Smart Dispatch & Queues
Smart Dispatch replaces cherry-picking with a published rule for what to work on next.
The problem it solves
On most service desks, technicians scan the board for easy tickets while complex or critical ones age. High-urgency work waits until an SLA alarm pulls a manager in. Vague tickets bounce between people.
Example: at Acme MSP, a critical VPN ticket from Acme Corp that has waited 30 minutes scores 1,060, well ahead of a normal password reset that has waited two hours (440).
The score
Every candidate ticket gets a score:
Score = priority weight + major incident bonus + wait time - blocker penalty| Part | Value |
|---|---|
| Priority | critical 1,000 · high 500 · normal 200 · low 50 |
| Major incident | +2,000 |
| Wait time | +2 per minute since created or last updated |
| Blocked | -500 when waiting on the customer or on a four-eyes approval |
The highest score wins. Ties go to the oldest ticket.
Taking the next ticket
Press c or choose Take next ticket. FlowPSA picks the top-scoring ticket from the queues you are allowed to work, assigns it to you atomically, starts the Omni-Timer, and opens the ticket. If your governance profile sets a work-in-progress cap and you are at it, the claim is refused until you finish something.
Agents use the same rule through claim_next_ticket.
Three scopes
| Scope | Shows |
|---|---|
| Assigned to me | Your own work. If it is empty, the view falls back to team queues so you land on something useful. |
| Team queues | Unassigned work in the queues you belong to. |
| All open work | Everything, for leads and dispatchers. |
Queues
Queues are skill groups, such as Service desk, Operations, Networking, and Security. Admins attach Microsoft Entra security groups to each queue. Membership controls who can work and be dispatched from a queue; all licensed staff can still search every ticket. See Identity, Roles & Access.
Queue health
Each queue gets a health score from 0 to 100, with counts of unassigned, stale, and breaching tickets and active major incidents. Below 70 is critical.
Vague tickets
When a new ticket is very short or generic, such as "wifi down", FlowPSA suggests a short diagnostic questionnaire so you get the device, error, and steps up front.
Related guides
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