What's on my Home page? Tiles, streak and your performance

Home (the first item in the sidebar) is your start-of-day view: how much work is waiting across the team, what's yours, and how you're doing. Everything on it is live, so it updates as tickets change.

If you'd rather start the day on your Daily Brief, turn on Make my home there. See Stay on top: Daily Brief, notifications and IntelliDesk on your phone.

The tiles

The row of tiles across the top counts tickets on every help desk in the workspace, except desks switched to Hide from dashboards & counters. Click a tile to open the matching list.

Unresolved: every ticket not closed: Open, Customer responded, Pending and On Hold. Opens the inbox.
Open: tickets in the Open status only.
Unassigned: unresolved tickets with no owner.
Pending and On Hold: tickets in those statuses.
SLA breached now: unresolved tickets that have already missed an SLA target. Opens the inbox filtered to them.
In Progress Cards: project cards in the In Progress stage, across all active projects.

A tile with nothing in it is faded out. Live chats the AI is still handling on its own and trashed tickets aren't counted.

When there are SLA breaches or unassigned tickets, shortcut buttons appear below the tiles (for example "3 unassigned tickets waiting → View & assign").

Your streak

At the top right is your streak: the number of consecutive workdays (Monday to Friday) on which you closed at least one ticket assigned to you. Weekends don't break it. If you haven't closed anything yet today, your streak from the last workday is still alive, and Home reminds you, for example "Resolve a ticket today to keep your 4-day streak alive". Your best streak is shown underneath.

Your Performance

This card covers tickets assigned to you:

The bar chart shows how many you resolved on each of the last 7 days (today and the six before it), in your workspace's time zone.
Resolved (7 days): the total of those bars.
Median 1st response (30 days): the median business time to the first public reply on your tickets created in the last 30 days. Underneath, you'll see how much faster or slower that is than the whole team.
Resolved this month: tickets you closed this calendar month. Your best month! appears when this is your highest month so far.

Tickets count for whoever they're assigned to now. If a colleague closes a ticket that's assigned to you, it counts for you.

For the fuller picture (replies, reply time, SLA, CSAT and more), open Reports → Agents and click a name to see that agent's scorecard.

Your work and the team's

My Open Tickets: up to five of your unresolved tickets, most recent activity first. View all opens the inbox filtered to your tickets.
My Project Cards: up to five project cards you're on that aren't done.
Team Workload: each teammate's tickets in the Open status and their in-progress cards. Click a person to open the inbox filtered to their tickets.
Up for Grabs: recent unassigned tickets, newest first. View all opens every unassigned ticket.
Recently Resolved: the latest tickets closed by the team, and who they were assigned to.

Why Home and Reports can differ

Home counts every desk that isn't hidden, whether or not you're a member of it. Reports and Overview count every desk for organization admins, and only the desks you're a member of for everyone else. Home also uses fixed windows (7 days, 30 days, this month) where Reports follow your date range. See Why don't the numbers on Home and Reports match?