Run Your MSP with Rules, not guesswork
Same ticket, same tech
Some AI dispatch agents have to learn your history before they’re useful. Ours follows your rules from day one, the same way every time.
Auto-Dispatch
Thread Auto-dispatch: MSP tickets that assign themselves
Automate MSP ticket dispatch without a dispatcher. Thread assigns every ticket to the right available tech by team, workload and Outlook schedule, from day one.
Your best techs shouldn’t be dispatching tickets.
Every managed service provider has someone checking calendars, guessing who’s at lunch and handing out tickets. Whether that’s the owner, an ops lead or a full-time dispatcher, it’s skilled time spent running the queue, and it never bills an hour.
Auto-Dispatch picks up where Thread’s Triage Agent leaves off. It finds the team that owns each ticket, checks who's in and who has room, and assigns it on arrival. Your people get back to billable work.
Auto Assign
Your ticket queue empties itself.
Auto-assign checks every triaged ticket against who's working and who's already overloaded, then hands it to the best-fit tech as it lands. Nobody has to watch the queue.
Next Ticket
Let techs pull their next ticket, ranked by priority.
Prefer to pull a ticket vs. push? Techs click Next Ticket and get the highest-scoring ticket in the queue, ranked by priority, VIP contacts and key accounts. No grabbing the easy ones first.
$60K+
A year salary for a dispatcher who never bills.
Day 1
Tickets are assigned. No AI to train first.
5 min
To set up Next Ticket for your MSP’s service desk.
Outlook availability
11:58am. Two techs head to lunch. The next P2 skips them and lands with someone who's in.
Thread reads recurring work hours and vacation blocks from Outlook, so it knows who's in, who's out and who's already busy. Plans change? A manual toggle keeps availability honest.
Your service desk, your rules
Set Thread’s Auto-Dispatch scope once. Trust it daily.
Tell each inbox team which client types, ticket types and priorities it owns. Auto-Dispatch follows that on every ticket.
- Scope by team, client and priority.
- Route by PSA ticket type (Halo, Autotask, ConnectWise) and subtype.
- Outlook hours and lunches built in.
No meter on the queue.
Included in all Thread packages.
Per-action credits and separate dispatch bots cost more as you grow. Not Auto-Dispatch. It comes with all Thread’s AI service management platform packages.
Owners out of the queue.
Leaders stop triaging and get back to growing the MSP.
Grow before you hire your next tech.
Take on more clients without a non-billable dispatcher.
Work shared fairly across your team.
Real capacity decides who's next, not who's loudest.
Auto Assign
Continuous push to the best-fit tech available.
Next Ticket
One click pulls the most important ticket in the queue.
Team scope
Map teams to client types, ticket types, and priorities.
Follow working hours.
Outlook hours and blocks keep availability true.
PSA aware
Routes on the ticket types and subtypes in your PSA – Halo, ConnectWise, and Autotask.
Opt-in
Nothing changes until you set your dispatch scope.
Resource
What dispatch really costs
Run the math on manual dispatch: the salary, the reassigned tickets and the hours leaders lose.
Get the PDFTHREAD / AUTO-DISPATCHBuild vs. Buy:
FORTHCOMING GUIDE
Build vs. Buy:
Dispatch
FORTHCOMING GUIDEAuto-Dispatch
Every ticket. The right tech.
What is MSP auto-dispatch?+
Auto-dispatch automatically assigns service desk tickets to the right available technician based on team responsibility, current workload and work schedules, replacing manual dispatching by a coordinator.
How does automated ticket dispatch work for MSPs?+
Thread checks each triaged ticket against the team that owns it, who’s working and who already has a full queue, then assigns it to the best-fit tech as it arrives. Techs can also click Next Ticket to pull the highest-priority ticket themselves, ranked by priority, VIP contacts and key accounts.
Which PSAs does Thread Auto-Dispatch work with?+
Auto-Dispatch works with ConnectWise, Autotask and HaloPSA. It routes tickets based on the ticket types and subtypes already set up in your PSA, so you don’t have to rebuild your categories.
How does Auto-Dispatch know which techs are available?+
Thread reads recurring work hours and vacation blocks from Outlook, so it knows who’s in, who’s out and who’s busy. Techs can also flip a manual availability toggle when plans change.