Dispatch Ticket to Technician
This action enables Neo to automatically dispatch tickets to the most suitable technician based on their expertise, workload, and availability. Neo evaluates technician expertises, ticket history, and current assignments to ensure efficient and timely ticket handling.
How it Works?
Select a list of technicians that can Neo choose from.
Neo reviews incoming tickets and choose the most suitable technician based on their previous experience and current workload.
Neo assigns the ticket owner, creates a scheduled entry for the technician and updates the ticket status after dispatching.
Benefits
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Optimal Resource AllocationEnsures the right technician is assigned, optimizing response times and service quality.
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Balanced WorkloadHelps distribute tickets evenly, preventing technician overload.
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Increased ProductivityReduces manual work and speeds up ticket assignment, allowing technicians to focus on resolution.
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Ensure Ticket AssignmentAlways have a technician in each ticket.
FAQs
You can customize Neo’s decision-making logic to refine ticket assignment criteria. For example, in plain english you can say “For company Acme Corp. always pick John Doe because he knows how to handle this client”.
Neo maintains a comprehensive audit log of all ticket dispatches. You can view assigned technicians, ticket details, and timestamps, ensuring transparency.
Neo has access to your PSA calendar, therefore, you can set specific calendars to each technician where Neo will gather the information from. For example, John works from 6 am – 4pm, Neo will know and only consider John available to pick any ticket at that time.
You can easily create a schedule entry in the technician dispatch portal saying “Out Sick” that lasts for the day and Neo will understand and won’t consider him available to pick a ticket.
Yes, Neo can plan and create scheduled entries based on technician availability and ticket urgency, ensuring the ticket is handled within the optimal time frame. For example, Neo will try to find the next available time slot on the technician’s calendar to schedule the ticket.
