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Work your day

Editorial illustration of a blank card being lifted from a daily stack toward a focus ring.

Use My Day to work the plan for today, then complete each item in its task or ticket. The list on this page is the plan. The record is where the work lives.

Who this is for

Section titled “Who this is for”

Agency team members who work assigned tasks and tickets. Opening My Day does not require a special Dashboard permission. Completing a task requires Edit Processes. Updating a ticket requires the same ticket permissions you use in Tickets.

Before you begin

Section titled “Before you begin”
  • Open My Day ( /dashboard/my (opens in new tab) ) and stay on Today.
  • Confirm My Workday is the selected page tab.
  • If No work schedule configured is showing, ask an administrator to add your work schedule so capacity matches your hours.

Start the next item

Section titled “Start the next item”
  1. Look at Right Now.
  2. If the card shows Ready to start, select it to begin the first Today’s List item.
  3. If work is already running, use Pause, Resume, or Stop when those actions appear. Use Complete to finish the item in peek.
  4. If the card shows Up first, time tracks as you work that item. Select the title to open it.
  5. If the card shows Your plan is clear, promote something from Overflow or the side panel.

Previously returns to the last item you were tracking. Notes on the Right Now card stay with the current focus.

Capacity in the Right Now header compares planned Today time to your available window. Amber means the plan is over capacity. Day off appears when today is not a working day.

Work Today’s List

Section titled “Work Today’s List”
  1. Find Today’s List.
  2. Use List view for a compact queue, or Day view to pace items across the work window.
  3. Drag the handle on a row to change order. The first work item is the start target when nothing is already running.
  4. Use Search today’s list… to find a row by title or details.
  5. Open the row menu to Open, Complete, Snooze 1 hour, Snooze tomorrow, or Snooze next week.

To insert a break or a new task:

  1. Hover a row and select the plus control on the left seam.
  2. Choose Add Break or Create Task.
  3. For a break, enter Length (minutes) in Add break. Breaks reserve time and are not timed as work. Use Edit break or Remove break from the row menu later.
My Day Today layout with Right Now, Up Next, Today's List, and the triage side panel
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Promote Overflow and triage

Section titled “Promote Overflow and triage”
  1. Open Overflow if it is collapsed.
  2. Use Search overflow… when the list is long.
  3. Select Today on a row to put that item on Today’s List.
  4. In Up Next, select Coming up to preview the next planned item. Select Suggested to insert that triage pick at the front of Today, or dismiss it with the close control.
  5. In the side panel, open Escalations, Mentions, or Tickets. Select a row to handle it. Clear all removes mentions from My Day.

Watching is follow-only. Overseeing and Delegated is a management pulse for exceptions, not a full assignment list.

Overseeing and Delegated exceptions with on-track counts and Full list links
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Review Timeline

Section titled “Review Timeline”
  1. Select Timeline.
  2. Confirm the date in the header. Use Previous day, the date control, Next day, or Today.
  3. Read Activity for completions, assignments, replies, comments, and other events from that date.
  4. Read Time tracked for time recorded that day.

Empty states are No activity yet and No tracked time.

Timeline Activity and Time tracked columns for the selected date
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Expected result

Section titled “Expected result”
  • Right Now shows the item you started or the next ready item.
  • Today’s List order matches the sequence you set.
  • Promoted Overflow rows appear on Today’s List and count toward capacity.
  • Snoozed rows leave Today’s List for the chosen window.
  • Timeline shows activity and tracked time for the date you selected.

Troubleshooting

Section titled “Troubleshooting”
SymptomLikely causeWhat to do
Today’s List shows Your day is clearNothing is planned for todaySelect Today on an Overflow row, or open an item from Escalations, Mentions, or Tickets
Ready to start is missingTime is tracking automatically, or nothing is on Today’s ListUse Up first when it appears, or add an item to Today’s List
Capacity is amberPlanned Today time is over the available windowSnooze or leave extra items in Overflow so the plan matches the day
No work schedule configuredYour work hours are not setAsk an administrator to add your work schedule
Team Command or Agency Pulse is missingThose tabs need Owner, Admin, or the matching Dashboard permissionStay on My Workday, or ask an owner to grant the Dashboard permission
You cannot complete the itemThe task or ticket permission is missingAsk an owner to grant Edit Processes or the matching ticket permission

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