Feature Spotlight
Smart Ticket Routing
Never leave a ticket unassigned again.
Why MSPs choose Aerie Smart Ticket Routing
Dispatchers spend hours manually reading and assigning incoming tickets to the right technician.
Aerie Dispatch uses skill-based routing and AI payload analysis to automatically route tickets to the most qualified, available tech.
Skill-Based Routing
Ensure complex network issues only go to Tier 3.
Availability Sync
Checks live calendars to prevent assigning to techs on PTO or lunch.
Load Balancing
Prevents burnout by distributing work evenly across your team.
Frequently Asked Questions
Can I override automated dispatch?
Yes, manual overrides are one click away. You always have full control over ticket assignments.
How does skill-based routing work?
You tag technicians with skills (e.g., networking, M365, security). Incoming tickets are analysed and routed to the most qualified, available tech automatically.
Does dispatch check technician availability?
Yes. It syncs with live calendars to prevent assigning tickets to techs who are on PTO, in meetings, or at lunch.
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