Route tickets right the first time by building detailed technician profiles in your PSA. Track technical skills, certifications like Cisco or Microsoft, past performance, soft skills, and customer feedback ratings so dispatch knows who handles what.
So in order to get the ticket to the right technician the first time, we need to understand each technician's skill sets. And this can start with an up-to-date database of every technician, what their qualifications, experience, past performance was. We can categorize their skill sets into technical proficiency, maybe network setup or software troubleshooting. It could be certifications, maybe they have Cisco or Microsoft certifications, and then maybe even soft skills, so customer communication or problem solving. You can create different profiles for each technician, includes their areas of expertise, certifications, preferred types of tickets, and customer feedback ratings. I know that in ConnectWise we have the skills and certifications area, and you can actually build all of that into the PSA. So if your PSA allows for that, I think that's a great place to store that information.
