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This is a Triggered workflow that runs when tickets become unassigned or are created without an owner.
Prefer technicians to pull their own work on demand instead of Neo pushing it? See Self-serve ticket dispatch. They ask Neo for their next ticket in Teams.

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How it works

  • Triggered when tickets match your unassigned criteria
  • Evaluates technician workload, skills, and availability
  • Adds an internal note and assigns the ticket

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Setup

Test with a subset before enabling broadly.
1

Create the workflow

Name it “Assign Technician - Basic” and set the type to Triggered.
2

Configure filters

Filter for unassigned tickets using your PSA conditions.
3

Add Dispatch Ticket

Select a technician pool. Enable checks for calendar, workload, and skills. Use workload threshold ~3.
4

Add Ticket Note and Assign Ticket

Document the automatic decision and complete the assignment.

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Variations

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Board-specific assignment

Configure different technician pools and criteria per board (Help Desk, Infrastructure, Projects).

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Priority-based rules

Use stricter balancing and senior pools for urgent tickets.

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Time-based rules

Use business-hours vs after-hours pools and thresholds.