Dispatcher: Inbound Routing
Routes incoming tickets based on conditions (subject, email, product, source). Runs once on ticket creation. Fast first-assignment.
Observer: Post-Update
Triggers when tickets change — status update, priority bump, reply added. Used for SLA escalations, satisfaction follow-ups.
Supervisor: Time-Based
Runs periodically. ‘Tickets open > 24h and untouched’. Escalations, reminders, batch updates.
Scenarios
One-click agent actions — categorize, assign, reply with template. Manual but speeds repetitive work.
Governance
Document rules. Disable rather than delete. Review quarterly — dispatcher spaghetti builds up.