The Overview tab gives team Owners a picture of the team's workload and service at a glance: how many tickets are open, what's overdue, and how the work is spread across the team.
- Who sees it: team Owners only. Editors don't see Overview in the menu, and opening its address takes them to All tickets.
- How to open it: click Overview in the Desk menu, next to All tickets.
What's on the page
Everything on the Overview shows the current state of the team you're viewing. The header reads Overview: and the team name. Open tickets are tickets in any status except Done; deleted tickets are never counted.
Summary cards
| Card | What it shows |
|---|---|
| Total open tickets | How many of the team's tickets are open right now |
| Overdue rate | How many open tickets are past their due date, and what share of all open tickets that is, for example 4 overdue (15%). Tickets without a due date are never overdue |
Open tickets chart
A donut chart of the team's open tickets, split one of two ways. Switch with the toggle above the chart:
- Assignee (default): how many open tickets each team member holds, plus Unassigned. Use it to spot uneven workloads.
- Statuses: how many open tickets are in each status.
The chart shows up to six slices; smaller groups are combined into Other. Click the expand icon to open a larger view that lists each group's count and percentage.
Unassigned tickets
The right side of the page lists up to five tickets that no one owns yet. Tickets at risk of missing their SLA are listed first, then the newest. From each row you can:
- Pick a team member to assign it right away. It moves to To do and leaves the list.
- Click Review details to open the ticket.
Click View all tickets to go to the full board. The list is hidden when every ticket is assigned.
High-priority tickets
A table of every open ticket with Urgent priority, newest first, with its ID, title, requester, assignee, due date, status and priority. Overdue due dates are highlighted. You can change the assignee right in the table, and clicking a row opens the ticket.
The due-dates calendar
The Tickets due dates calendar shows the current month, Monday to Sunday, and how many open tickets are due on each day. The darker a day is shaded, the more tickets are due compared to the busiest day of the month (from Few to Many). Hover a day to see the count, for example 3 tickets due.
Tickets without a due date, and Done tickets, aren't included.
Acting from the Overview
The Overview is a starting point. These parts take you straight to the work:
| On the Overview | Click it to |
|---|---|
| A shaded day on the calendar | Open the board filtered to the tickets due that day |
| An unassigned ticket | Assign it, or open it with Review details |
| View all tickets | Go to the full board |
| A row in High-priority tickets | Open that ticket |
The summary cards and the chart are for reading only. The page has no date-range or other filters, and it reloads when the team's tickets change. If you're a member of more than one team, you can switch between them from the header.
Wrap up
You have now learned how to:
- Read the team's open and overdue numbers.
- See how open tickets are split by assignee or status.
- Assign waiting tickets and review urgent ones.
- Use the calendar to find what's due and jump to those tickets.
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