The Workload page: new tickets, who's busy, and unassigned work

Workload (in the sidebar, under Work) shows the team's work in one place: tickets and project cards together. Use it to catch new tickets, see who has too much on, and hand out anything nobody owns.

It has five tabs: New, Members, Backlog, Unassigned and Project Board. Click a ticket to open it in a side panel without leaving the page, or a card to open its details.

The icon at the top right switches between the Compact view and the Comfortable view. Your choice is remembered on this device.

New

A good first stop in the morning. It lists unresolved tickets on your desks in two groups:

• Never seen by an agent: nobody on the team has opened the ticket yet (looking back up to 30 days).
• Created in the last 24 hours: new tickets that someone has already opened.

Once an agent opens a ticket it counts as seen, but it stays under the second heading until it's 24 hours old. Desks switched to Hide from dashboards & counters are left out.

Members

Pick a teammate from the row of people at the top (the busiest are first). You'll see:

• How many active cards and active tickets they have, and how many tickets are on hold. Active tickets are everything not closed: Open, Customer responded, Pending and On Hold.
• Their project cards: in progress, to do, and anything finished in the last 7 days.
• Their unresolved tickets, with an SLA breached label on any that have missed a target.

New card creates a project card assigned straight to that person.

People who are away, on leave or absent have a grey dot on their avatar in the row. If you manage their desk, the header shows their status (such as "Absent" or "On leave, back 14 Oct") with Mark absent, Schedule leave and Mark available buttons, for example when someone calls in sick. Hand over tickets moves their open tickets on the desks you manage back to the queue or to a colleague. See Away, on leave or absent: your availability and what happens to your tickets.

Backlog

Every To Do card across your active projects, grouped by project. Click a project's heading to collapse or expand it. Use it to plan what to pick up next.

Unassigned

Everything active that nobody owns:

• Project cards that aren't done and have no one on them.
• Tickets that aren't closed and have no assignee.

Desks hidden from dashboards and counters are left out. Assign from here to make sure nothing slips through.

Project Board

A full project board inside Workload. Pick a project from the list; the page remembers the last one you opened on this device.

How Workload relates to Home and Reports

• The Unassigned tab lists the same kind of tickets as the Unassigned tile on Home.
• The Members tab counts every unresolved ticket a person holds. Home's Team Workload counts only tickets in the Open status, so its numbers are usually smaller.

For more on the numbers elsewhere, see Why don't the numbers on Home and Reports match?