We aims to shift dispatchers from manual ticket assignment to higher-value tasks.

Currently, non-ticket teams (Professional Services, Data Center) don't monitor ticket queues, requiring dispatchers to manually notify them. While a bot notifies technicians, they still need to manually click "Next Ticket" to claim it, a step that is a hurdle for some.

Our desired solution is to auto-dispatch tickets via Teams to available technicians, eliminating the manual "Next Ticket" step. They're also looking at Timezest to send scheduling link to clients for them to be able to schedule.