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Dispatch reads three company rules on a technician. Each company in the first two lists can carry an optional note:
  • Preferred companies: Neo sends their tickets to this technician first. The technician still takes other tickets.
  • Never assign from: Neo does not send their tickets to this technician, unless the note names an exception.
  • Only these companies: the technician takes tickets from the preferred companies only.
You set them on the Technicians page: open the technician and go to Companies.

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Add a company

1

Pick the company

Under Preferred companies or Never assign from, select Add and pick the company from your PSA. A company can be in one list only.
2

Add a note (optional)

Type a note for dispatch, such as “Only P1 and P2 tickets” or “Except P1 outages”. The note saves when you leave the field. Dispatch reads it with the company.
A technician can have up to 30 companies.

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Limit a technician to their companies

Turn on Only these companies. You need at least one preferred company first.
  • In a Dispatch Ticket action, Neo removes the technician from the pool for a ticket from any other company, before it decides. A ticket with no company goes to other technicians.
  • If every technician in the pool is limited to other companies, the ticket stays unassigned and Neo sends a message to your inbox.
  • An agent that uses Get Technician Context gets a warning from Verify Dispatch Decision when it picks the technician for another company.
A note cannot add an exception to Only these companies. Turn it off if the technician takes some other tickets, and write the rule in a note.

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How dispatch uses the lists

Dispatch shows each technician’s companies and notes next to their name, on Dispatch Ticket actions and on agents that use Get Technician Context. It shows them when the Profile setting of the Dispatch Ticket action is off too. Neo reads the preferred and never-assign lists as rules, together with the notes. A Dispatch Ticket action that uses round robin reads no notes. It skips a technician who never takes the ticket’s company, and it tries the technicians who prefer that company first. If a rule is in both a list and the technician’s custom instructions, keep it in one place, so dispatch reads one rule.

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Ask Neo to set it up

The Neo Support Agent can set the companies for you, for example: “Make Harbor Dental Group a preferred company for Alex, only for P1 and P2 tickets.” It can also move company rules from a technician’s custom instructions into the lists. By default it asks for approval before each change. Companies are also in the public API: PATCH /public-api/technicians/<id> per technician, and GET /public-api/technicians/companies and PUT /public-api/technicians/companies/<psa_company_id> per company.