Why is Dispatch Pro not working?
If Dispatch Pro isn't working as expected, run the troubleshooter tool on individual job appointments to identify and resolve potential issues. If after running the troubleshooter you need further assistance, you can report an issue directly to our support specialist team.
For more on how to do this, see Run the Dispatch Pro troubleshooter tool.
How can I troubleshoot issues with route optimization in Dispatch Pro?
To optimize routing, review and adjust your Dispatch Pro Routing settings. For more on how to do this, see Adjust Dispatch Pro Routing Settings.
You can also run the Dispatch Pro troubleshooter tool to see if there are any issues you can resolve that might affect routing. For more on how to do this, see Run the Dispatch Pro troubleshooter tool.
Will jobs in Dispatch Pro be assigned according to the business unit and skillset?
Yes, Dispatch Pro looks at business units or zones, whichever is configured for your account, and it also looks at technician skills when considering assignments.
For more on how this works, see the How does Dispatch Pro work? section of Dispatch Pro overview.
Why is Dispatch Pro not running and not assigning technicians to jobs?
If it seems like Dispatch Pro isn't running, keep in mind that during your business hours, Dispatch Pro reshuffles your Dispatch Board for job assignments every 10 minutes. Outside of business hours, it reshuffles the board every hour.
For more on how Dispatch Pro works, see the How does Dispatch Pro work? section of Dispatch Pro overview.
Why will Dispatch Pro not activate?
If Dispatch Pro won't turn on when you try to enable it, check for issues found during the setup check. Any critical issues must be resolved before Dispatch Pro can activate.
For more on how to resolve setup check issues, see Dispatch Pro setup step 2: Resolve issues found by the Dispatch Pro setup check.
Why does my capacity planning not work correctly in Dispatch Pro?
Make sure your office fully understands ACP before turning it on. For more, see Adjustable Capacity Planning (ACP) overview.
ACP helps CSRs book the right number of jobs to avoid overbooking or underbooking. When the Dispatch Board is overbooked, Dispatch Pro might leave some jobs unassigned. When the Dispatch Board is underbooked, Dispatch Pro is likely to fill the day for the best-performing technicians first, leaving newer and non-performing technicians without work.
When using larger arrival windows, we recommend that you compare the Dispatch Board to the Get Availability grid when booking jobs. This helps you estimate how full the window is and allows you to override the default start time if needed so jobs aren't stacked on the Dispatch Board. For more, see Manage job booking with Adjustable Capacity Planning (ACP).
How do I turn off certain technicians in the advanced settings of Dispatch Pro?
To disable Dispatch Pro for certain technicians, go to Settings > Dispatch Pro > Settings > Technician Settings. From there, change the Dispatch Pro status to Off next to the technicians you want to remove from Dispatch Pro.
For more, see Adjust Dispatch Pro Technician Settings.
What should I do if a technician is double-booked?
If you manually assign a technician to a job at the same time as Dispatch Pro (resulting in double-booking), the manual job is kept and the Dispatch Pro job is removed. The Dispatch Pro toggle is also disabled on the job record.
If turning on the Technician-specific Job toggle on a job leads to a double booking, Dispatch Pro shifts the start time within the arrival window to try to avoid overlap. If double-booking can't be avoided, Dispatchers should use the Dispatch Pro technician performance report to help them decide how to proceed.
How can I understand the Dispatch Pro technician performance report?
For details on understanding the Dispatch Pro technician performance report, see Dispatch Pro Technician Performance report template.
For more on the settings behind technician performance, see Adjust Dispatch Pro Technician Ranking Settings.
Why aren't all of my appointments rolling over to Dispatch Pro?
Jobs may go from assigned to unassigned or vice versa as Dispatch Pro runs. All jobs unassigned by Dispatch Pro will have an alert explaining the reason.
Dispatch Pro will not:
Assign a job to a technician who is on an on-call shift, a time off shift, or has a non-job event.
Assign multi-technician or multi-day jobs.
Place a job on the Dispatch Board before or after its arrival window or business hours.
Assign a job that is not Dispatch Pro-enabled.
Is it possible to turn off Dispatch Pro on the weekends or after hours?
Take the following steps to prevent Dispatch Pro from running on weekends or after hours:
Ensure Regular technician shifts are only set for when you want Dispatch Pro to run during weekday business hours. Dispatch Pro only assigns technicians it sees as available in Regular shifts, it doesn't look at On-Call shifts.
If you don't use shifts, Dispatch Pro assumes your technicians are available within your business hours. Ensure your business hours in ServiceTitan are only set for when you want Dispatch Pro to run during the week.
What should I do if Dispatch Pro jumps arrival windows?
If there are no arrival windows, Dispatch Pro assumes any time within your business hours can be used for each job. If it looks like Dispatch Pro is jumping arrival windows, try the following:
Make sure to create actual arrival windows. Dispatch Pro can't read from notes; it can only follow your time frames if you set up and use arrival windows.
Check that your arrival windows are set up properly. Also, check question 2.1 in Dispatch Pro locking jobs settings. If it's set to 0 min, Dispatch Pro will assign all the way up to the last minute of the window. For example, if the arrival window is set from 8:00 AM–10:00 AM, and setting 2.1 is set to 0 min, Dispatch Pro can assign the job at 10:00 AM but not at 10:01 AM.
How do I set up arrival windows in Dispatch Pro?
We recommend that you set up large arrival windows to provide scheduling flexibility. The larger the window, the more flexibility Dispatch Pro has to optimize booked jobs.
For example, set arrival windows that last all day. Alternatively, you can set one window in the AM and one window in the PM to cover the whole day.
If you provide specific arrival times for some jobs, like guaranteeing the first job, you can create a short arrival window to make sure a technician arrives on time. For example, 7:30–8:00 AM to guarantee 8:00 AM arrival.
Dispatch Pro always abides by your arrival window. If it looks like Dispatch Pro is jumping arrival windows, check that your arrival windows are set up properly. Also, check question 2.1 in Dispatch Pro Locking Jobs Settings. If it's set to 0 min, Dispatch Pro will assign all the way up to the last minute of the window.
What are the default arrival windows in Dispatch Pro?
If you don't use use arrival windows, Dispatch Pro assumes a job can be done at any time within your business hours set in ServiceTitan.