Turn shared mailbox emails into Simpro jobs
Every email in your shared mailbox becomes a ticket with the right customer, a priority and an SLA clock. When it turns out to be real work, one action creates the Simpro job with the details already filled in.
Not ready to commit? Ask about a 30-day pilot, with results agreed up front.
The retyping is the problem
Work arrives in a shared mailbox. Someone reads it, decides what matters, then opens Simpro and types it in again. That retyping is where detail gets lost and where the morning goes.
Portals were meant to fix this. Customers ignore portals. They send email, and they will keep sending email, so the mailbox is the thing that has to get better rather than the thing to replace.
Dispatch Layer sits in front of that mailbox. Your team works a queue instead of an inbox, and Simpro keeps doing what it already does well. How the shared mailbox helpdesk works.
From email to job
Email arrives
Dispatch Layer reads your shared mailbox, on Microsoft 365 or Google Workspace, every sixty seconds. Nobody sorts an inbox by hand, and nothing sits unread because the person who usually reads it is on site.
It is triaged
Each message is classified against your own categories, matched to the right customer, given a priority and a confidence score. Anything unclear or commercial is held for a person to look at.
A ticket opens
The ticket carries an SLA clock drawn from that customer's contract rather than a generic default, then routes to the right queue or engineer.
The Simpro job is raised
When a ticket turns out to be real work, one action creates the job with the customer, site and description already filled in. Stage changes come back onto the ticket on their own.
A job is never created without someone choosing to create it, and a ticket status is never changed automatically by Simpro. The two systems report to each other rather than driving each other.
Results in production
Jobs raised in a minute or two, not a quarter of an hour
Time to raise a job
About 80% less time on every job, with fewer jobs missed because the whole team can see what is coming in.
“Raising a job used to take us 10 to 15 minutes. Now the basics are done in a minute or two, and we miss fewer jobs because we can see everything coming in.”
Built to be trusted with your build
Simpro API access is all or nothing, with no granular permissions available. Since the credential cannot be limited, we limit ourselves. A connection can be set read-only, where customers, sites and job stages are readable and nothing can be created. That is how we connect to any production build for the first time.
Every customer runs on their own isolated deployment with their own database. Role-based access control, multi-factor authentication and an append-only audit log come on every plan, not as an upgrade.
Common questions
- What does Dispatch Layer do with my Simpro build?
- It reads customers, sites and job stages so a ticket can be matched to the right record. When someone chooses to raise work, it creates a job or a quote. It does not touch anything else, and a connection can be set read-only, where it can read but create nothing at all. That is how we connect to a production build for the first time.
- Will it create jobs on its own?
- No. A job is never created without a person choosing to create it, and Simpro never changes a ticket's status by itself. The two systems report to each other rather than driving each other.
- Do I need to create an API application in Simpro?
- No. You sign in with Simpro using the standard authorisation flow, choose the company if your build has more than one, and that is the connection made.
- Does it work with a multi-company build?
- Yes. If your build has more than one company you choose which one to connect after signing in, and every job and quote is raised against that company.
- What happens to a job after it is raised?
- Stage changes flow back onto the ticket automatically, so whoever logged the request can see the work is progressing without asking. Where work needs pricing first, a quote can be raised the same way.
- We use Google Workspace, not Microsoft 365. Can we still use it?
- Yes. Dispatch Layer reads Microsoft 365 and Google Workspace mailboxes. Your Google admin approves access to the support mailbox once, and Dispatch Layer reads and replies from it from then on.
- Where does our data live, and can we withdraw access?
- Every customer runs on their own isolated deployment with their own database. Access can be withdrawn from your Simpro build at any time, and doing so stops all access immediately.
See it on your own mailbox
The connection starts read-only, so nothing can be created in your build until you decide otherwise.