Dispatch HQ gives you a focused view of your own work and a smarter way to pick up tickets. Here's what you need to know.
Your View
You won't see the full team queue — just your tickets, organized into sections under Assigned Tickets.
Grab Next Ticket — the banner at the top. Click it when you're ready for something new.
Ready to Work — tickets you can act on right now
Not Actionable Right Now — tickets waiting on a client, vendor, or approval. Nothing for you to do yet.
Show Calendar — button in the top right. Opens your scheduled appointments alongside your queue.
How to Grab Your Next Ticket
When you're ready for something new:
Click Grab Next Ticket
A confirmation appears: "We'll assign the best available ticket based on priority and your skills."
Click Grab Ticket to confirm
The ticket is assigned and moves immediately to your Ready to Work section. Your PSA status updates automatically.
Skip confirmation: Check "Skip confirmation when grabbing tickets" to skip this dialog in the future. Grab Next Ticket will be assigned immediately without the extra step. You can leave this unchecked if you prefer the confirmation prompt.
Reading a Ticket Card
Each ticket in Ready to Work shows you what you need at a glance:
Ticket number, company, contact, and how long it's been open
Priority and current status
An SLA banner if the ticket is approaching or past its threshold (red = already breached)
Send TimeZest to initiate a scheduling request with the client
Open in [PSA] to jump directly to the ticket
What If There Are No Tickets Available?
If there are no unassigned tickets in the queue that match your skill set at the time you attempt a grab, Dispatch HQ will display a message letting you know the queue is currently empty. No action needed — check back when you're ready for your next ticket. The queue updates in real time as new tickets are triaged and confirmed by your dispatcher.
If you think there should be tickets available but the queue is showing empty, check with your dispatcher. Tickets may still be working through the Triage tab and haven't been confirmed into the queue yet.
Day-to-Day
Start of shift: Check Ready to Work for anything already assigned. Click Grab Next Ticket when you're ready for more.
During the day: Grab again whenever you finish a ticket. Tickets waiting on a client or vendor will move to Not Actionable Right Now automatically — no action needed from you.
Scheduling: If a client call is needed, click Send TimeZest directly from the ticket card.
Quick Answers
Why can't I see the full queue? Your view is scoped to your work only. Your dispatcher manages the full queue.
The suggested ticket doesn't seem right. Talk to your dispatcher. They can adjust suggestions or reassign.
A ticket disappeared from Ready to Work. It likely moved to Not Actionable Right Now because its status changed to a waiting or on-hold state. It'll return when it becomes actionable again.
Where are my scheduled appointments? Click Show Calendar in the top right corner.