Ticket Overload

Does your team health suffer from working over capacity and having too ambitious goals?

Purpose

This report gauges your team's health by comparing it to the industry benchmark on capacity. In particular, it provides insights into the team ticket load and each team member over time.

A high ticket load means having many tickets assigned to a contributor simultaneously. This might lead to overloading that contributor or poor outcomes by juggling too many parallel tasks and potentially slowing down the delivery overall.

Improvement Actions: For overloaded teams or contributors can be helpful to redistribute some work, reduce the overall load, or add additional resourcing.

Explanations

A team member is regarded as overloaded if he/she has more than a specific number of total tickets assigned to them at any given point in time. The default threshold is 5 tickets per week.

Overloaded Team: The percentage of team members who were assigned too many tickets at any given moment means they had too many parallel tasks.

Team Ticketing Health: The trend of team health. It shows the percentage of the team members that were overloaded as a trend over time. High overloads for sustained periods of time indicate teams that might be generally under-resourced and are under sustained pressure.

Overloaded Team Members: Individual contributors who are currently deemed overloaded and have a history of their load. If a contributor has too much on for too long, they risk suffering from burnout and productivity challenges affecting the whole team.

Good to Know

It is common that at certain times, certain contributors might have too many assigned tickets, but if this affects large parts of the team, then long-term productivity might be at risk, leading to poor delivery results or high talent churn.