Dispatcher Agent
Route new tickets to the right team and person. This page includes how to write prompts that work.
What it does. When a ticket is created, the agent reads it, picks a team, then picks a person on that team, and assigns it.
How it decides. Not by keywords. It compares the ticket against the description you write for each team, and optionally for each person. If routing is wrong, the description is wrong. That is the one thing to remember from this page.
AI Triage
Dispatch Configuration
The collapsible Dispatch Configuration section holds the settings that apply to every decision this agent makes. Click Expand to open it.
| Setting | What it does | What we recommend |
|---|---|---|
| Dispatch Instructions | Rules that apply to every routing decision. Team and member details are appended automatically, so do not repeat them here. Up to 1,200 characters. | Two or three rules, such as “route by affected service first” and “never assign to someone on leave”. |
| Use Team Routing Prompts | On, the agent picks a team and then a person inside it. Off, it assigns the team only and leaves the person to you. | Leave it on unless your teams do their own intake. With it off, the whole Members step is skipped. |
| When no one matches the required skill | What happens when nobody is a confident match. Three options: Leave unassigned — a human triages it (default), Assign the closest expertise — always someone, and Assign the project lead. | Leave it unassigned and let your existing queue process handle it. Guessing is worse than not guessing. |
| Issue Types | Only these issue types are dispatched. Leave it empty to allow all of them. | Empty, until you find a type that should never be routed automatically. |
| Only process tickets matching this JQL | A JQL filter evaluated before anything else. A ticket that does not match is left completely alone — no model call, no decision, no audit entry. | The cheapest scope control the app has, and the one to reach for when you want to pilot on part of a desk rather than all of it. The field validates the query as you type. |
Before anything else: the Teams connection
Teams come from Atlassian Teams, so the app needs credentials to read them. This is a global setting: enter it once in Jira → Apps → AI Triage → Connection and every project uses it.
- 1Atlassian Email — the email of an Atlassian admin with organisation access.
- 2API Token — create one at
id.atlassian.com/manage-profile/security/api-tokens, signed in as that account. - 3Organization ID — the app discovers it from the token. Only override it if you have more than one organisation.
- 4Click Validate & Connect, then Save Connection. If it fails, the message tells you which of the three values is wrong.
Step 1 — Teams
In Project settings → AI Triage → Dispatcher Agent, the Routing Setup card has two steps. Step 1 lists your Atlassian teams with a search box and a checkbox each. Tick the teams that should receive tickets from this service desk; the ones you pick appear as chips underneath.
Then give each selected team a routing prompt under Team Routing Prompts: a plain description of what that team handles. A team with No prompt shows an Add link, and until you fill it in the agent has nothing to match against.
| Prompt that misroutes | Prompt that works |
|---|---|
| Handles infrastructure. | Owns authentication, single sign-on, API gateways and anything about logging in. Does not handle laptops or other hardware. |
| Second-level support. | Laptops, peripherals, operating system images, printers and VPN client problems. Sends network outages to Platform Engineering. |
| Does data things. | Owns the data warehouse, the ETL jobs and the BI dashboards. Does not handle application databases, which belong to the product teams. |
Step 2 — Members (optional)
You can add a short description per person, such as “Expert in password resets, Active Directory and access permissions”. The agent uses it to pick the best individual inside the team it chose.
Agents can also write their own, under Personal settings → My Skills. That is the better route: it keeps the descriptions current without an administrator in the loop.
My Skills
SaveTell the Dispatcher Agent what you are the right person for.