Dispatching Automation
A
Amine Elkinani
We would like to see the addition of dispatching automation within the platform. The ability to automatically assign threads to the appropriate technician or team based on predefined rules such as issue type, priority, client, technician specialty, capacity, or historical data would greatly improve workflow efficiency. This automation would minimize manual effort, reduce response times, and ensure threads are routed to the right person or team from the start. Customizable rules for dispatching tickets based on specific criteria, such as previous interactions or technician availability, would be a valuable enhancement to optimize resource allocation.
R
Ricky Balmaceda
Merged in a post:
Auto-Assign technicians in the planner
N
Nate Ginn
Possibly create a round robin inside of Inbox that auto assigns the next ticket in planner to the most available technician
R
Ricky Balmaceda
Merged in a post:
Ability to auto-assign new threads
C
Consulting IT IT
As the app doesn't quite alert loudly or long enough, being able to auto assign chats in round robin to our agents would be helpful to ensure clients get a response from Live Chat.
R
Ricky Balmaceda
Great feedback! Nate Ginn Is there other criteria besides availability that we should account for? In a perfect world what would that be Gavin Dickinson, Nate Ginn?
J
Jeremy Weisser
Adding support for this suggestion. Would be huge for us and seems like a natural next step using assistive AI and magic agent functionality.
Jason Cormier
This would be a huge gain. Especially with options between load balancing, role based assignment and round robin options.
J
Jesus Alvarez
Please proceed with the development of this feature. Dispatching has been a persistent challenge for us, and addressing it would significantly improve our workflow.
G
Gavin Dickinson
would be helpful if Magic could be included as well to allow for more complex assignments
Thread
Merged in a post:
Dispatch from Inbox
E
Evan Dumouchel
Can we dispatch from ChatGenie? - We would love to assign tickets and set the specific time the way we use the Dispatch Portal from within ConnectWise Manage!