Optimizer manually inside the Work place is no longer possible. |
| Fully-automated dispatching toggle deactivated | Dispatchers are required to dispatch tickets manually. You can also run the optimizer in the Work place at any time if you wish. |
Just-in-time publishing
This Feature is practical if you want to inform your engineers automatically about new tickets.
It is therefore best suited for everybody.
If Just-in-time publishing is activated tickets that are on the Timeline will be automatically pushed to the engineer’s mobile app. In this scenario, engineers are immediately aware of the ticket and the dispatcher saves a step in the ticket’s progress. The Just-in-time publishing toggle works great in combination with Automated Dispatching and is a big time-saver for Enterprise subscribers.