Dispatch Recommendations

Dispatch recommendations help your coordinator choose a technician for a new, unassigned PSA ticket. Junto recommends technicians using relevant ticket history and workload, with company and category rules that you control.

Dispatch does not assign tickets automatically. Your team makes the assignment in your PSA.

Before You Start

• Dispatch recommendations must be available for your organization. If the option is missing from Settings → Processors, contact Junto support.
• Connect your PSA and sync ticket and assignment history. Recommendations need eligible technicians with recent ticket ownership in that PSA.
• Enable Triage Assistant in Settings → Processors. Its board or queue filters and company exclusions also determine which tickets receive a dispatch recommendation.
• An Owner or Admin can configure Dispatch. Managers, Admins, and Owners can review dispatch activity.

Dispatch runs for new PSA tickets that are unassigned when processing begins. Tickets already assigned to a technician or resource are skipped. A ticket assigned while triage is running may also have no recorded recommendation.

Choose a Mode

Mode	What happens
Off	No new dispatch recommendations are generated. This is the default.
Shadow — record silently	Records recommendations for review without including them in PSA notes. Use this to compare suggestions with your team's assignments.
Surface — include in triage note	Also includes ranked candidates in the internal triage note, with the recommended technician first.

Surface mode follows your Triage Assistant note-posting settings. To show suggestions in your PSA, enable Auto-post triage note and make sure note posting is allowed for the ticket's company.

Enable and Configure

1. Open Settings → Processors.
2. Under Assignment & escalation, find Dispatch recommendations and turn it on. The switch starts Dispatch in Shadow mode.
3. Select Configure.
4. Review the recommendation mode, routing rules, exclusions, and history settings below.
5. Select Save dispatch settings.
6. Let new tickets arrive and have your team assign them as usual. Select View activity to review the results.
7. When you are ready to show suggestions to technicians, return to Configure, choose Surface — include in triage note, and save.

Settings changes apply to new tickets. Enabling Dispatch does not generate recommendations for an existing backlog. To stop generating new recommendations, turn off the switch on the Processors page.

Configuration Options

Option	Default	Description
Company overrides	None	Choose a preferred technician for a company. A company override takes precedence over a category override.
Category overrides	None	Choose a preferred technician for a ticket category. Categories use Junto's Category & Tag Extractor results.
Excluded technicians	None	Prevent selected technicians from being recommended, including through an override. Use this for dispatchers, administrators, or anyone who should not receive tickets.
History lookback	90 days	Choose the history window used for recommendations. Standard choices are 30, 60, and 90 days.
Maximum candidates	Top 5	Choose how many candidates to consider: Top 1, Top 3, or Top 5. Fewer may be available for a ticket.

Select Add company rule or Add category rule, then choose the company or category and a technician. Each company or category can have one rule. Complete or remove empty rows before saving.

An override applies only when its technician is eligible for that ticket's PSA and has owned a ticket within the selected history window. The form displays a warning when a saved rule lacks that history. An override cannot make an excluded technician eligible.

Use Excluded technicians to keep inactive or otherwise ineligible staff out of recommendations, even if they still appear in recent ticket history.

Review Dispatch Activity

Select View activity beside Dispatch recommendations. The activity page shows each ticket, its ranked recommendation, the first actual assignment, and the outcome. Open Recommendation details to see the recorded explanation and confidence, or select a ticket to inspect it. Use Refresh to load recent activity.

Managers can open the Dispatch activity page directly. Access to the Processors configuration page requires an Admin or Owner role.

Outcome	Meaning
Matched · Top 1	The first assignment went to the recommended technician.
Top 3 match or Top 5 match	The first assignment went to another technician within that ranked group.
Different	The first assignment did not match the displayed ranked candidates.
Pending	A first assignment has not yet been recorded for comparison.
Unknown	The first assignment or comparison result was not recorded.

The summary shows all-time recommendation and comparison counts, plus Top 1, Top 3, and Top 5 assignment match rates. These measure agreement with your team's first assignments; they do not measure whether a technician was the best person to resolve the ticket.

Pending and unknown assignments are excluded from match rates. Top 3 and Top 5 rates only include tickets processed with a maximum-candidate setting of at least 3 or 5, respectively. Later reassignments do not change the first-assignment comparison.

Troubleshooting

Issue	What to check
No recommendations appear	Confirm Dispatch is on, Triage Assistant is enabled, and new unassigned tickets are arriving. Check Triage's board or queue filters, company exclusions, and whether eligible technicians have synced ownership history. If Processors shows a compatibility warning, contact Junto support.
Recommendations appear in activity but not in PSA notes	Shadow mode deliberately keeps them out of notes. In Surface mode, check Auto-post triage note and the company's note-posting settings.
An override does not apply	Check the technician's history in the ticket's PSA, the selected lookback window, exclusions, and any company override that takes precedence over a category rule.
Technicians or categories do not load	Close and reopen Configure to retry. Check that your PSA data has synced.
Activity or metrics do not load	Select Retry or Refresh, and confirm you have Manager access or higher.

See Triage Note for the surrounding triage workflow and Catchall Ticket Router for routing tickets to the correct company or service board.