The dispatcher command centre for Jira Service Management. A live map of technicians and jobs with per-stop road routing, a drag-and-drop schedule and board to assign and advance status in place, and Live status to see who's travelling, on site or paused right now — all on top of your existing JSM projects, statuses and SLAs.
Everything a dispatcher needs to run a field service operation — all inside JSM.
Dispatchers need a birds-eye view of the entire field operation — who's available, where they are, what's assigned and what's at risk. DispatchDesk puts all of that on one screen inside Jira Service Management.
The landing dashboard — the six numbers a dispatcher checks first (unassigned, SLAs at risk, techs working, scheduled today, in flight, total open), each deep-linking to the view that owns it.
A geographic plan of the day: tickets as SLA-coloured pins, technicians at their admin-set start location, job sites geocoded from your existing JSM address fields.
One toggle opens a side panel listing every technician's current state — heading to a job with ETA, on site, paused, driving to a depot, or free. Click any job to open it, or filter to "Active only" to see who's in motion. From workflow status and timestamps — no GPS.
Three distinct shapes keep a busy map legible — avatar pins for technicians, slate building pins for company locations, SLA-coloured dots for jobs. Tune size and style under Settings → Map.
With a routing provider configured, DispatchDesk draws a routed itinerary — current location to each stop, with the distance and drive time of every leg and a day's total. Hover any leg on the map for its own figures.
Drag tickets to technicians on the map or board to assign or reassign — written back to Jira instantly, no reload, no custom field.
The Schedule shows the day as it happens — Travelling, On Site and Paused jobs placed from real status transitions, technicians as swimlanes, in Day and Week views.
An in-flight block is a plan (estimated length, tech's colour); a completed block is a record (actual visit window, green check). Hover either for the per-phase breakdown.
By default the Schedule shows the day's finished jobs as read-only blocks at real duration — finished, in-progress and parked in one timeline. Schedule-only, remembered per browser.
Track internal work — drive-home, office runs, vehicle service, training — as tickets in a dedicated Jira project. They show on the tech's swimlane and stay off the Board, Map and Today views. Optional.
The Board sorted by priority and SLA urgency, with breached / critical / warning sections and configurable thresholds. Reads Jira's native SLAs — complements dedicated SLA apps.
Parked work doesn't get forgotten: a Paused card flags a ticket once it's been paused past a configurable threshold (default 24h). Appears only when something is actually paused.
Place a technician on the map from Map → Pin a technician: pick a tech, click their start location. Semi-persistent — updated as needed, not streamed.
Built-in Available / On holiday / Sick leave plus your own editable statuses (rename, recolour, mark unavailable), each with a date-first "valid until" — so a "back tomorrow" badge clears itself overnight, no morning cleanup.
Send a tech to an office, depot or home from their map popup and the live direction line re-routes with a travel-time tooltip — no Jira ticket needed. "Drive home" wins even over a queued trip.
Pick your actual field techs once, and the Board, Map, Schedule and Team page all narrow to that set — no scrolling past admins or customer-facing agents.
Map any combination of street, postal code, city and country fields; DispatchDesk composes and geocodes the address to drop a real pin. Results cached 30 days to keep quota predictable.
Set each technician's home address once: the Map uses it as their morning position and routing ends the day back home — no per-day pinning, no "Drive Home" tickets.
Model every place your team goes — offices, depots, garages, training centres — in Settings → Locations. Each gets a distinct building marker whose popup shows the five nearest technicians.
Point a ticket at a configured location via a single-select field and it inherits that location's coordinates — so an internal "Drive to office" job routes correctly with no address typed on it.
Split a field force the way you run it — regions, per-dispatcher coverage, HVAC vs plumbing — and the Board filter gains one-click team toggles. A view filter, not a permission change; memberships can overlap.
Kanban dispatching: every open ticket grouped by assigned technician, an Unassigned column always in view, one-click assign/reassign, plus search and priority filter.
Point DispatchDesk at your own text fields — a problem/issue field and a solution field — to show what's wrong and what was done on every card, under the summary or in place of it. The ticket key always stays visible.
Tickets due beyond a threshold fold into a collapsible "Future tickets" strip — counted, soonest-due first — instead of vanishing. Built for automation that generates tickets months ahead.
Admins choose which Jira statuses count as "dispatchable", so the dashboard hides triage, approval and customer-wait states the dispatcher doesn't act on.
Map any Jira field under Settings → Field Mappings → Exclude tickets from DispatchDesk: when that field has any value, the ticket disappears from every view — Board, Map, Schedule, Unassigned, SLA Risk and Today — even if assigned. Pairs naturally with a Jira Automation rule. Opt-in, off by default.
Every board card and schedule block carries a Next-step pill, so dispatchers advance the workflow status in place — no detail drawer needed.
Optional, off by default: assigning a ticket also advances it from your Planned to your Assigned status — unassigning reverts it. Only that hand-off syncs, and Jira's workflow stays the authority.
A ticket a technician is actively on — Travelling or On Site — can't be reassigned out from under them; pause it first. Stops accidental changes that would break the live picture.
Colour tickets by six dispatching phases — Planned, Assigned, Travelling, On Site, Paused, Done — instead of Jira's three coarse categories. The same mapping drives the Schedule and status read-outs.
A first-run wizard walks a new admin through connecting a JSM project, mapping the essentials and (optionally) wiring a routing key — so the first five minutes have a clear path, not an empty dashboard. After that, the settings hub keeps showing a ✓ on each configured section, plus import/export and a searchable help panel. Existing installs unaffected.
Comprehensive security and privacy documentation for enterprise reviews. View security page →
All data — config, availability, pinned locations — stays in Forge KVS, in your Atlassian residency region. With routing on, only coordinates (and a ticket's address fields, if geocoding) reach your chosen provider. Privacy →
The only required external call is to api.atlassian.com. Map base tiles load client-side from OpenStreetMap. Routing — if enabled — goes directly from your Atlassian instance to your routing provider on your API key.
Pick OpenRouteService (free tier, EU-hosted) or Mapbox (paid, traffic-aware). DispatchDesk never holds a shared routing account, so your dispatch coordinates never mix with another customer's traffic.
Performance and reliability for larger installs: paginated ticket loading with a configurable ceiling — no silent cap at 100 tickets, and when a ceiling is reached it's shown, not hidden — plus tab-aware auto-refresh that pauses when the browser tab is hidden to save API quota and skips redundant updates, dark-mode polish and consistent date/time formatting throughout.
Technician home addresses never surface in the day-to-day dispatcher views — the "Set technician location" tool opens with a blank field (set a new one, or leave the current value untouched), and route legs show "Home", not the address. Read-only users see "ask your administrator" instead of dead-end Settings prompts. Markers stay where they should, even when a ticket lands on a status you haven't mapped.
DispatchDesk reads Jira's workflow history to show where each job is right now: who's travelling, who's on site, what's paused, and since when. You get this two ways — the whole team in the Map's Live status panel (above), or a single job in its detail drawer (the cards below). It's live operational awareness for the dispatcher — read straight from status transitions, never guessed. To be clear about what it is not: this is not time logging. DispatchDesk never writes to Jira worklogs, and what you see here is a live picture of the day for the dispatcher — not a timesheet, and not a figure for reports, billing or payroll.
An in-flight ticket's drawer leads with a colour-coded block: the current phase and time in it ("On Site — for 47m") and the concrete moments ("Departed 09:23", "Arrived 10:45").
A closed ticket shows an at-a-glance recap — when it started and finished, how it tracked against the estimate. A read for situational review, not a logged or reportable duration.
On the Schedule, an in-flight block is drawn at its estimated length, a completed block at the actual window — always explicit about which is which.
A built-in admin view that answers three questions at a glance — is the team using DispatchDesk, what shipped this week, and what is the team telling us — without sending a single byte to an external analytics service.
Privacy-safe counts of how the team uses DispatchDesk — views opened, tickets assigned, statuses advanced, route lookups — broken down per view. Counts only: no ticket content, no per-user activity log.
A summary of jobs completed in the recent window, each with its SLA outcome (met / breached) and active time (travel + on-site) — drawn from the same workflow history the Schedule uses, so the numbers match what the dispatcher saw on the day.
Feedback your team sends from the Help panel's feedback box, collected into a single inbox an admin can read. Their voice, kept inside your Atlassian site — not routed to us.
Routes that follow actual roads with distance and travel-time estimates — driven by a routing provider you choose and pay for directly.
The Routes button opens a per-technician picker — show one tech's route, compare several, or the whole team at once. With several selected the panel becomes an accordion: expand any technician's stop order without disturbing the rest.
Button on each assigned ticket. Draws the route from the assigned technician to that job, with distance and ETA.
Button on each unassigned ticket. Surfaces the closest technicians by road distance so you can assign on facts, not eyeballing the map.
Button on each technician's popup. Draws the full planned sequence through their open queue, ending back home when a home address is set.
Each customer configures their own routing provider and API key. DispatchDesk is software — not a data sub-processor — and never holds a shared routing account. The GPS coordinates of admin-pinned technician locations and ticket job sites go directly from your Atlassian instance to your provider, on your key.
| Provider | What you get | Free tier |
|---|---|---|
| OpenRouteService | EU-hosted, free for most teams. Distance + ETA without traffic. | 2,000 requests/day |
| Mapbox | Traffic-aware ETAs and global coverage. Paid once you exceed the free tier. | 100,000 requests/month |
DispatchDesk's price does not include routing — you bring your own provider account. Pricing on each provider's website.
Later, re-test the saved key or clear the geocoding cache from the same screen — no re-pasting, handy after a corrected address or a provider switch.
No. DispatchDesk is licensed via the Atlassian Marketplace; routing is a separate, customer-owned relationship with your chosen provider. For most small and mid-sized teams the provider's free tier is enough.
Leave Settings → Routing unconfigured. The map still loads technician and ticket markers, drag-and-drop assignment still works, and no requests are ever made to a routing provider.
The GPS coordinates of admin-pinned technician locations and ticket job sites are sent to the routing provider you configured, on your API key, only when an admin has set up routing and a user explicitly triggers one of the four route interactions. When address geocoding is enabled, a ticket's address fields are sent to the same provider, on the same key, to resolve them into map coordinates (which are cached for 30 days). No live technician GPS stream exists — locations are admin-pinned, semi-persistent. There is no shared routing account, no shared quota, and no aggregation across customers.
OpenRouteService if you want EU-hosted infrastructure and a generous free tier. Mapbox if you need traffic-aware ETAs or higher volume. You can switch providers any time by replacing the key in Settings → Routing.
Map base tiles load client-side from OpenStreetMap. No ticket data, user data or authentication tokens are sent — only standard public tile requests at the coordinates currently displayed.
OpenRouteService publishes a self-host option. If you point DispatchDesk at a self-hosted endpoint compatible with the OpenRouteService API, it works the same way as the hosted service. Contact support@3t-apps.com if you need help wiring this up.
DispatchDesk is the dispatcher's command centre. TechDesk is the technician's mobile dashboard. Together they give you a complete field service operation — sharing Jira as the single source of truth, with no sync layer and no middleware.
Learn about TechDesk →Now live on the Atlassian Marketplace.