The Tech's View

As a technician, your experience in Dispatch HQ is focused entirely on your own work. Unlike the dispatcher's view, which manages the full queue across the team, your view surfaces only the tickets that are relevant to you. Everything is organized to help you understand what to work on next, what is waiting on someone else, what appointments are coming up, and when you are ready for something new.

There is no need to scan a shared board or decide what to pull next based on guesswork. Dispatch HQ does that organizational work for you so you can spend your time on what matters: resolving tickets.

Your view is organized into five key sections:

The Pull Ticket button sits at the top of your Tech View and is how you request your next piece of work whenever you are ready for it.

When you click Pull Ticket, Dispatch HQ analyzes the unassigned ticket queue and identifies which open ticket is the best match for you based on your skill set and the priority ranking the system has established. Rather than presenting you with a list to choose from, the system surfaces a single recommended ticket for you to review.

At this point, you will see a summary of the suggested ticket before committing to it. This includes key details such as the ticket summary, client name, priority, and classification fields like Type, Subtype, and Item. This gives you enough context to understand what you are about to work on without requiring you to dig into the full ticket in your PSA first.

When you are ready to accept it, click Confirm to pull the ticket. Once confirmed, the ticket moves immediately into your Ready to Work section and its status in your PSA is automatically updated to the In Progress status your team configured during Dispatch HQ setup.

If there are no unassigned tickets in the queue that match your skill set or availability at the time you attempt a pull, Dispatch HQ will display a message letting you know the queue is currently empty. In this case, no action is required from you. Check back when you are ready for your next ticket, as the queue updates in real time as new tickets are triaged and confirmed by your dispatcher.

This section is where your dispatcher can stage a specific ticket for you to work on next. When a dispatcher "pins" a ticket to this section, it is their way of flagging it as a priority among your other assigned tickets, so it is ready and visible to be actioned on the moment you are.

Think of it as a heads-up from your dispatcher. Rather than waiting until you finish a ticket and then hunting for what comes next, you can glance at this section while wrapping up and already know exactly where you are headed. This is particularly useful for time-sensitive situations, escalations, or tickets where the dispatcher wants to make sure a specific request gets handled without delay.

If a ticket appears here, treat it as your next stop.

This section contains your active workload. Every ticket here is in an open, active, or otherwise actionable status, meaning there is something you can do right now to move it forward.

When you pull a new ticket or a ticket gets assigned to you, it will land here. This is your primary working section throughout the day. Tickets in this section are not waiting on anyone else and are not on hold. They are yours to work.

Not every ticket you own is one you can actively work at any given moment. This section holds tickets that are in a holding pattern for reasons outside your control, such as waiting on a client to respond, pending a third-party vendor, or placed on hold for another reason.

These tickets are still yours, and they have not gone anywhere. They are just parked here so they do not clutter your Ready to Work section or create confusion about what you should be focusing on. When the status of one of these tickets changes and it becomes actionable again, it will move back into the appropriate section automatically.

Your Calendar section gives you a view of your scheduled appointments and meetings alongside your ticket queue, so you always know what structured time commitments are ahead of you without switching to a separate tool.

This includes any TimeZest appointments that have been booked with clients as part of the service delivery workflow. If a client appointment was initiated by your dispatcher from the Unassigned or Assigned tab before your ticket was pulled, it will already be visible here by the time you begin working.

Having your calendar visible in the same interface as your active tickets means you can plan your working time around your commitments rather than discovering a conflict mid-ticket.