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Sync Autotask technician Skills for dispatch

Feature RequestIntegration

Today Neo pulls technician Skills & Certifications from ConnectWise only. For Autotask clients, dispatch relies on an expertise profile built from historical ticket history — the native Autotask Skills field on Resources is not read.

Ask: Sync Autotask Resource Skills (and ideally Certifications) the same way we do for ConnectWise, and factor them into dispatch decisions alongside the historical profile.

Why it matters: MSPs already maintain Skills in Autotask (security, network, M365, vertical expertise). Ignoring them means Neo is rediscovering what the MSP already curated, and makes "why was this routed to X?" harder to justify to admins who expect Skills to drive routing.

Scope:

  • Pull Skills from Autotask Resource entities on the same 10-day cadence as CW

  • Persist to the same technician metadata table

  • Feed into the dispatch agent ranking signal

Posted by Ryan ·
Status: Completed1 comment

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Comments1

  • Ryan

    Team•

    Oct 6

    Dispatch now reads the skills you set on each Autotask resource and uses them when it picks a technician.