Right tech, right ticket, right time
Assignment is one of those things that looks easy until you scale. Orbit makes it deliberate: every ticket gets the right tech based on skill, current load, client familiarity, and SLA — and reassignments are tracked so nothing gets lost.
Who it's for
- MSPs balancing capacity across techs
- Field service teams dispatching on-site work
- Help desks routing tickets by skill or specialty
- Service managers managing utilization
Pain points we solve
- Senior techs overloaded while juniors sit idle
- Clients getting a new face every ticket
- No way to see who's over capacity until it's too late
- Dispatchers making the same routing decisions over and over
How Orbit fits
Orbit's assignment model balances four signals: skill match, current load, client familiarity, and SLA priority. You can assign manually with that data visible, or let rules route tickets automatically and override when needed.
What Orbit delivers
Capacity-aware assignment
See each tech's open ticket count and time committed before assigning. No more black-hole assignments.
Skill and tier matching
Tag tickets with required skills; tag techs with their skills. Only matching techs surface as options.
Client-familiarity preference
Where it helps, default to the tech who already knows the account — but with explicit overrides.
Rule-based auto-assignment
Optionally let rules assign tickets on creation based on client, type, or SLA tier.
Reassignment tracking
Every reassignment is logged with reason, so you can spot churn patterns and improve routing.
When teams reach for this
- Round-robin assignment across a Tier 1 queue
- Dispatching field techs by region
- Routing security tickets to the security specialist
- Premium client tickets routed to the dedicated account engineer
Frequently asked questions
- Can a ticket have multiple owners?
- There's always one primary owner, but tickets support collaborators who can comment and log time without owning the resolution.
- How does Orbit handle vacation or out-of-office?
- Out-of-office can be set per tech. Auto-assignment and recurring tickets skip OOO techs and route to the team queue or a backup.
Want to see how this works in Orbit?
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