The Dispatch’r allows you to categorize and prioritise tickets based on rules that you’ve established. This will help when you need to automate a process which involves many tickets that fall under a similar criteria. For example, you could set up a rule that takes every ticket that talks about credit cards or purchase decisions and assigns it to the Sales team. This will help you save a lot of time, time that would have been spent manually categorizing your tickets, assigning priorities and whatnot. Everything except solving problems for your customers. Dispatch’r enables you to bring your business rules and support workflows directly in your helpdesk and boost the efficiency of your support.

The Dispatch'r allows you to specify multiple rules and conditions for ticket assignment. Every time a ticket pops in, it will check the contents of the ticket against the list of rules in order, execute the first matching rule and stop. So remember to arrange your rules in the order of priority, keeping the stricter rules to the top.

There is a default sample rule present in all Freshdesk accounts, which you can modify or delete.

As and when you add Dispatch’r rules, you can find them listed in your Dispatch’r page. You can choose to have them running or not by toggling the on/off switch. If you want multiple similar rules, you can click on the Clone button to create a clone of your existing rule and modify them accordingly. You can also choose to Edit your existing rules.

Quick guide for creating a Dispatch’r rule

  • Go to Admin > Helpdesk Productivity > Dispatch’r
  • Click on New Rule.
  • Give your rule a name and a description in the text boxes. This will help your agents understand the reasoning for the rules without forcing them to hunt you down every single time.
  • You can add multiple conditions by clicking on 'Add new condition' for every new condition you need. You will have to specify whether matching any one condition is enough or if all conditions have to be matched.
  • Under the Select Condition drop down menu, you can select what condition you want, and select further options in subsequent drop down menus.
  • Under the Actions drop down menu, you can select whichever actions you want similar to the conditions menu.
  • Click on Save once you’re done.
  • Remember that you can click on the - button to delete any condition/action you might have accidentally created. You can also click and hold the icon next to the - button to reorder the conditions/actions you’ve created.

In this example, we will be checking for tickets which talk about credit cards and purchase decisions, and assign them as Leads to the Sales team.

  • Enter the rule name and description in their respective fields.
  • Click on the Select Condition drop down menu and choose Subject or Description.
  • In the next drop down, choosing 'Is' would make it very restrictive, because the Dispatch'r would act on it if the subject was an exact match. So, select 'Contains', which only checks if the keywords specified are part of it.
  • In the next text box, enter the keyword “credit card”.
  • Click on 'Add new condition', and like the previous rule, make one for the keyword “purchase”.
  • Under the Actions panel, click on the Select Action drop down menu and choose 'Set Type as', and select 'Lead' in the next drop down menu.
  • Click on Add new action, and like the previous action, make one to Assign to Group: Sales
  • Click on Save once you're done.