Introducing · Dispatch HQ
Your Tech Stack Evolved.
Your dispatch Finally Can Too.
Dispatch HQ is an intelligent dispatch assistant. It takes on the repetitive parts of triage, ticket dispatching, and scheduling — so the human in the seat can focus on exceptions, escalations, and the conversations that actually need them.
Native to
|
ConnectWise
AutoTask
HaloPSA
The Dispatch Gap
Everything in your stack got
smarter.
Dispatch stayed in 2001.
Remote Monitoring
✔ Automated
Security Stack
✔ Runs itself
Documentation
✔ Writes itself
Dispatch
Still by hand
Ask how tickets actually get triaged, prioritized, and assigned, and the answer looks a lot like it did 25 years ago: a dispatcher, a queue, and a set of judgment calls made fresh every single day.
What Changes
Three things change in your operation.
For the resilience of your team, for your dispatcher, and for the technicians working the queue.
For Your Team
The operation keeps running, even when your key person isn’t there.
Most MSPs run dispatch on muscle memory: one person who knows the SOPs by heart and the right call by instinct. That works until they take PTO, get pulled into a project, or leave. Dispatch HQ handles classification — type, subtype, priority, board — the same way every time, so coverage gaps stop being a crisis.
For Your Dispatcher
The repetitive work handled. The important work protected.
Dispatch HQ takes on the triage, prioritization, and classification that doesn’t need a human judgment call, so the time your dispatcher spends in the seat goes to the work that actually requires them. Exceptions. Escalations. The conversations that need a human in the loop.
For Your Technicians
The right ticket, ready the moment your technician is.
Instead of pushing a pile of tickets onto your team, Dispatch HQ queues up the most appropriate next ticket for each technician automatically. When they’re ready to move, there’s no browsing, no decision fatigue, just the right work, already waiting.
Inside Dispatch HQ
Automation you can actually see, and overrule.
Dispatch HQ makes recommendations, shows its work, and keeps the dispatcher in command. Here’s how the core of the engine behaves.
Intelligent Triage Engine
Classification
Every new ticket arrives pre-classified.
When a ticket comes in, Dispatch HQ analyzes it against your historical data and recommends the correct type, subtype, item, priority, board, and budget hours — with visible reasoning for every suggestion.
✓
Dispatchers confirm with one click, or override any field
✓
The engine learns from every correction you make
✓
Built around the ConnectWise type / subtype / item hierarchy
Transparent Reasoning
Trust & Explainability
Every suggestion shows its work.
Each recommendation comes with a visible explanation — so dispatchers can see exactly why a classification was suggested, build trust in the automation, and know the moment a correction is needed.
✓
Weighted factors, not a black box
✓
Surfaces the resolved tickets it learned from
✓
Client context — VIP, sentiment — counts as a signal
Dispatcher Override & COntrol
Air-Traffic Control
The dispatcher stays in command.
Adjust priority, rearrange the queue, or designate specific technicians or teams outside the standard pull sequence. Dispatch HQ ranks the work — you always have the final say.
✓
Drag to reorder; bump priority in a click
✓
(REMOVE) – Pin tickets to a tech or team, outside the pull order
✓
Every override feeds back into future recommendations
The full toolkit
Everything else dispatch needs.
The rest of the engine — from the ranked queue your techs pull from, to the integrations that keep it all native to your PSA.
Intelligent Dispatch Queue
Every unassigned ticket is ranked by priority, SLA risk, urgency, ticket age, and client context — so the queue always surfaces what matters most.
Technician Pull Model
When a tech is ready, one click delivers the most appropriate unassigned job based on skill match and live queue priorities. No browsing, no cherry-picking.
Technician Heads-Up Display
A focused view of each tech’s day: their calendar, tickets grouped by active and actionable vs. open, and Grab Next Ticket front and centre.
Continuous Learning
Every dispatcher override feeds back into the models — no manual configuration. The system adapts to the way your operation actually runs.
PSA-Native Integration
Works inside ConnectWise, Autotask, and HaloPSA at launch. Confirmed updates push straight back to your PSA — one click opens the full ticket.
Skillset Builder
Builds a dynamic skill matrix from each technician’s demonstrated capability — not a static credentials list — and matches work to the best-fit person.
Pre-Assignment Scheduling
Flags tickets likely to need an appointment before they’re assigned, getting scheduling started earlier and cutting resolution time.
Bulk Reassignment
When a tech goes unavailable mid-day, redistribute their tickets in bulk — without setting off a reassignment cascade across the team.
What Changes
Your stack has evolved.
Now your dispatch can too.
Dispatch HQ brings the same intelligence your RMM, PSA, and security tools already deliver — to the one process that’s been running on gut instinct since day one. Join the beta and be among the first MSPs to put it to work.
