Dispatch Layer
AI helpdesk triage — inbox to assigned ticket in 15 seconds
3 followers
AI helpdesk triage — inbox to assigned ticket in 15 seconds
3 followers
Your support inbox is chaos. Emails get lost, manually forwarded, and SLAs slip through the cracks. Dispatch Layer connects to your M365 shared mailbox and automatically triages every support email with GPT-4o — categorising, prioritising, and routing it to the right engineer in under 15 seconds. ✅ AI triage & categorisation ✅ Auto-assigned tickets in 15 seconds ✅ Real-time SLA tracking & escalation alerts ✅ Built for UK SMBs & IT teams ✅ Live in under 30 minutes
Hey Product Hunt! 👋
I built Dispatch Layer after watching small UK businesses drown in support email chaos - tickets going to the wrong person, SLAs missed, zero visibility.
The idea is simple: your M365 mailbox stays exactly as-is, but every inbound support email gets read by AI, triaged, categorised, and routed to the right team member - automatically, in under 15 seconds.
No forwarding rules. No shared mailbox free-for-alls. No manual ticket creation.
Would love to hear from anyone running a support team - what's your biggest pain right now? Happy to answer any questions!
Hey PH! 👋
Quick update on Dispatch Layer — our AI helpdesk for small IT teams.
We just shipped TOTP multi-factor authentication across all plans — Starter, Professional, Enterprise. No upgrade required, no add-on fee.
Works with Microsoft Authenticator, Google Authenticator, Authy — anything TOTP standard.
What's included:
🔐 6-digit TOTP codes via any authenticator app
🔑 10 one-time backup codes per user (for lost phone recovery)
🛡 Brute-force login protection (rate-limited per IP)
📋 Every MFA event logged to the append-only audit trail
🏢 Still single-tenant — your instance, your data, nobody else's
Also shipped this week:
✅ Resolved tickets column on the workboard — team leads can now see completed work alongside active tickets
✅ Security section on the landing page — transparent about what's included on every plan
We believe security is a baseline, not a premium feature. Happy to answer any questions below 👇
A milestone update on Dispatch Layer.
Two things we are proud to share:
• SEIS Advance Assurance from HMRC, an external mark of confidence in the company as we build.
• Our first paying customer is live in production, handling real triage work every day.
For anyone new to Dispatch Layer: it is the AI dispatch layer for shared support mailboxes. An email arrives. Within seconds it is read, triaged, routed to the right engineer, and logged in a full audit trail. Not a chatbot. A production pipeline with confidence scores and a genuine system of record.
Also shipped recently: admin account recovery with password and MFA reset, and clearer priority insight on the dashboard. Security stays standard on every plan: multi-factor authentication, an append-only audit log, single-tenant isolation.
We will keep building and sharing as we go.
🎉 Product Update
Just shipped two major features this week:
1️⃣ Team Collaboration Inside Every Ticket — Engineers and team leads can now leave internal notes directly on tickets with "@ mentions". No more WhatsApp pings getting lost. Collaboration stays in context.
2️⃣ Contract Awareness Built Into AI Triage — When a ticket arrives from a customer on a Critical SLA retainer, our AI factors that into priority assessment automatically. Team sees contract tier, hours remaining, and renewal date right on the ticket.
For MSPs managing 50+ contracts with different SLA obligations, this is the difference between a breach and a renewal.
Thanks for the love on launch day 🙏 We're building fast!
📰Update:
⚡ Dispatch Layer: Automated Ticket Triage in 15 Seconds
We built an AI triage engine that does what support teams spend hours on every day—sorting, categorizing, and routing tickets.
The Problem:
MSPs and support teams waste 8+ hours a week on manual ticket triage. A ticket lands in your inbox. Someone reads it. Categorizes it. Assigns it. Repeat 200 times a day.
The Solution:
Dispatch Layer uses GPT-4o to understand tickets in context. Automatically:
• Detects the right category (Router down? CCTV fault? SIM card issue? Access control?)
• Routes to the right engineer or queue
• Prioritizes by SLA and customer VIP status
• Shows confidence scores—you see what's certain vs. what needs review
By the Numbers:
✅ 15 seconds: inbox to assigned ticket
✅ 70%+ confidence on category detection
✅ 8 hours saved per week (real MSP data)
✅ 40% faster response times
✅ Zero setup needed
Who This Is For:
• Managed Service Providers (MSPs) managing 100+ customers
• IT support teams at enterprises
• Help desk operators buried in ticket backlog
• Anyone who'd rather solve problems than sort emails
📖 Featured on KrispiTech: https://krispitech.com/from-inbox-to-assigned-ticket-in-15-seconds-inside-dispatch-layers-ai-triage-pipeline/