Freshservice Work Calendar allows agents to easily visualize the tickets, problems, changes, releases, and tasks assigned to them and get an overview of all the items they need to work on, with the click of a button. In addition to items assigned to them, they can also choose to view unassigned items or those assigned to other agents or agent groups.
The calendar can be accessed at any point from here.
The default view is of the Task Calendar within Work Calendar. You can select a different module or view all the work items that are accessible to you from here.
By default, the work items are shown on the calendar using these dates:
|Changes||When either of these dates are available - Planned Start Date/ Planned End Date|
|Releases||When either of these dates are available - Planned Start Date/ Planned End Date|
|Project Tasks||When either of these dates are available - Planned Start Date/ Planned End Date|
When the workload management module is enabled, agents can additionally choose to view tickets, problems and tasks using planned dates.
To get a quick overview of the work item, you can simply hover on it.
Clicking on "View details" will open a slider that contains more details of the work item.
In order to ensure that the calendar is readable, there's a limit on the number of items that are displayed on the calendar. The limit is 100 items for the day-level view, 250 items for the week-level view, and 500 items for the month-level view. If the number of items is larger than this for the chosen filters, you can either choose to view the first 100/250/500 items or apply additional filters to reduce the number of eligible items.
For example, Daniel had chosen to view all the items assigned to him in a week. As the number of items exceeded 250, he was shown this warning after which Daniel chose to change the view to day-level and narrow down the number of items that will be displayed on the calendar.