The current Work Calendar functions as a static view of pre-scheduled tickets. This limits its effectiveness in environments where priorities shift frequently e.g. MSP environments.
Key gaps:
-
No drag-and-drop rescheduling
Adjusting scheduled work requires manually editing date/time fields via a side panel. This is inefficient compared to dragging the ticket to the desired date/timeslot. -
No integrated queue visibility
There is no ability to view an agent’s unscheduled tickets alongside their calendar. As new or higher-priority tickets are logged, there is no visibility of that incoming work within this view, making it difficult to quickly reschedule or reassign existing commitments. -
High friction scheduling model
Scheduling (using planned start and end time/date) requires opening individual tickets and manually setting values, rather than assigning work directly from a centralised view.
Requested enhancements:
- Enable full drag-and-drop scheduling across dates and time slots
- Introduce a combined queue + calendar view to allow direct dispatching of unscheduled work
- Support scheduling and rescheduling without opening the ticket
