# Home

> Your helpdesk at a glance. Home shows today's tickets, how busy each channel is, how tenants are feeling and who on your team is stretched.

**Find it in:** Home

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/home/*

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## What's on Home

Home is the page you land on when you sign in. From top to bottom it shows:

- **Today's tickets.** Everything raised since midnight, newest first.
- **Overview.** Tenant tone, call, chat and email volume, ticket status and staff workload, all for the period you choose.
- **Recent Conversation and Quick links.** These are in the right-hand column on wider screens.

![The top of Home: a welcome line, then Today's tickets with each ticket's status, urgency, assignee and age.](https://facilio.com/help/helpdesk-guide/screens/home.webp)
*Fig. 1 — The top of Home: a welcome line, then **Today's tickets** with each ticket's status, urgency, assignee and age.*

## Today's tickets

![Today's tickets: status, code, subject, urgency, assignee and age on every row.](https://facilio.com/help/helpdesk-guide/screens/home-focus-tickets.webp)
*Fig. 2 — **Today's tickets**: status, code, subject, urgency, assignee and age on every row.*

Each row shows the ticket's status, its code (for example **TKT-2043**), the subject, the urgency bars, who it's assigned to and how long ago it came in. Click any row to open the ticket.

The assignee column tells you what Atom has done:

| What you see | What it means |
| --- | --- |
| Name with a green tick | The ticket is assigned. Hover to see **Auto-assigned by Atom** when Atom assigned it on its own |
| Name with the Atom ✦ badge and an `Assign` button | Atom recommends this technician. Hover to see the match score, then click `Assign` to accept |
| **Finding a match…** | Atom is still working out who should take it |
| **—** | No technician yet |

Five tickets show by default. Click `View more` to see up to fifteen.

## Overview

The **Overview** section summarises activity for one period. Everything in Overview updates together.

### How to change the reporting period

1. Scroll to **Overview** and click the period chip on the right (it starts on `Today`).

![Choose Today, Yesterday, This Week, This Month or This Year.](https://facilio.com/help/helpdesk-guide/screens/how-home-period-1-menu.webp)
*Fig. 3 — Choose **Today**, **Yesterday**, **This Week**, **This Month** or **This Year**.*

2. Choose a period. Tone Analysis, Calls, Chats, Emails and Ticket Operations all update.

![The Overview now shows This Week.](https://facilio.com/help/helpdesk-guide/screens/how-home-period-2-this-week.webp)
*Fig. 4 — The Overview now shows **This Week**.*

![Tone Analysis, channel volumes and Ticket Operations, all for the selected period.](https://facilio.com/help/helpdesk-guide/screens/home-overview.webp)
*Fig. 5 — Tone Analysis, channel volumes and **Ticket Operations**, all for the selected period.*

### Tone Analysis

![Tone Analysis: a one-line read of the mood, and the split across five tones.](https://facilio.com/help/helpdesk-guide/screens/home-focus-tone.webp)
*Fig. 6 — **Tone Analysis**: a one-line read of the mood, and the split across five tones.*

Atom reads every conversation and sorts it into one of five tones: **Urgent**, **Frustrated**, **Concerned**, **Calm** and **Satisfied**. A one-line summary explains the mood. Hover over a part of the bar to see the count and percentage.

### Calls, Chats and Emails

Each card shows the total for the period, the change against the previous period and a small trend line. **Calls** is split into phone and web calls, and **Chats** into WhatsApp and web chat.

![Calls: 38 today, up 22.6% on yesterday. The small figures underneath split phone calls from web calls.](https://facilio.com/help/helpdesk-guide/screens/home-focus-calls.webp)
*Fig. 7 — **Calls**: 38 today, up 22.6% on yesterday. The small figures underneath split phone calls from web calls.*

![Chats: WhatsApp and web chat together, with the split underneath.](https://facilio.com/help/helpdesk-guide/screens/home-focus-chats.webp)
*Fig. 8 — **Chats**: WhatsApp and web chat together, with the split underneath.*

![Emails: a fall shows in red, with the trend line alongside.](https://facilio.com/help/helpdesk-guide/screens/home-focus-emails.webp)
*Fig. 9 — **Emails**: a fall shows in red, with the trend line alongside.*

### Ticket Operations

![Ticket Operations: today's tickets by priority on the left, and by status around the donut.](https://facilio.com/help/helpdesk-guide/screens/home-focus-ticket-ops.webp)
*Fig. 10 — **Ticket Operations**: today's tickets by priority on the left, and by status around the donut.*

A single card showing how many tickets came in, how many are still open and how many are resolved. It breaks them down by priority (**Emergency**, **Urgent**, **Not urgent**) and by status (**Created**, **In Progress**, **Resolved**, **Closed**, **Rejected**).

> Click a status row, or the donut chart, to open **Tickets** already filtered to that status and period.

### Staff workload

![Staff workload: open tickets per technician, busiest first.](https://facilio.com/help/helpdesk-guide/screens/home-focus-workload.webp)
*Fig. 11 — **Staff workload**: open tickets per technician, busiest first.*

The number of open tickets each technician has right now, busiest first. Click `View all` for the whole team, or click a name to open that technician's profile.

## Recent Conversation and Quick links

![The right-hand column: Recent Conversation, then Quick links.](https://facilio.com/help/helpdesk-guide/screens/home-focus-recent.webp)
*Fig. 12 — The right-hand column: **Recent Conversation**, then **Quick links**.*

- **Recent Conversation** lists the latest calls, chats and emails. Click one to open it in the [Inbox](https://facilio.com/help/helpdesk-guide/inbox/).
- **Invite your team** takes you to Settings › Users.
- **Having an issue?** opens a short form to report a problem to Facilio.

### How to report a problem to Facilio

1. On Home, click **Having an issue?** under **Quick links**.
2. Choose the **Feature** it's about, describe what went wrong under **Describe the issue**, and click `Submit`.

![The Report an issue form.](https://facilio.com/help/helpdesk-guide/screens/how-home-report-1-dialog.webp)
*Fig. 13 — The **Report an issue** form.*

> **Note:** While your account is on a free trial, Home also shows **Your trial number**. Verify a few of your own phone numbers (the limit is shown on the card) so you can call or WhatsApp your agent and test it. To let anyone reach it, buy a number in Settings.