Dispatcher
Dispatcher
67 skills for Dispatcher.
67 skills tagged for this role. New here? See the Dispatcher guide for the features and rituals that go with these skills.
After-Hours Coverage Handoff
Build the end-of-business handoff to on-call or after-hours coverage — open urgent work, expected client callbacks, and site notes the night crew needs.
After-Hours Voicemail Digest
Build the morning digest of overnight voicemails and after-hours calls — urgent items first, callbacks owed with deadlines, and which tickets were created. Use for "what came in overnight on the phones" or a scheduled 7am flow.
Alert Storm Merge
Collapse a burst of identical alert tickets fired within a few hours into the earliest ticket as parent, so a flapping monitor does not flood the queue.
Alert Title Normalization
Classify a monitoring or security alert ticket and rewrite its title into the desk's standard format using a controlled vocabulary, posting an internal note with what changed.
Appointment No-Show Follow-Up
A client missed a scheduled appointment — log the no-show on the ticket, draft a courteous rebooking email, and apply the desk's repeat-no-show policy note when it's the third miss.
Auto Priority Classification
Set a ticket's priority from its title and description against the partner's own priority definitions — built for alert boards and intake flows.
Autotask Contract Categories
For desks synced to Autotask — read the client's Autotask contract type (recurring, block hours, retainer, T&M, fixed price) at triage, label covered vs billable, and leave burn-down notes for hour-based contracts.
Autotask Queue Management
For desks synced to Autotask — apply the queue (not board) mental model: queues are work pools, not workflow containers; route and escalate by moving tickets between queues with the right ownership semantics.
Autotask Service Call Scheduling
For desks synced to Autotask — know when work is a Service Call (a scheduled visit/appointment object) versus just a ticket, and follow Autotask scheduling conventions so dispatch calendars stay true.
Board Routing Rules Engine
Route catch-all tickets to the right board (NOC, procurement, security, help desk) by walking a prioritized keyword-and-signal rule list — every ticket gets a decisive destination.
Calendar-Aware Scheduling
Put ticket work on a technician's schedule around their real calendar — check busy periods before proposing a slot, then book it.
Catchall Routing
Identify the correct client and contact for a ticket that landed in a catchall or no-company mailbox — including forwarded mail and vendor alerts — then reassign it or hand back candidates.
Closure Recategorization
When a ticket enters a resolution status, re-read the whole thread and correct its type/subtype/item and category to match what the work actually was — using only values valid on that board. Answers the "fix the classification at close so reporting is right" workflow.
Courtesy Reply Status Revert
When a thanks-only client reply flips a resolved ticket back to a responded/open status, revert it to the correct status per a fixed per-board map — the revert is the only permitted write.
Cross-Client Outage Detector
Spot the same symptom appearing across multiple clients within a short window, flag a possible vendor or major incident, and propose a parent incident ticket.
CW Agreement-Aware Triage
For desks synced to ConnectWise Manage — read the client's CW agreement type at ticket intake and route/label the work as covered vs billable before anyone touches it.
CW Service Board Conventions
For desks synced to ConnectWise Manage running multiple boards — decide which work belongs on which board and execute cross-board moves without losing status, classification, or history.
Dead-Air Call Filter
Detect voice sessions that were dead air, instant hangups, or robocalls and close them so they don't pollute the queue — with a hard rule that any human speech means it is not dead air. Use on voice-sourced tickets with empty or junk transcripts.
Default Contact Autofill
When a ticket comes in with no contact, look up the company's documented default contact, confirm it with a search, and assign it under a confidence gate — so contactless tickets don't stall.
Dispatch & Workload
A dispatcher wants the full queue picture — unassigned tickets by priority and age, open work per technician, lightest-load assignment proposals, and a daily audit of what got assigned where.
Dispatch Control Tower
The dispatcher's live picture in one view — unassigned queue, at-risk tickets, today's scheduled work, and who is free right now.
Dispatcher Intake
Attended chat intake for dispatchers — describe the issue conversationally and get back a properly created ticket: KB/docs/history checked, board/type/priority set, summary written, first-touch note attached.
Dispatcher Morning Ritual
A dispatcher's board-open runbook — morning dispatch report, clear unassigned via workload balancing, SLA-risk check, and yesterday's assignment audit — run when a dispatcher says "open the board", "morning dispatch", or on a scheduled weekday flow.
Duplicate Hunter
Check whether a ticket duplicates an existing open ticket for the same client, contact or asset, and symptom — and merge only on an exact reference match.
Field Visit Scheduler
Schedule an onsite visit and make the trip count — sweep for other open onsite-worthy tickets at the same site, group travel sensibly, book the visit, and draft the client confirmation.
Halo Agent Teams
For desks synced to HaloPSA — route tickets by Halo's team/section model: team selects the pool, agent selects the person, and unassigned-within-team is a legitimate state, not an error.
Halo SLA and Priorities
For desks synced to HaloPSA — read Halo's SLA/priority interplay correctly: priority selects the response and fix targets within the client's SLA, and hold statuses pause the clock.
Intake Classification Tree
Walk a new ticket through the Incident / Request / Problem decision tree and recommend the matching type, subtype, and item so intake classification stays consistent.
ISP Outage Tracking
Manage the lifecycle of a circuit outage in the carrier's hands — capture the carrier ticket reference, run the escalation clock, and keep the client informed on a cadence while waiting on the provider. Use when a site's internet/WAN is down and the ISP owns the fix.
Kaseya BMS Workflow
For desks synced to Kaseya BMS — navigate the BMS status/queue/location model, respect the service-desk vs projects module split, and audit Thread↔BMS drift the same way as the CW/Halo sync audits.
Messenger Deployment Audit
Report which clients actually use Messenger versus which are entitled to it — deployed/active vs. silent — and surface the adoption gaps worth a rollout conversation. Use for "who has Messenger deployed", "which clients never chat", or QBR adoption prep.
Messenger Outage Banner
Draft, update, and retire the Messenger banner clients see during an incident — factual wording without cause speculation, and hard expiry discipline so stale banners don't outlive the outage. Use when an incident needs (or no longer needs) a banner.
Monitoring Companion Merge
Merge companion tickets that multiple monitoring tools opened for the same underlying event on the same device, folding them into one parent within a time buffer.
Morning Dispatch Report
The dispatcher's start-of-day briefing — overnight arrivals, P1/P2 status, unassigned aging, today's scheduled work, and a top-10 priority work list. Runs manually or from an external scheduler.
Morning Huddle Builder
Build the daily standup or morning huddle message — yesterday's P1s, overnight items, today's SLA risks, and shout-outs — ready to read out or paste.
Multi-Issue Ticket Splitter
Detect when one ticket bundles two or more distinct problems and split it into cross-linked sibling tickets, one purpose each — purposes confirmed by the tech, never inferred silently.
New Ticket First Touch
One-pass first touch on a new ticket — classify it, check for duplicates, pull similar resolved tickets, and draft an acknowledgment for the tech to review and send.
NinjaOne Alert Types
A NinjaOne-native condition/threshold alert landed — classify the alert type (offline, resource threshold, service, patch, hardware/health, security), read live device state with the real NinjaOne tools, and route each class to its runbook with a deep-link handoff.
Noise Auto-Close
Close pure-noise tickets — bounce-backs, vendor auto-replies, thanks-only messages, offline alerts whose device already reconnected — behind multiple independent stop conditions; any sign of a real user message or a flapping device aborts the close.
Notion Intake Forms
Build a Notion form view for structured requests (new hires, access requests, project intake) and convert submitted rows into tickets — structured intake without another form vendor. Use when asked to "make a request form", "set up new-hire intake in Notion", or "turn form submissions into tickets".
Pod-Based Dispatch
Route a ticket to the least-loaded technician in the client's assigned service pod — read the pod from the company record, load-balance within that team, then assign, advance status, and note it.
Priority Downgrade Guard
On a priority change, if AI triage lowered a priority that a human or the client had explicitly set higher, restore the higher priority — deterministic, restore-only, never an upgrade of its own.
Queue Scoring Triage
Produce a ranked triage order for the queue using two-layer scoring — a per-queue baseline plus per-ticket modifiers — so techs work the right ticket next.
RE/FW Reopen Detection
When a new ticket's subject starts with RE:/FW: on a recently closed ticket's subject, find that closed parent and flag it as a reopen instead of working it as new.
Reschedule Request Handling
A client asks to move an appointment — find the schedule entry or booking, propose new slots that actually work, update the entry, and confirm back to the client.
Round-Robin Assignment
Distribute incoming tickets fairly across a named technician roster in rotation, honoring exclusion rules — runnable unattended inside a Flow.
Scheduling Intent Detector
Find "can we get on a call / book a time" requests hiding in recent tickets and route them to scheduling — skipping tickets where a tech has already engaged.
Security Alert Response
A security alert ticket arrived (SOC detection, sign-in anomaly, breached credential, dark web, user-created alert) — extract the facts, route it to the right client, tier the severity, and contain or close with documented reasoning.
Skill-Based Routing
Route a ticket to the technician with demonstrated expertise — who actually resolved similar issues for this client or this stack before — not just whoever is free.
Smart Dispatch
The composite dispatcher partners keep asking for — classify a new ticket, consult a routing matrix (tech specialties plus client familiarity from resolved-ticket history), then assign and schedule it in one pass.
SOC Classification Tree
Classify a security-board ticket down the Incident/Request/Problem tree and set type, subtype, and item consistently — use whenever a security ticket needs classification or a tech asks how to categorize an alert.
Spam Sender Triage
Close tickets from known-spam senders and patterns — after verifying a human did not forward the message in for investigation.
Technician Availability Check
Answer "who is the next available technician?" — combine today's schedules, priority-weighted open load, and shift/PTO context into a ranked availability answer.
Ticket Intake & Formatting
Build a clean ticket title and description from a raw report, voicemail, email, form submission, or rough technician notes, following the house intake standard.
Ticket Triage
Classify a new or unassigned ticket, gauge severity, catch duplicates, and route it to the right board, status, and priority.
TimeZest Booking
Create a TimeZest scheduling request from a ticket — pick the right appointment type and resource, and drop the self-service booking link into the client reply.
Triage Agent Tuning
Tune the Triage Agent's custom rules from observed misses — wrong boards, wrong priorities, tickets that should have been left alone — including analysis of how often techs use the bypass word. Use when asked "the triage agent keeps misrouting X", "tune our triage rules", or "review triage agent performance".
View Builder
Create or duplicate an inbox view from a plain-English spec — "a view of my open P1s", "duplicate the dispatch view but filtered to <client>". Use when a member asks for a new view, a saved filter, or a variant of an existing view.
VIP Priority Handling
Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire the desk's notify rules — without letting VIP status distort classification.
Voice Call QA Review
Review AI-handled voice calls against a fixed rubric — caller identified, issue captured, commitments accurate, handoff clean — and grade each call with cited transcript evidence. Use for "QA the Voice AI calls" or reviewing a specific AI-answered call.
Voice Catchall Identification
Identify the client and contact behind an unknown caller — a voice ticket carrying only a phone number — using number, spoken-name, and company clues from the transcript. Use when a voice-sourced ticket has no company or sits on the catchall contact.
Voicemail to Ticket
Convert a voicemail transcription into a ticket with a callback commitment — urgency read from what the caller said, not from tone guesses. Use when a voicemail lands as ticket/thread content or is pasted in.
Workload-Balancing Assignment
Assign a ticket to the technician with the best availability score — a transparent formula (base capacity minus open tickets minus scheduled blocks) with the math shown, runnable unattended inside a Flow.
Zapier Outlook Calendar Booking
Book remote sessions and onsite visits on the tech's Outlook calendar — Create Event with a Teams meeting link, attendees added, ticket referenced, and the ticket schedule mirrored in Thread. Use for "book a remote session with <user>", "schedule the onsite for Tuesday", or "put the follow-up call on my calendar".
Zapier PagerDuty On-Call
Page the on-call engineer for a P1 via PagerDuty, tell the requester who's on call and that they've been paged, and mirror the ack/resolve loop back to the ticket. Use for "page on-call", "who is on call right now", or wiring P1 paging into an after-hours flow.
Zapier Slack Escalation Ping
Ping the right engineer in Slack — DM or channel — with a one-line brief and ticket link when a ticket needs eyes now, with anti-nag dedupe so nobody gets the same ping twice. Use for "ping <member> about this ticket", "let the escalations channel know", or SLA-jeopardy nudges.
Zapier Teams Ticket Notifications
Post ticket updates and escalations into Microsoft Teams channels via Zapier — a client's shared channel, the internal escalations channel, or a per-board feed. Use for "notify the Teams channel when this escalates", "post this update to the client's channel", or wiring Teams alerts into a flow.
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