Ticket Priority Suggestions: When this feature is active, the system evaluates incoming ticket content and recommends a priority level. The Priority field appears grayed out until a technician confirms or overrides the suggestion.

Ticket Technician Assignment Suggestions: When this feature is active, the system evaluates available technicians and recommends an assignee based on ticket content and technician eligibility. The Tech field (on the Tickets page) and the Assignee field (on the Ticket Details page) appear grayed out until confirmed or overridden.

User Eligibility for Assignment Suggestions: Not all users are automatically eligible to receive dispatch suggestions. Each Syncro user has an “Include in ticket assignment suggestions” checkbox that controls whether the system considers them as a candidate when recommending assignees. This box is checked by default. See Configure User Eligibility for Dispatch Suggestions below.

Automated Ticket Triage & Dispatch facilitates:

• Teams that follow a formal triage process can use suggested priorities as a first-pass classification, leaving technicians to confirm or escalate rather than classify from scratch.
• When multiple technicians handle intake, priority decisions can vary. Suggestions apply a consistent standard based on ticket content, reducing variation across your queue.
• Instead of manually scanning a queue and deciding who should take each ticket, dispatchers can review and confirm suggestions in bulk from the Tickets page.
• Control which technicians receive dispatch suggestions by managing each user's eligibility setting, routing tickets only to those who are available or qualified.

Enable only what your workflow supports. Priority Suggestions and Technician Assignment Suggestions can be enabled independently. If your team isn't ready to act on assignment suggestions, enable Priority only until your intake process is established.

Review suggestions promptly. Suggested fields remain grayed out until acted on. Leaving a large volume of tickets in a pending state can make your queue harder to read and prioritize. Building a review step into your intake workflow keeps the queue clean.

The system makes suggestions based on ticket content and system data. Override a suggestion any time you have context the system doesn't, such as a VIP customer relationship, a known outage, or a technician out sick. Overrides help the system learn and improve future recommendations.

Dispatch suggestions draw from the pool of users who have their “Include in ticket assignment suggestions” box checked. If a technician is no longer handling tickets or has changed roles, update their eligibility setting so the system doesn't route to them.

If a technician is leaving, add their replacement as a subscriber on active tickets before the departure. This exposes the incoming technician to the relevant ticket history and context, and as they handle tickets going forward, the system will begin including them in future assignment suggestions.

• If only Ticket Priority Suggestions is enabled, the system suggests a priority value on new tickets. The Tech/Assignee fields are not affected.
• If only Ticket Technician Assignment Suggestions is enabled, the system suggests a technician on new tickets. The Priority field is not affected.
• If both are enabled, the system suggests both a priority and a technician on new tickets.

Note: Ticket priorities must be enabled in your account for Priority Suggestions to function. See Ticket Settings Reference for details.

• Automated Ticket Triage & Dispatch is available on the Team plan. To enable it, navigate to Admin > AI Preferences and turn on the Ticket Priority Suggestions and/or Ticket Technician Assignment Suggestions toggles. See About Syncro's AI Features for more information.
• This feature is designed for dispatchers reviewing a queue of unassigned tickets. To see suggestions, you must be in a Ticket View that includes unassigned tickets. Views filtered to a specific technician will not display pending suggestions.
• After enabling Ticket Priority Suggestions or Ticket Technician Assignment Suggestions, the system silently builds a skill matrix for each technician based on up to 100 resolved tickets from the past three months. This process can take up to 24 hours. Tech recommendations may not appear until this initial analysis is complete.