Wes Spencer explains how to track technician skills in your PSA or spreadsheet so you dispatch tickets accurately. Technicians need to report new certifications and flag mis-assigned work so your records stay current and future dispatches match their actual abilities.
If you don't have this information in your PSA, keeping that in maybe like a spreadsheet that you can refer to. Over time, you're gonna learn all the different technicians and what their skill sets are, but it's definitely helpful, especially when you're coming into a new company, if you can have something to refer to to find that information. All right, so something that's really important when it comes to dispatching tickets to the right technicians is to have a continuous learning and feedback loop. So we wanna have open communication with those technicians, and they can provide you updates with their skill sets, you know, They're generally going through continuous learning, getting new certifications, learning new skill sets, and they need to be able to communicate that back to you so that you know what types of tickets they can take in the future. And then having a feedback loop where if they've been dispatched a ticket that doesn't meet their skill set, they can communicate that back to you so that you understand for next time who that should go to.
