Dispatch HQ structures your triage and dispatch workflow across three tabs. Here's how to use each one and what a healthy daily routine looks like.
Note: This guide covers both the Triage and Ticket Dispatch modules. If your organization has only Triage, focus on the Triage Tab section. If your organization has only Ticket Dispatch, focus on the Unassigned and Assigned tab sections.
In this guide:
The Triage Tab: Your Intake Queue
Every incoming ticket lands here first. Nothing reaches your techs until it's confirmed through Triage.
Your job:
Click Review Ticket on each ticket
Check the AI-suggested values (Type, Subtype, Item, Priority, Status, Agreement) and adjust anything that's off
Click Confirm to move the ticket to the Unassigned queue
Unconfirmed tickets stay in Triage indefinitely. Work through your queue regularly — not just once at the start of the day.
The Unassigned Tab: Your Dispatch Queue
Confirmed tickets land here, ranked by priority and SLA urgency. The queue updates automatically as SLA windows shrink.
SLA indicators on each ticket card:
Yellow: Approaching. Watch it.
Orange: Critical. Act soon.
Red: Breached. Immediate attention needed.
What you can do here:
Manually reorder tickets when you have client context the system doesn't
Add or remove technician suggestions on a ticket
Send a TimeZest scheduling request before a tech even pulls the ticket
The Assigned Tab: Team Workload Oversight
See every technician's active ticket load in one view. Use it to balance workload and cover gaps.
Most common use: sick day coverage. Find the absent tech's queue, reassign their tickets to available techs. Reassigned tickets move directly into the receiving tech's Ready to Work section.
You can also send TimeZest scheduling requests from here, for tickets where a scheduling need surfaces after a tech has already pulled the ticket.
Sending a Scheduling Request
You can send a scheduling request from three places in Dispatch HQ:
The Triage view, when reviewing a ticket
The Unassigned tab, via the action button on a ticket
The Assigned tab, via the action button on a ticket
Clicking Send Scheduling Request opens a modal with the ticket context already pulled in.
Appointment Type — select the appropriate appointment type. The duration displays below your selection.
Assign To — select the technician who should handle the appointment. Once the customer books, the ticket will automatically be assigned to whoever is selected.
When both fields are set, click Send Request. A scheduling invitation is sent to the primary contact on the ticket.
Your Daily Routine
Morning: Clear overnight Triage. Check Unassigned for SLA risk. Scan Assigned for team load.
Throughout the day: Return to Triage as tickets come in. Watch for orange and red SLA indicators in Unassigned. Check Assigned when a tech finishes or you get an escalation.
End of day: Get Triage to zero. Escalate or hand off any red SLA tickets.
Common Questions
Tickets aren't showing up in Triage. Check Settings > Dispatch HQ. Your configured Triage statuses need to match the statuses new tickets actually use in your PSA.
Can I skip Triage and push a ticket directly to Unassigned? No. All tickets must be confirmed through Triage first.
I sent a scheduling request from Unassigned. Is the ticket assigned now? No. The ticket stays in the queue until a tech pulls it or you assign it manually. The client request goes out immediately, so confirm your appointment type and technician before clicking Send.
A tech called out. How do I cover their tickets fast? Go to Assigned, find their queue, and reassign. Prioritize the red and orange SLA tickets from their queue first.
Who can access Dispatch HQ? Access is role-based. See the Permissions Matrix for a full breakdown.