Ticket scoring

Ticket scoring allows you to give tickets a prioritization that should be paid attention by the Optimizer. Dependent on the score points certain categories of a ticket can have much points or less points and are treated by the Optimizer differently. Eg. tickets with more points will be scheduled more prioritized, than tickets with low points score. Finding the right balance here can help you achieve your company goals better, tailored to your specific business needs.

The Optimizer works out of the box, but giving him additional input from the admin panel, helps to optimize even better.

You can create and edit Ticket scorings in this menu.

Expand the menu by clicking the expand arrow in the Navigation OR click directly on the Dispatch symbol to reveal all options of Dispatch configuration.

Go to DispatchTicket scoring

Search in ticket scoring

You can search through Ticket scoring by entering a keyword in the search bar.

Create a new ticket scoring

  1. Click to open the New rule form.
  2. Fill in the New rule tab.

Form fields Description
Active toggle Select whether your new created rule should be set to active or not.
Score Insert a Score category that you would like to give points and a actual value to compare with.
Operator Compares the condition with the comparison (eg. IS; LIKE; IS NOT; EQUAL; GREATER THAN; LESSER THAN).
Comparison Value Defines with which value the condition is compared.
  1. Select a Score Value from 1 to 10. The higher the points, the higher the prioritization of the Optimizer.

  1. Click SAVE.

Edit a ticket scoring

  1. Select the ticket scoring you want to edit from the list in the Ticket Scoring Main Screen.
  2. Edit the wished form fields inside the following tab: Edit rule
  3. Click Save.

Customize table view

Click on the customize table view symbol to adjust the displayed table view to your needs.