Dispatch Rules

Client Team Matching

Match technicians to client teams limits scheduling choices to technicians on the client’s PSA technical team.

1. Turn the setting on or off.
2. When team matching is enabled, choose what should happen when no eligible team technicians are available:
   • Show all dispatchable technicians allows the wider dispatchable pool.
   • Require team configuration keeps the team requirement in place and does not fall back to the wider pool.

Schedule Buffer Settings

Start of Day Buffer and End of Day Buffer reserve time at the beginning and end of technicians’ workdays. Select each buffer from the displayed minute options. These settings apply globally to scheduling.

Select Save Settings to save the team matching and buffer choices, then review the result.

Which tickets are scheduled automatically

After automatic triage, ZenTop Triage books a technician only for tickets whose priority name contains “medium” or “low”. Tickets whose priority name contains “high”, “critical”, or “urgent”, and tickets whose priority name contains none of these words, are left for a dispatcher to assign. Dispatch validation mode in Validation Mode also stops automatic scheduling.