Dispatch that writes down why.
Someone has to read every ticket and pick a tech.
The reason lives in the dispatcher's head.
What if every assignment came with its reason?
What would that fix for you?
Waiting
A ticket can reach a tech without a dispatcher.
It follows your pods, skills, tiers and load.
Knowing why
Open History on the ticket.
The row names the step, pod, load and candidates.
Time off
The rules do not depend on one person.
A client can have one dedicated tech.
Step by step
How it works
- 1
A client with a dedicated tech sends tickets to that tech first.
- 2
Otherwise the pod's lowest tier is checked for a skill match.
- 3
Then the least busy free tech in that tier gets it.
- 4
If nobody fits, the next tier up is tried.
- 5
Then a specialty pod is tried on a skill match.
- 6
If nobody fits, the ticket waits, flagged Needs Attention.
What's different
The reason is written in the ticket, in plain words.
The same assignment traces back to a setting or rule.
A manual reassignment writes its own record naming the person.
What stays in your hands
- Dispatch ships off, and it needs setup.
- Pods need members, skills and tiers first.
- Turn Elise Dispatch Mode on, or use Preview to test.
- Tickets made from the admin screen go to their creator.
Read more in the help center
- How to see who a ticket goes to and why
- How to set up pods and staff so dispatch works
- How to run your Monday morning dispatch
- How to set calendar sync, quick-fix handling, dispatch tuning and holidays
- Why did the system do that on one ticket?
- How SLA works from the tech's seat
- How to work your ticket list: My Tickets, boards, filters and saved views
Questions, answered.
How do I route tickets to the right tech automatically?
Put techs in pods with skills.
Turn dispatch on.
Tickets go to a matching tech, with the reason in History.
Can I assign a client to one dedicated tech?
Yes.
Set Default Ticket Assignee on the client.
Their tickets go to that person ahead of the pods.
Why was this ticket assigned to that tech?
Open History on the ticket.
The row names what acted.
Expand it to see the step, pod, load and candidates.
Does dispatch work with no setup?
No.
It ships off.
Set up pods, skills and tiers, then turn it on.