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.
Who has access to the Work Calendar module?
All users who have enabled the Workload Management module have access to the Work Calendar module. The Work Calendar module can be accessed by Project Only users as well and will only be able to see project tasks.
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:
| Tickets | Due Date |
| Problems | Due Date |
| 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 |
| Tasks | Due 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.
Logic used to plot items on the calendar
An agent’s work hours or schedule is not used to plot items in the Change calendar. Below are few examples of how plotting is done:
Changes have a planned start & end time. Say a change (for eg Maintenance Window) is starting from Monday (9 am) and ending on Saturday (5pm).
The change will be plotted as:
Monday: From 9am to 12am
Tuesday to Friday: As an all-day task (12 am -12 am)
Saturday: From 12 am to 5 pm
If a change is planned from Monday (12 am) to Tuesday (12am), the change will be plotted as an all-day task
If a change is planned from Monday (12 am) to Tuesday (12:15 am), it will be plotted as:
Monday: As an all-day task (12 am -12 am (Tuesday))
Tuesday: 15 min (12 am to 12:15 am)
Please note:
The height of the bars in the work calendar is fixed, irrespective of whether the schedule is for 10/20/30 minutes. This is to allow readability. Hence the height of the bar should not be interpreted and considered for timing differentiation.
The user’s working hours and holidays are not taken into account while plotting; only start & end date are taken into consideration.
Only one of the planned dates (i.e start or end date) is needed to plot
Colours Used for Modules
Each of the items/modules have a different color to distinguish them visually. If the user chooses all, the plot will display multiple colors to showcase the respective modules.
Colour legend for the above screen is as below:
Colour legend for the above screen is as below:
