Overview
The Dispatch Board is where you assign field and remote work to technicians and see, in real time, who is available, who is busy, and where everyone is. It turns the queue of work-needing-a-tech into a schedulable board so dispatchers can balance load and route the right person to the right job.
Opening the Board
Go to the Service Desk → Dispatch board. You can view it as:
- List view — technicians down the side with their scheduled slots for a day.
- Calendar board — a calendar of scheduled slots plus an unassigned queue of work waiting to be dispatched.
Pick a date to see that day's schedule.
Technician Status
Each technician shows a live status, derived from their scheduled slots or set explicitly:
- Available
- On-site
- En route
- Off-duty
The board also shows each tech's current open-ticket load so you can see who has bandwidth before you assign.
Scheduling a Slot
A dispatch slot is a scheduled block of work for a tech, with a status of scheduled → en route → in progress → completed (or cancelled). To work the board:
- Reassign or reschedule a slot by dragging it to a different technician or time, or by editing it directly (sets the assigned tech and scheduled start).
- Smart Dispatch lets PSA pick the best-fit technician for a ticket and create the slot automatically. You can require specific skills so only qualified techs are considered.
Tech Skills
The dispatch roster is driven by tech skill profiles (managed on the Tech Skills admin page). Recording each technician's skills lets Smart Dispatch match work to the right person — for example, routing a firewall job to someone with networking skills.
Setting Availability
Update a technician's availability/status (available, on-site, en route, off-duty) so the board reflects reality. Status also drives who Smart Dispatch will consider.
Access
The Dispatch Board is a plan-gated PSA feature and is staff-only — client-portal users can never reach it. If you don't see it, your plan may not include the dispatch board, or you may lack the permission.
Troubleshooting
Smart Dispatch didn't assign anyone. If you required skills and no available tech has them, there's no match. Loosen the skill requirement or update tech skill profiles.
A tech shows the wrong status. Status is derived from their slots unless set explicitly. Set their availability directly to override.
Urgent tickets show as Critical. The board palette uses Critical/High/Medium/Low; imported "urgent" tickets are folded into Critical for display.