Ah, ticketing—the lifeblood of every MSP. Whether it’s a simple password reset or an urgent “my printer is leaking toner” cry for help, how those tickets get into the hands of your techs can make or break your day (and sometimes your sanity).
When I first started my MSP, we were small—just me and two techs, jokingly called “The Dream Team.” Back then, self-dispatching felt like the Wild West: grab a ticket, fix the problem, and move on. But as we grew to 15 techs, that chaos started to feel less like a dream and more like a recurring nightmare. That’s when I discovered the curious world of centralized dispatch.
Today, we’re pitting these two ticketing titans against each other to help you decide what works best for your team.
What Is Self-Dispatching?
Imagine a buffet where techs grab tickets like plates of food. Sounds great, right? Everyone’s happy until someone hogs all the dessert (aka easy tickets) and leaves the broccoli (complex jobs) for everyone else.
Benefits of Self-Dispatching:
- Freedom for Techs: Your team gets to choose what they want to work on, which can be empowering and efficient—at least in theory.
- Fast Reaction Times: Got a tech who lives for solving network alerts? Self-dispatching lets them jump in ASAP.
But oh, the challenges:
- Cherry-Picking Galore: As we scaled, I noticed certain tickets were mysteriously left untouched. Who wouldn’t want to fix a simple email issue instead of tackling a full server migration?
- Inequity: One day, I looked up and realized that one tech had handled 30 tickets while another had only done 3. Cue awkward team meeting.
- Scalability Problems: Self-dispatching worked when we were small, but as the team grew, it turned into a game of Ticket Jenga—one wrong move, and the whole system collapsed.
What Is Centralized Dispatch?
Enter the centralized dispatch model, where one brave soul (or a team of them) is tasked with handing out tickets like a referee at a soccer game.
Why It Works:
- Fair Workload Distribution: No more fights over who gets to work on the “fun” tickets. A dispatcher makes sure everyone gets an equal share of easy and hard tasks.
- Streamlined Prioritization: Remember when we almost missed a critical server failure because it got buried under 15 password resets? Yeah, a dispatcher prevents that.
But It’s Not All Sunshine and Rainbows:
- Bottlenecks Happen: Once, our dispatcher called in sick, and suddenly, chaos reigned supreme. Tickets were stuck in limbo, and clients weren’t happy.
- Costs Add Up: Hiring a dedicated dispatcher can feel like a luxury when you’re pinching pennies to grow your MSP.
- Overhead Frustrations: It’s not uncommon for dispatchers to accidentally overthink assignments, leading to delays instead of solutions.
Key Differences Between Self-Dispatch and Centralized Dispatch
1. Scalability
- Self-dispatching scales about as well as a paper airplane in a windstorm. By the time we hit 10 techs, we were drowning in inefficiencies.
- Centralized dispatch can scale if you hire additional dispatchers or embrace automation tools.
2. Efficiency
- Self-dispatch works well for small teams who communicate constantly.
- Centralized dispatch shines when you have multiple clients with varying levels of urgency.
3. Employee Satisfaction
- Some techs love the freedom of self-dispatch. Others thrive with structure. I once had a tech tell me, “Please don’t make me choose tickets; just tell me what to do.”
4. Customer Experience
- Self-dispatch can result in uneven service quality if techs cherry-pick tickets.
- Centralized dispatch keeps things consistent but may slightly delay the response time for less urgent issues.
Hybrid Approaches: Combining the Best of Both Worlds
Here’s where things get spicy: you don’t have to pick one model and stick to it forever. As we scaled, we started experimenting with hybrid setups:
- Pods: We divided our team into groups, each with its own dispatcher, and found a rhythm that worked.
- Tiered Teams: Our Tier 1 techs self-dispatched easy tickets, while complex issues went through a dispatcher to Tier 2 or 3.
