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The Ticket Dispatch (Suggest Technician) action intelligently recommends which technician should handle a ticket. It considers factors like availability, skills, current workloads, and customer relationships to make the best suggestion.
Stop playing ticket assignment roulette! This action takes the guesswork out of dispatching by automatically finding the best technician for each ticket. It saves managers time, balances workloads fairly, and ensures tickets go to people who actually know how to solve them.
This action can suggest a technician, but you’ll need to add the Assign Ticket to Technician action afterward to actually make the assignment in your PSA.

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Quick start

1

Choose your trigger

Add to workflows triggered by “Ticket Created” or when tickets move between boards/statuses.
2

Select your technician pool

Pick which technicians should be considered for assignments.
3

Enable smart features

Turn on calendar checking and workload balancing (both are on by default).
4

Add assignment action

Follow this action with “Assign Ticket to Technician” to actually make the assignment.

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How it works

This action uses intelligent analysis to recommend the best technician:
  1. Analyzes ticket requirements - Reviews ticket content, priority, and complexity
  2. Checks technician availability - Considers calendars, working hours, and current status
  3. Evaluates expertise - Matches technicians to similar past tickets and skill areas
  4. Balances workload - Considers current ticket assignments and capacity
  5. Maintains relationships - Prefers technicians who have worked with the customer before

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Setup

Technician pool: Select which technicians should be considered for ticket assignments. Smart features: Enable calendar checking, workload balancing, and expertise matching. Custom instructions: Provide specific guidance for your team’s needs and preferences. Scheduling options: Enable automatic calendar booking to reserve time for assigned work. Round Robin mode (optional): Use fair rotation instead of AI optimization for equal distribution.

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Writing effective custom instructions

Custom instructions help Neo make better dispatch decisions, but they need to be clear and specific. Here’s how to write instructions that work:
Key principles for good custom instructions:
  • Always use full names (first and last) for technicians
  • Write dates in full format (e.g., “2nd October 2025” instead of “02/10/25”)
  • Be specific about clients, ticket types, or conditions that trigger the rule
  • Identify exact technicians, skill tags, or team names for routing

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Examples: Good vs. Bad

❌ Bad🤔 Why It’s Problematic✅ Better Approach
”Jordan is off 02/10/25-11/10/25”Ambiguous date format (US vs. UK) and missing last name make it hard for Neo to identify the right person”Jordan Kim is on PTO from 2nd October 2025 to 11th October 2025 — exclude from assignment suggestions during that period"
"Send security issues to Priya”Too vague—which clients? What severity level? No context for when this applies”Critical network outages for Apex Fabrication must go to Priya Shah or Mateo Alvarez"
"Don’t assign waiting tickets”Unclear what “waiting” means—could be a status, board, or custom field”When calculating workload, ignore tickets in the ‘Waiting on Customer’ status so team members are not penalized for stalled work”

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What you get

After running, you’ll have technician recommendations with detailed reasoning, availability analysis, and workload considerations ready to apply with assignment actions.

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Common use cases

Automatically route new tickets to the best available technician based on skills, availability, and workload balance.
Maintain customer relationships by preferring technicians who have previously worked with specific clients.
Distribute tickets fairly across your team while still considering expertise and availability.
Use simple, fairness-first rotation to spread work evenly across your team, regardless of workload optimization.

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Best practices

Begin with basic availability and workload checking enabled. Add more sophisticated rules later once you see how it works.
Calendar integration ensures Neo considers technician availability and working hours when making suggestions.
Add specific guidance like “Prefer Sarah for network issues” or “Critical tickets go to senior technicians first.”
Turn on automatic calendar booking to not only assign technicians but also reserve time in their calendars.
Use AI optimization for skill matching or Round Robin mode for equal distribution, depending on your priorities.
Check Event History to see dispatch reasoning and adjust settings based on actual assignment effectiveness.

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Example workflows

  1. Trigger: New ticket created
  2. Ticket Dispatch - Suggest best technician based on skills and availability
  3. Assign Ticket to Technician - Apply suggestion and update ticket status
  4. Result: Every new ticket gets optimal technician assignment automatically
  1. Trigger: Ticket priority changed to “High” or “Critical”
  2. Ticket Dispatch - Find senior technician with availability
  3. Assign Ticket to Technician - Assign immediately with calendar booking
  4. Notify Ticket’s Owner - Alert technician about urgent assignment
  5. Result: High-priority tickets get immediate attention from qualified staff
  1. Trigger: New ticket created in specific queue
  2. Ticket Dispatch - Round Robin mode for fair rotation
  3. Assign Ticket to Technician - Apply rotation assignment
  4. Result: Work distributed equally across team members

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Frequently asked questions

Neo calculates workload based on settings you configure under “Consider technician Workload” in dispatch settings:
  • Time period: Choose how many days back Neo should look (e.g., last 7 days)
  • Activity criteria: Select what counts as activity:
    • Ticket last update (any change to the ticket)
    • Last ticket time entry (logged work time)
    • Last ticket note (comments or updates)
Neo counts all open tickets (regardless of status, board, etc.) that had the selected activity within your chosen time period. If you want to filter by specific status, board, or any other field, you can customize this in custom instructions. For example, “When calculating workload, exclude tickets on the ‘Waiting for Customer’ board/status.”
Start with a 7-day lookback period using “Ticket last update” for a balanced view of recent activity.
Neo automatically reads technician working hours from your PSA system. The setup process depends on which PSA you’re using:
  • ConnectWise Manage
  • Autotask
Setup in ConnectWise Manage:
  1. Create different calendar templates for each work schedule (e.g., “7AM-4PM Schedule”, “8:30AM-5PM Schedule”, “9AM-6PM Schedule”)
  2. Assign the appropriate calendar to each technician in their member profile
  3. Neo will automatically use these calendars when checking availability
For your example schedules:
  • Create a “7AM-4PM” calendar and assign it to your 2 help desk technicians
  • Create an “8:30AM-5PM” calendar for your 2 technicians with that schedule
  • Create a “9AM-6PM” calendar for your 1 technician with that schedule
Make sure your technician calendars in ConnectWise are kept up to date. Neo checks these calendars in real-time when making dispatch suggestions.
You can configure Neo to suggest multiple technicians for a single ticket using the “Number of technicians to suggest” setting.To set up multiple technician suggestions:
  1. Open the Configure Message Settings section in your Ticket Dispatch action
  2. Find the Number of technicians to suggest field
  3. Increase this number to however many technicians you want suggested (e.g., 10)
Number of technicians to suggest setting

Configure how many technicians Neo should suggest for each ticket

How multiple technicians are assigned:When you use the “Assign Ticket to Technician” action after getting multiple suggestions, the PSA will assign them differently based on your system:
  • ConnectWise Manage
  • Autotask
  • First technician: Assigned as the ticket Owner (primary resource)
  • Additional technicians: Added as Resources (secondary resources)
This is useful for complex tickets that require multiple skill sets or when you want to ensure coverage across shifts.