Overview
The Assigned tab gives you a bird's-eye view of your team's active workload. Where the Unassigned tab is about managing what has not been picked up yet, the Assigned tab is about managing what is already in your technicians' hands.
From here, you can see every technician's assigned tickets at a glance, assess whether workloads are balanced across the team, and take action when someone needs help or a specific ticket needs extra attention. It is your primary tool for staying on top of team capacity throughout the day and responding quickly when circumstances change.
Understanding Team Workload at a Glance
The Assigned tab is organized by technician, giving you a clear picture of each team member's current workload without having to dig through individual queues or ask around.
For each technician, you can see:
Their full list of assigned ticket cards, each displaying key information including ticket number, client name, ticket summary, priority, status, and how long the ticket has been open.
SLA indicators on individual tickets, so you can spot at-risk tickets within a technician's queue without needing to open them.
Ticket status tags that show whether a ticket is actively being worked, waiting on a client, on hold, or in another status, giving you a clear sense of the quality of each technician's workload, not just the quantity.
Total ticket count per technician, visible at a glance so you can quickly assess who has a healthy load and who may be overwhelmed or underutilized.
A technician with a healthy ticket load is one who has enough active work to stay productive without being stretched too thin. When you can see the full team laid out in one view, it becomes much easier to make informed decisions about where to redistribute work, who has capacity to take on more, and who might need some relief before their queue becomes unmanageable.
Sending a TimeZest Scheduling Request
Scheduling requests can also be sent from the Assigned tab, giving you flexibility to initiate a client appointment even after a ticket has been assigned to a technician.
The Send TimeZest option is available on individual ticket cards within each technician's queue. This is useful in situations where a scheduling need becomes apparent after the ticket has already been pulled, such as when a technician determines mid-work that a call with the client is necessary, or when a previously scheduled appointment needs to be replaced.
Sending a request from the Assigned tab works the same way as it does from the Unassigned tab. Clicking Send TimeZest opens the standard TimeZest scheduling flow, where you select the appointment type and confirm the technician. The client receives a scheduling link immediately and can book a time that works for them. Any workflows tied to the appointment type will trigger as expected.
Since the ticket is already assigned to a technician at this stage, the scheduling request will typically default to that technician's availability. Confirm the technician selection before sending to make sure the client is booking with the right person.
Reassigning Tickets
One of the capabilities in the Assigned tab is the ability to reassign a ticket from one technician to another.
The most frequent scenario is when a technician calls out sick for the day. Their assigned tickets do not disappear, and those clients still need service. Rather than leaving those tickets idle or waiting for the tech to return, you can reassign them directly from the Assigned tab to another technician who has the capacity and the skill set to pick them up.
Reassignment is also useful outside of sick day coverage. If you notice that one technician's queue is growing faster than they can work through it while another technician has room to take on more, you can rebalance without waiting for the situation to become a problem.
To reassign a ticket, select it from the technician's queue and assign it to the technician who will be taking it over. The ticket will move out of the original technician's view and into the receiving technician's Ready to Work section.
The Assigned tab gives you the dispatching control layer that sits on top of your team's active work. Used alongside the Unassigned tab, it gives you full visibility into the entire ticket lifecycle from the moment a ticket is triaged through to resolution. For a complete picture of your team's day, including scheduled appointments alongside their ticket queues, use the Calendar tab in combination with the Assigned tab. Seeing both together is what allows you to make truly informed decisions about workload, coverage, and client commitments in real time.