The support workspace

Your landing page for working the desk, rather than the general dashboard — what needs you right now, in one screen.

When you would use this: as the first thing you open when you sit down to work tickets.

What you see: a row of counted tiles — Mine, Unassigned in my departments, Breaching soon, Overdue, Waiting on customer, Internal requests, and Escalated to Veilux — each one a link straight into the queue already filtered to match. "Unassigned in my departments" only ever counts the departments you are a member of, even if your permission would otherwise let you see every department's queue; it is deliberately the narrower of the two. Below the tiles, where there is enough happening to chart: open tickets by department, and your own median time to a first reply over the last week.

Available / Away: open your name in the top right — the switch there marks every department you belong to as available or away in one action, and a dot on your own avatar shows which one you are in from anywhere in the product. There is no way to be available in one department and away in another. Being away is read by automatic assignment (see "The queue and working a ticket") to skip you when a new ticket is handed out; it does not hide tickets already assigned to you. It only appears once you belong to a department — there is nothing to mark available or away before then.

When it refuses: "The support workspace is not available to your role" means you hold neither of the two ticket-reading permissions — ask an Owner or Admin.