Monday morning
Monday morning: run the day from the Schedule board
It's Monday morning and the weekend left a few things behind. One pass catches all of it: the dashboard says what Elise already handled and what still needs a person, the real day board shows who is booked and who is open, and two doors, a manual pick or Dispatch with Elise, clear whatever is left sitting unclaimed. Nothing waits past the first coffee.
What you will have
- Read the dashboard's overnight summary and tell what Elise already handled from what still needs a person.
- Find the actual day-at-a-glance board, which does not live where its own name points, and read who is booked and who is open.
- Read a Needs Attention count of zero correctly, and know when it is hiding real unclaimed work instead of reporting none.
- Hand an unclaimed ticket to a tech by name, or let Elise's pod waterfall pick one instead.
- Read the two pod shapes behind the board, Owner and Specialty, that decide where a ticket can land.
- Check the board again once the morning's picks are in, and see the difference between assigned and scheduled.
Why it works this way
The board named Dispatch does not carry the day's timeline. Team > Dispatch only holds Tag Estimates and Preview; the actual day-at-a-glance view, every pod, every tech, every scheduled ticket, lives at Service Desk > Schedule instead.
The Needs Attention card is scoped to the pods you belong to, not to the tenant. An admin who is not a member of any pod reads zero here even while real unclaimed tickets sit in the pod's own grab pile, visible one level down on the board's own ticket list.
A manual pick on Assigned To moves ownership only. It leaves Scheduling reading "Not scheduled", where clicking Dispatch with Elise both assigns the ticket through the same pod waterfall and books a slot on the winning tech's calendar.
A client's Default Ticket Assignee outranks the pod waterfall entirely. Once one is set, every new ticket for that client goes straight to that person and Elise's dispatch never runs for them at all.
Steps
Start at the dashboard and read what Elise did overnight.
The "While you were away" card reads it in one line: "3 tickets came in. I also scheduled 1 ticket onto a tech's calendar. 3 need a human - start below," with a "1 scheduled" chip underneath. The stat row alongside it turns that into numbers: 0 my open, 3 SLA risk, 0 customer replied, 2 unassigned, $0.00 revenue this month. The "Start here" list names the three that need a human directly: #3 Server room AC failure and #2 Second workstation also down, both SLA breached 6 hours 42 minutes ago, and #4 Front-desk printer offline, breaching in 18 minutes, all three already on jordan.reyes and all three at Bluebird Dental.
Start at the dashboard and read what Elise did overnight. Open Service Desk > Schedule, the real day-at-a-glance board.
Its own subtitle says exactly what it is: "Day timeline of scheduled tickets across pods and techs - who is working what, and when." Today's row already carries the one ticket the dashboard mentioned: under the Escalations pod, marco.ellis has #6 Front desk phone has no dial tone booked 3:47 PM to 4:59 PM, the block Elise placed on his calendar overnight. Help Desk's own three techs, jordan.reyes, renee.castillo, and marco.ellis again, sit alongside it since marco.ellis belongs to both pods at once.
Open Service Desk > Schedule, the real day-at-a-glance board. Open the Help Desk board and read Needs Attention.
It reads 0, with its own reason spelled out underneath: "Nothing needs your attention right now. Unclaimed tickets are listed for the pods you belong to, and you are not in a pod yet." That is the honest answer for this login, not a sign the board is empty of work; the next step shows what is actually sitting there.
Open the Help Desk board and read Needs Attention. Read the ticket list one level down for the real unclaimed pile.
Two rows read Unassigned in the Assigned To column: #8 Email rule forwarding to an old address and #7 New hire laptop setup, starts Wednesday, both at Bluebird Dental, both Low priority, both New. An unclaimed ticket has no tech on it yet; it is not untouched, and it is not lost, it is just waiting for one of the two doors the next two steps use.
Read the ticket list one level down for the real unclaimed pile. Hand ticket #7 to a tech by name.
Opening the Assigned To combobox on the ticket toolbar and picking renee.castillo moves it immediately; Assigned To now reads renee.castillo in place of Unassigned. This is the plain manual door: pick whoever should own it, for whatever reason, and it is theirs.
Note: A manual pick only changes ownership. The ticket's Scheduling card still reads "Not scheduled" afterward; nothing books a calendar slot unless you click Schedule or Dispatch with Elise separately.Hand ticket #7 to a tech by name. On ticket #8, click Dispatch with Elise instead.
The button sits in the Scheduling card, right next to Schedule, while the ticket is still Unassigned with nothing booked yet. Clicking it runs the same pod waterfall that placed ticket #6 overnight, live, on this ticket, right now.
On ticket #8, click Dispatch with Elise instead. Read what the waterfall picked.
Assigned To now reads marco.ellis, the same tech ticket #6 landed on overnight; the Scheduling card adds its own line, "Elise scheduled this ticket," with a slot the next morning, Sep 16, 8:00 AM to 9:12 AM, marked Planned. Elise reached past today's calendar to the next business day rather than leaving the ticket unscheduled; that is a real outcome of dispatch, not a stall.
Read what the waterfall picked. Open Team > Pods to see the shapes behind the board.
Escalations is Specialty, tagged network and security, 1 member, 0 clients, since a Specialty pod never owns a client and only catches a skill-routed handoff. Help Desk carries the System badge, is Owner, 3 members, 1 client, Bluebird Dental, the default target for anything that is not a specialty match or a dedicated tech. Both read SLA Auto-Escalate Off, the shipped default: Elise proposes an escalation on the Command Center instead of climbing tiers or crossing pods on her own.
Open Team > Pods to see the shapes behind the board. Check Schedule again to close out the first pass.
The board now carries three separate facts side by side: marco.ellis has #6 booked 3:47 PM to 4:59 PM, renee.castillo has #5 Waiting room monitor stuck on setup screen booked 3:44 PM to 4:56 PM from an earlier ticket, and jordan.reyes's row still shows no new blocks despite carrying the three SLA-risk tickets from the dashboard. Ticket #7, manually assigned to renee.castillo in step 5, does not appear here at all; a manual pick moved ownership, not a calendar slot, so it never earned a place on this board.
Check Schedule again to close out the first pass.
The pages behind each click
Other ways to do this
Claim, from inside a pod
A tech who is actually a member of the pod sees the same unclaimed rows on their own Needs Attention card, with a Claim button on each one. Clicking Claim takes the ticket immediately and, by default, opens it.
Bulk assign
Select several tickets at once on the All Tickets list and choose a bulk reassign action; every selected ticket moves to the same tech through one pass instead of opening each one.
Elise, in chat
Ask her to check the Approval Queue's neighbor, the Needs Attention pile, or to assign or dispatch a specific ticket by number; the same underlying actions run, credited to her with the asking tech named underneath.
If it did not work
- If Needs Attention reads 0 but you know unclaimed work exists, check whether this login is actually a member of any pod (Team > Pods > that pod > Members); the count is scoped to your own pods, not the whole tenant.
- If a ticket still reads "Not scheduled" after you hand-pick an assignee, that is expected; only Dispatch with Elise, or a manual Schedule, books a slot on the calendar.
- If Dispatch with Elise lands a ticket tomorrow morning instead of today, today's calendar had no room left; Elise moved to the next business day rather than leave the ticket unscheduled.
- If a client's tickets keep landing on one tech no matter what the pod or the waterfall would otherwise pick, check that client's Default Ticket Assignee (Clients > that client > Settings); it outranks dispatch until it is cleared.
Questions this page answers
Why do I see unclaimed tickets that are not mine?
That is on purpose. An unclaimed ticket in a pod belongs to the whole pod. So the Unclaimed rows show the grab pile for every pod you are in. That holds whatever your tier, and whichever way the Mine and Pod toggle is set. If you would rather not see them, turn the Unclaimed pool bucket off at My Settings > Display. If you are in no pod, you see no unclaimed pile at all.
What is the Schedule page for?
It is one day at a glance: every pod, each tech in it, and the tickets on their calendars, laid out by time and coloured by priority. Use the arrows or "Jump to date" to move day to day, and "Today" to come back. Click any block to open the ticket.
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