Dispatcher and scheduler
Spread open tickets across technicians on the Dispatcher board, and create recurring tickets automatically with the Scheduler.
Two tools in the Support menu help you plan the work: the Dispatcher shows who is working on what, and the Scheduler creates recurring tickets for you. A team permission decides who sees each of them.
Dispatcher
Open Support → Dispatcher. It is a board of open tickets with a lane per technician and a lane for unassigned tickets. Each card shows the ticket number, title, status, priority, customer and SLA chip. Drag a card to another technician's lane to reassign the ticket.
- You see one board per team you belong to, plus Other tickets for the rest. If you are in no team, you see one board for all staff.
- Hidden or disabled technicians are not shown.
- When the working-time module is on, the board shows who is on call now.
- Drag lanes to reorder them, or collapse them. Your layout is saved for you and resets when the set of technicians changes.
Scheduler
The Scheduler creates recurring tickets: you define a ticket once and it is created automatically on a schedule. Open Support → Scheduler.
Describe the ticket
In the Ticket step, fill in the title, description, priority, company, contact, team, assignee and product. Add a Checklist From the library, Extra items, or both.
Name the schedule
In the Schedule step, enter a Schedule name.
Choose how often
Set Frequency to Daily, Weekly, Monthly, Quarterly, Yearly or Custom (every X…) in days, weeks, months or years. For weekly schedules, pick the On days.
Choose when
Set the First run date and the Time of day (Early morning (default) unless you change it).
Status, SLA and attachments cannot be set in advance. If the first run date is in the past, it moves forward, and missed runs are not created afterwards. Tickets are created in the workspace's time zone, inactive companies are skipped, and the usual notifications and automation rules fire as for any new ticket.
The overview groups schedules by team (All teams / No team) and shows the Next run and Last run. Run now (test) creates a ticket straight away without using up the schedule.