Calendar & Dispatching helps you manage technician schedules, assign tickets, and track scheduled work from a single calendar view. You can view team workloads, schedule tickets using drag and drop, and monitor ticket priorities and SLAs.
1. Access Calendar & Dispatching
Open Calendar & Dispatching from the left navigation menu.
The page has two main sections:
Ticket panel: Displays unassigned tickets available for scheduling, with search, board selection, and filtering options.
Calendar: Displays scheduled tickets and activities across technicians or dates.
2. Calendar Views
Use the options at the top of the page to change how schedules are displayed.
Option | Description |
Day | View schedules for a selected day. |
Week | View schedules across seven days. |
My calendar | View tickets and activities scheduled for you. |
Team calendar | View schedules across team members. |
Use the previous and next arrows to navigate between dates or weeks.
Selecting Team Members
In the weekly team calendar, team members appear above the calendar.
Select a team member to view their scheduled work for the selected week.
In the daily team calendar, each technician has a separate column showing their scheduled tickets and activities.
3. Search and Filter Tickets
The left panel helps you find tickets that need to be scheduled.
Search Tickets
Use Search tickets to find tickets by entering a search term.
Filter by Board
Click All boards.
Search for or select the required board.
The ticket list updates to display tickets from that board.
Select All boards to view tickets across all available boards.
Advanced Filters
Click the Filter icon beside the board selector.
The available filter categories are:
SLA: SLA breached, SLA at risk, SLA on track, SLA paused.
Priority: Filter tickets by priority.
Status: Filter tickets by ticket status.
Sort: Organize the ticket list.
Select the required options and click Apply. Use Clear all to reset the filters.
4. Calendar Colors and SLA Indicators
Calendar events can be color-coded to help you identify important information.
Click the Colour by option at the top-right of the calendar.
Colour by | Description |
Event type | Distinguish tickets, recurring tickets, and activities. |
Priority | Identify tickets by Critical, High, Medium, or Low priority. |
First response SLA | Display tickets based on their first response SLA status. |
Resolution SLA | Display tickets based on their resolution SLA status. |
The corresponding color legend appears when you select an option.
For SLA-based colors, the available indicators include On Track, Paused, At Risk, Breached, Met, and Scheduled.
Filter Calendar Events
Use the All dropdown to filter calendar events by:
SLA breached
SLA at risk
SLA paused
SLA on track
Critical, High, Medium, or Low priority tickets
Select All to display all events.
5. Schedule Tickets
You can schedule tickets by dragging them from the ticket panel onto the calendar.
Find the ticket in the left panel.
Drag the ticket onto the required technician's calendar.
Drop it at the preferred date and time.
The assignment window opens with the selected technician and scheduling details.
Review or update the information.
Click Assign.
The ticket appears on the technician's calendar at the scheduled time.
Assignment Details
The assignment window includes:
Field | Description |
Assignee | Technician receiving the ticket. |
Status | Ticket status. |
Start date & time | Scheduled start of the work. |
Ends in | Duration of the scheduled work. |
Private note | Optional internal note for the ticket. |
Customer and User | Customer and associated user. |
Priority and Board | Ticket priority and board. |
Summary and Description | Ticket information. |
For the duration, select 15, 30, 60, or 90 minutes, or choose Custom.
The total scheduled duration is displayed before confirming the assignment.
6. View Technician Skills and Utilization
In Team calendar, you can view each technician's workload, utilization, and skills to help decide who should handle a ticket.
Hover over a technician's name or avatar at the top of the calendar.
A details panel opens displaying:
Technician name and role: The team member's name and role.
Utilization: The technician's current workload percentage, displayed with a progress bar.
Scheduled workload: The number of tickets and total scheduled hours.
Skills: The technician's skills grouped by proficiency level, such as Beginner, Intermediate, and Expert.
Use Search skill to find a specific skill within the technician's profile.
This helps you review technician expertise and workload before assigning or rescheduling tickets.
7. Manage Unscheduled Tickets
Tickets assigned to a technician without a scheduled time appear in the Unscheduled tickets section above their calendar.
To schedule one:
Click Unscheduled tickets under the technician's name.
A panel opens showing their unscheduled tickets (move the panel if required).
Search or filter the tickets if needed.
Drag a ticket onto the required calendar time slot.
Review the scheduling details and click Assign.
You can also drag an unscheduled ticket to another technician's calendar to update its assignment.
8. View and Edit Scheduled Tickets
Click a scheduled ticket on the calendar to view its details.
The ticket preview displays information such as:
Ticket ID, summary, and description
Scheduled date and time
Status and priority
SLA information
Customer and user details
Edit a Scheduled Ticket
Open the ticket from the calendar.
Click the Edit icon.
Update the assignee, status, date, time, duration, or other available fields.
Add a private note if required.
Click Save changes.
The calendar updates to reflect the saved changes.
Unassign a Ticket
Open the scheduled ticket.
Click the Unassign option.
Confirm the action when prompted.
Unassigning removes the ticket's current assignment from the calendar without deleting the ticket.
9. Create Tickets and Activities
Click + New at the top-right of Calendar & Dispatching.
The creation window provides options for New ticket and New activity.
Create a New Ticket
Select New ticket.
Enter the ticket summary and description.
Select the customer and user.
Set the priority, status, board, and assignee.
Choose the start date, time, and duration.
Click Create.
The ticket is created with the selected details and appears on the calendar when scheduled.
Create a New Activity
Click + New.
Select New activity.
Enter the required activity and scheduling details.
Save the activity.
The activity appears in the calendar for its scheduled time.
10. Create Tickets and Activities from the Calendar
You can also create a ticket or activity directly from the calendar without using the + New button.
Right-click an available time slot in any calendar column.
Select New ticket or New activity.
Enter the required details.
Review the scheduled date and time.
Click Create.
Note: Tickets or activities created using this right-click option are assigned to yourself, regardless of which calendar column you right-click.
11. Managing Team Workloads
Use Team calendar to review scheduled work across technicians and identify available time slots.
You can:
Compare schedules across team members.
Identify overlapping scheduled tickets.
Review unscheduled work for each technician.
Move tickets between technicians using drag and drop.
Use priority and SLA colors to identify tickets requiring attention.
Changes made through Calendar & Dispatching are reflected in the corresponding ticket records.