Automated Ticket Triage & Dispatch

Triage starts the moment a ticket is created, using the ticket's subject and description. No tech intervention is required.

The system analyzes five signals to determine priority:

• ITIL Type: Incident vs. Request
• Classification: Tech domain
• Urgency: Time sensitivity based on context and negation (e.g. a ticket that says “this isn't urgent” isn't scored high-priority)
• Impact: Blast radius scan
• VIP: Explicit VIP flag on the Contact/End User or customer Organization record

The system analyzes five signals to determine technician assignment:

• Eligibility: Admin setting
• Skill Scores: Problem-type volume, category similarity, recency of relevant work, credited to every technician who logged meaningful work on a ticket, not just whoever it was assigned to
• Client Experience: Customer-ownership history
• Availability: Calendar
• Workload: A technician's current high-priority ticket count, weighted and normalized relative to the pool of eligible candidates for each ticket

After enabling Ticket Dispatch, the system silently builds a skill matrix for each technician based on up to 100 resolved tickets from the past three months. This process can take up to 24 hours. Technician recommendations may not appear until this initial analysis is complete.

Note: Overriding a suggestion or correcting an auto-assigned value trains the system to match your preferences. Share feedback on suggestion accuracy any time through Product Feedback.

Ticket Triage: When this feature is enabled, the system evaluates incoming ticket content and auto-assigns or suggests a priority level. If your AI preferences are set to “suggest," the Priority field appears grayed out until confirmed or overridden.

Ticket Dispatch: When this feature is enabled, the system evaluates available technicians and auto-assigns or suggests an assignee based on ticket content and technician eligibility. If your AI preferences are set to “suggest," the Tech field (on the Tickets Tab/Page) and the Assignee field (on the Ticket Details Page) appear grayed out until confirmed or overridden.

Technician Eligibility for Dispatch: Not all Syncro Users are eligible to be considered for ticket dispatch. Each Syncro User has an “Include in ticket dispatch” checkbox that controls whether the system considers them a dispatch candidate. This box is checked by default. See Configure User Eligibility for Dispatch Suggestions.

Technician Availability: When evaluating technician candidates at routing time, the dispatch agent reads calendar data directly for technicians with an integrated Microsoft Outlook or Google calendar. For Outlook technicians, the system checks working hours against booked time: if 75% or more of a technician's working hours are booked, they're considered unavailable. Google Calendar supports out-of-office exclusion but not this working-hours check, since Google does not expose that data. Technicians marked Out of Office, on either calendar provider, are excluded from routing entirely. For technicians without an integrated calendar, routing decisions still reflect the last pre-computed availability state, not a live calendar query.

Feature Independence: Ticket Triage and Ticket Dispatch are configured independently, each set to disabled, suggest, or assign. A team can, for example, run Ticket Triage in assign mode while keeping Ticket Dispatch in suggest mode, or any other combination. To enable Automated Ticket Triage & Dispatch, navigate to Admin > AI Preferences and set the Ticket Triage and/or Ticket Dispatch dropdown menus to suggest or assign. For new accounts, both default to disabled. See About Syncro's AI Features for more information.

• If only Ticket Triage is set to suggest or assign, the system suggests or assigns a priority value on new tickets. The Tech/Assignee fields are not affected.
• If only Ticket Dispatch is set to suggest or assign, the system suggests or assigns a technician on new tickets. The Priority field is not affected.
• If both are set to suggest or assign, the system acts on both priority and technician assignment on new tickets, using whichever mode each is set to.

Note: Ticket priorities must be enabled in your account for triage assignments or suggestions to function. See Ticket Settings Reference for details.

Automated Ticket Triage & Dispatch supports the following example use cases:

• Teams without a dedicated dispatcher can rely on Automated Ticket Triage & Dispatch to flag VIP and urgent tickets the moment they're created and route them to the right technician, closing a gap that previously took a team lead hours to notice.
• When a team lead is also handling their own ticket queue, Automated Ticket Triage & Dispatch absorbs the work of weighing availability, skills, and workload on every incoming ticket, leaving a recommendation to review instead of a decision to rebuild from scratch.
• When triage outcomes depend on who's watching the queue and how busy they are, Automated Ticket Triage & Dispatch applies the same priority logic to every ticket regardless of shift or volume, replacing inconsistent judgment calls with a repeatable standard.
• For teams whose ticket volume invites cherry-picking from a shared unassigned queue, Automated Ticket Triage & Dispatch can be set to assign mode, which routes each ticket to the best-matched technician the instant it's created, without waiting in the queue for manual review.

Enable only what your workflow supports and what you feel comfortable with. Ticket Triage and Ticket Dispatch can be enabled and configured independently. For example, if your team isn't ready to act on assignment suggestions, enable Priority only until your intake process is established. If you want to verify the feature works as expected, use suggest mode before turning on assign mode.

Consider a phased rollout when moving to assign mode. Automate only Ticket Triage or only Ticket Dispatch first, and add the other once you've built confidence, rather than switching both to assign mode at once.

In suggest mode, review suggestions promptly. Suggested fields remain grayed out until acted on, and leaving a large volume of tickets in a pending state can make your queue harder to read and prioritize. Building a review step into your intake workflow keeps the queue clean.

In assign mode, periodically spot-check a sample of auto-assigned tickets even though no approval step is required. Correcting a value still trains the system the same way overriding a suggestion does, and a regular review helps you catch drift in accuracy early.

The system makes choices based on ticket content and system data. Override an assignment or suggestion any time you have context the system doesn't, such as a VIP customer relationship, a known outage, or a technician out sick. Overrides help the system learn and improve future recommendations.

Both suggested and auto-assigned dispatch draw from the pool of users who have their “Include in ticket dispatch” box checked. If a technician is no longer handling tickets or has changed roles, update their eligibility setting so the system doesn't route to them. This matters even more in assign mode, since there's no manual review step to catch a ticket routed to the wrong person before it's already assigned.

If a technician is leaving, add their replacement as a subscriber on active tickets before the departure. This exposes the incoming technician to the relevant ticket history and context, and as they handle tickets going forward, the system will begin considering them for future assignments, suggested or auto-assigned.