1) In Dispatch, technicians can pull tickets from the queue to work on.
2) Technicians can start by clicking "Start Working On The Next Available Ticket." to start pulling tickets to work on.
3) Technicians can begin working on a ticket after pulling it from the queue. Once assigned, the ticket will not be in the queue for other technicians to pull.
4) There will be an AI assistant assisting technician through the ticket if needed.
5) There is a pause/resume timer for technicians when working on ticket. Next Ticket pulls the next ticket in queue. See Working Tickets allow technicians to see all the tickets in their queue. Return to Queue returns the ticket back into the queue for other technicians to grab and work on.
6) Technicians can pull up to 5 tickets to work on at a time. If technicians are having trouble solving the ticket, they can requeue ticket back to the queue whenever they want. That ticket scoring will be recalculated for another technician to work on.
7) Tickets are allocated to technicians according to their designated teams and tier levels, ensuring that each ticket is managed by appropriately qualified personnel. To modify technicians' team assignments and tier levels, navigate to the Teams section to edit these. For further guidance, please refer to the Teams Setup article.