diff --git a/modules/helpdesk/web/css/helpdesk.css b/modules/helpdesk/web/css/helpdesk.css
index 21ac81e..e70c8c8 100644
--- a/modules/helpdesk/web/css/helpdesk.css
+++ b/modules/helpdesk/web/css/helpdesk.css
@@ -126,134 +126,185 @@
     }
   }
 
-  /* Team workload dashboard — agent cards */
-  .helpdesk-team-card {
-    border: 1px solid var(--app-muted-border-color);
+  /* Team workload — queue section */
+  .helpdesk-team-queue {
+    border: 1px dashed var(--app-muted-border-color);
     border-radius: var(--app-radius, 0.375rem);
-    padding: calc(var(--app-spacing) * 0.65) calc(var(--app-spacing) * 0.75);
-    margin-bottom: calc(var(--app-spacing) * 0.5);
+    padding: calc(var(--app-spacing) * 0.6) calc(var(--app-spacing) * 0.75);
+    margin-bottom: calc(var(--app-spacing) * 0.75);
+    background: color-mix(in srgb, var(--app-muted-border-color) 10%, transparent);
   }
 
-  .helpdesk-team-card-queue {
-    border-style: dashed;
-    background: color-mix(in srgb, var(--app-muted-border-color) 15%, transparent);
+  .helpdesk-team-queue-header {
+    display: flex;
+    align-items: baseline;
+    justify-content: space-between;
+    margin-bottom: calc(var(--app-spacing) * 0.4);
   }
 
-  .helpdesk-team-card-header {
+  .helpdesk-team-queue-title {
+    font-weight: 600;
+    font-size: var(--text-sm, 0.875rem);
+    color: var(--app-muted-color);
+    text-transform: uppercase;
+    letter-spacing: 0.04em;
+  }
+
+  .helpdesk-team-queue-count {
+    font-size: var(--text-sm, 0.875rem);
+    color: var(--app-muted-color);
+  }
+
+  /* Team workload — agent card with avatar */
+  .helpdesk-team-agent {
+    display: flex;
+    gap: calc(var(--app-spacing) * 0.65);
+    padding: calc(var(--app-spacing) * 0.6) 0;
+    border-bottom: 1px solid color-mix(in srgb, var(--app-muted-border-color) 50%, transparent);
+  }
+
+  .helpdesk-team-agent:last-child {
+    border-bottom: none;
+  }
+
+  .helpdesk-team-avatar {
+    width: 2.25rem;
+    height: 2.25rem;
+    border-radius: 50%;
+    display: flex;
+    align-items: center;
+    justify-content: center;
+    font-size: 0.75rem;
+    font-weight: 700;
+    letter-spacing: 0.02em;
+    flex-shrink: 0;
+    background: hsl(var(--agent-hue, 210) 55% 92%);
+    color: hsl(var(--agent-hue, 210) 50% 35%);
+  }
+
+  .helpdesk-team-avatar-sm {
+    width: 1.75rem;
+    height: 1.75rem;
+    font-size: 0.65rem;
+  }
+
+  .helpdesk-team-avatar-muted {
+    background: var(--app-muted-border-color);
+    color: var(--app-muted-color);
+  }
+
+  .helpdesk-team-agent-content {
+    flex: 1;
+    min-width: 0;
+  }
+
+  .helpdesk-team-agent-header {
     display: flex;
     align-items: center;
     justify-content: space-between;
     gap: calc(var(--app-spacing) * 0.5);
-    margin-bottom: calc(var(--app-spacing) * 0.35);
+    margin-bottom: calc(var(--app-spacing) * 0.25);
   }
 
-  .helpdesk-team-card-name {
+  .helpdesk-team-agent-name {
     font-weight: 600;
     font-size: var(--text-sm, 0.875rem);
   }
 
-  .helpdesk-team-card-queue .helpdesk-team-card-name {
-    font-weight: 500;
-    color: var(--app-muted-color);
-  }
-
-  .helpdesk-team-card-count {
+  .helpdesk-team-agent-count {
     font-variant-numeric: tabular-nums;
     font-weight: 600;
-    font-size: var(--text-sm, 0.875rem);
-    padding: 0.1em 0.55em;
+    font-size: 0.75rem;
+    padding: 0.1em 0.5em;
     border-radius: 999px;
     background: color-mix(in srgb, var(--app-primary, #0d6efd) 12%, transparent);
     color: var(--app-primary, #0d6efd);
   }
 
-  .helpdesk-team-card-count-warning {
+  .helpdesk-team-agent-count-warning {
     background: color-mix(in srgb, var(--app-warning, #f59e0b) 15%, transparent);
     color: var(--app-warning, #f59e0b);
   }
 
-  .helpdesk-team-card-count-success {
+  .helpdesk-team-agent-count-success {
     background: color-mix(in srgb, var(--app-success, #198754) 12%, transparent);
     color: var(--app-success, #198754);
   }
 
-  .helpdesk-team-card-bar-track {
-    height: 4px;
+  /* Load bar */
+  .helpdesk-team-agent-bar-track {
+    height: 3px;
     border-radius: 999px;
-    background: color-mix(in srgb, var(--app-muted-border-color) 60%, transparent);
-    margin-bottom: calc(var(--app-spacing) * 0.4);
+    background: color-mix(in srgb, var(--app-muted-border-color) 50%, transparent);
+    margin-bottom: calc(var(--app-spacing) * 0.35);
   }
 
-  .helpdesk-team-card-bar-fill {
+  .helpdesk-team-agent-bar-fill {
     height: 100%;
     border-radius: 999px;
-    background: var(--app-primary, #0d6efd);
+    background: hsl(var(--agent-hue, 210) 55% 55%);
     transition: width 0.3s ease;
     min-width: 2px;
   }
 
-  .helpdesk-team-card-bar-muted {
-    background: var(--app-muted-color);
-    opacity: 0.4;
-  }
-
-  .helpdesk-team-card-bar-success {
+  .helpdesk-team-agent-bar-success {
     background: var(--app-success, #198754);
   }
 
-  .helpdesk-team-card-tickets {
-    list-style: none;
-    margin: 0;
-    padding: 0;
-  }
-
-  .helpdesk-team-card-ticket {
+  /* Ticket pills */
+  .helpdesk-team-pills {
     display: flex;
-    align-items: baseline;
-    gap: calc(var(--app-spacing) * 0.4);
-    padding: calc(var(--app-spacing) * 0.2) 0;
-    font-size: var(--text-sm, 0.875rem);
-    border-top: 1px solid color-mix(in srgb, var(--app-muted-border-color) 40%, transparent);
+    flex-wrap: wrap;
+    gap: calc(var(--app-spacing) * 0.25);
   }
 
-  .helpdesk-team-card-ticket:first-child {
-    border-top: none;
-  }
-
-  .helpdesk-team-card-ticket-no {
+  .helpdesk-team-pill {
+    display: inline-flex;
+    align-items: center;
+    gap: 0.3em;
+    font-size: 0.75rem;
     font-variant-numeric: tabular-nums;
-    font-weight: 500;
-    color: var(--app-muted-color);
-    flex-shrink: 0;
+    padding: 0.15em 0.5em;
+    border-radius: var(--app-radius, 0.375rem);
+    background: color-mix(in srgb, var(--app-muted-border-color) 35%, transparent);
+    color: var(--app-color);
+    cursor: default;
+    line-height: 1.5;
   }
 
-  .helpdesk-team-card-ticket-desc {
-    flex: 1;
-    overflow: hidden;
-    text-overflow: ellipsis;
-    white-space: nowrap;
+  .helpdesk-team-pill-critical {
+    background: color-mix(in srgb, var(--app-warning, #f59e0b) 12%, transparent);
   }
 
-  .helpdesk-team-card-ticket-age {
-    flex-shrink: 0;
-    font-variant-numeric: tabular-nums;
-    color: var(--app-muted-color);
-  }
-
-  .helpdesk-team-card-ticket-critical .helpdesk-team-card-ticket-age {
-    color: var(--app-warning, #f59e0b);
+  .helpdesk-team-pill-no {
     font-weight: 600;
   }
 
-  .helpdesk-team-card-ticket-critical .helpdesk-team-card-ticket-no {
+  .helpdesk-team-pill-sep {
+    opacity: 0.35;
+  }
+
+  .helpdesk-team-pill-customer {
+    opacity: 0.6;
+  }
+
+  .helpdesk-team-pill-age {
+    opacity: 0.6;
+  }
+
+  .helpdesk-team-pill-critical .helpdesk-team-pill-no,
+  .helpdesk-team-pill-critical .helpdesk-team-pill-age {
     color: var(--app-warning, #f59e0b);
+    opacity: 1;
+    font-weight: 600;
   }
 
-  .helpdesk-team-card-compact {
-    padding: calc(var(--app-spacing) * 0.5) calc(var(--app-spacing) * 0.75);
+  /* Compact variant for performance tab */
+  .helpdesk-team-agent-compact {
+    padding: calc(var(--app-spacing) * 0.4) 0;
   }
 
-  .helpdesk-team-card-compact .helpdesk-team-card-bar-track {
+  .helpdesk-team-agent-compact .helpdesk-team-agent-bar-track {
     margin-bottom: 0;
   }
 
diff --git a/modules/helpdesk/web/js/helpdesk-team.js b/modules/helpdesk/web/js/helpdesk-team.js
index cf2478d..0e9b0a1 100644
--- a/modules/helpdesk/web/js/helpdesk-team.js
+++ b/modules/helpdesk/web/js/helpdesk-team.js
@@ -1,13 +1,12 @@
 /**
- * Team workload dashboard — visual workload map.
- * Current tab: agent cards with load bars and ticket details.
- * Performance tab: resolved-count cards per agent.
+ * Team workload dashboard — visual workload map with avatar cards.
+ * Current tab: queue section + agent cards with ticket pills.
+ * Performance tab: compact agent cards with resolved counts.
  */
 
 const container = document.querySelector('.app-details-container[data-team-workload-url]');
 if (container) {
   const dataUrl = container.dataset.teamWorkloadUrl;
-  const labelNotAssigned = container.dataset.labelNotAssigned || '—';
   const labelQueue = container.dataset.labelQueue || 'Queue';
   const labelTickets = container.dataset.labelTickets || 'Tickets';
 
@@ -30,92 +29,149 @@ if (container) {
     if (elLoading) elLoading.setAttribute('aria-busy', state === 'loading' ? 'true' : 'false');
   }
 
-  function el(tag, className, text) {
+  function h(tag, cls, text) {
     const e = document.createElement(tag);
-    if (className) e.className = className;
+    if (cls) e.className = cls;
     if (text !== undefined) e.textContent = text;
     return e;
   }
 
-  function formatAge(hours) {
-    if (hours < 24) return hours + 'h';
-    const days = Math.floor(hours / 24);
-    return days + 'd';
+  /**
+   * Generate two-letter initials from a display name.
+   */
+  function initials(name) {
+    const parts = name.trim().split(/\s+/);
+    if (parts.length >= 2) return (parts[0][0] + parts[parts.length - 1][0]).toUpperCase();
+    return name.substring(0, 2).toUpperCase();
   }
 
   /**
-   * Build a single agent card for the Current tab.
+   * Deterministic hue from string — consistent color per agent.
+   */
+  function nameHue(name) {
+    let hash = 0;
+    for (let i = 0; i < name.length; i++) {
+      hash = name.charCodeAt(i) + ((hash << 5) - hash);
+    }
+    return Math.abs(hash) % 360;
+  }
+
+  function formatAge(hours) {
+    if (hours < 24) return hours + 'h';
+    return Math.floor(hours / 24) + 'd';
+  }
+
+  /**
+   * Build a ticket pill: "T-1234 · K-10610 · 12h"
+   */
+  function buildTicketPill(t) {
+    const pill = h('span', 'helpdesk-team-pill');
+    if (t.critical) pill.classList.add('helpdesk-team-pill-critical');
+
+    pill.appendChild(h('span', 'helpdesk-team-pill-no', t.no));
+    if (t.customer) {
+      pill.appendChild(h('span', 'helpdesk-team-pill-sep', '·'));
+      pill.appendChild(h('span', 'helpdesk-team-pill-customer', t.customer));
+    }
+    pill.appendChild(h('span', 'helpdesk-team-pill-sep', '·'));
+    pill.appendChild(h('span', 'helpdesk-team-pill-age', formatAge(t.age_hours)));
+
+    if (t.description) pill.title = t.description;
+    return pill;
+  }
+
+  /**
+   * Build the queue section (unassigned tickets).
+   */
+  function buildQueueSection(member) {
+    const section = h('div', 'helpdesk-team-queue');
+
+    const header = h('div', 'helpdesk-team-queue-header');
+    header.appendChild(h('span', 'helpdesk-team-queue-title', labelQueue));
+    header.appendChild(h('span', 'helpdesk-team-queue-count', String(member.open_tickets) + ' ' + labelTickets));
+    section.appendChild(header);
+
+    const pills = h('div', 'helpdesk-team-pills');
+    for (const t of member.open_ticket_details || []) {
+      pills.appendChild(buildTicketPill(t));
+    }
+    section.appendChild(pills);
+
+    return section;
+  }
+
+  /**
+   * Build an agent card with avatar, load bar, and ticket pills.
    */
   function buildAgentCard(m, maxOpen) {
-    const isQueue = m.support_user === '';
-    const name = isQueue ? labelQueue : m.display_name;
     const pct = maxOpen > 0 ? Math.round((m.open_tickets / maxOpen) * 100) : 0;
+    const hue = nameHue(m.display_name);
 
-    const card = el('article', 'helpdesk-team-card');
-    if (isQueue) card.classList.add('helpdesk-team-card-queue');
+    const card = h('article', 'helpdesk-team-agent');
 
-    // Header row: name + count badge
-    const header = el('div', 'helpdesk-team-card-header');
-    const nameEl = el('span', 'helpdesk-team-card-name', name);
-    const countEl = el('span', 'helpdesk-team-card-count', String(m.open_tickets));
-    if (m.critical_tickets > 0) countEl.classList.add('helpdesk-team-card-count-warning');
-    header.appendChild(nameEl);
-    header.appendChild(countEl);
-    card.appendChild(header);
+    // Avatar
+    const avatar = h('div', 'helpdesk-team-avatar', initials(m.display_name));
+    avatar.style.setProperty('--agent-hue', hue);
+    card.appendChild(avatar);
+
+    // Content area
+    const content = h('div', 'helpdesk-team-agent-content');
+
+    // Name row
+    const nameRow = h('div', 'helpdesk-team-agent-header');
+    nameRow.appendChild(h('span', 'helpdesk-team-agent-name', m.display_name));
+    const countBadge = h('span', 'helpdesk-team-agent-count', String(m.open_tickets));
+    if (m.critical_tickets > 0) countBadge.classList.add('helpdesk-team-agent-count-warning');
+    nameRow.appendChild(countBadge);
+    content.appendChild(nameRow);
 
     // Load bar
-    const barTrack = el('div', 'helpdesk-team-card-bar-track');
-    const barFill = el('div', 'helpdesk-team-card-bar-fill');
-    if (isQueue) barFill.classList.add('helpdesk-team-card-bar-muted');
+    const barTrack = h('div', 'helpdesk-team-agent-bar-track');
+    const barFill = h('div', 'helpdesk-team-agent-bar-fill');
     barFill.style.width = pct + '%';
+    barFill.style.setProperty('--agent-hue', hue);
     barTrack.appendChild(barFill);
-    card.appendChild(barTrack);
+    content.appendChild(barTrack);
 
-    // Ticket list
+    // Ticket pills
     const tickets = m.open_ticket_details || [];
     if (tickets.length > 0) {
-      const list = el('ul', 'helpdesk-team-card-tickets');
-      for (const t of tickets) {
-        const li = el('li', 'helpdesk-team-card-ticket');
-        if (t.critical) li.classList.add('helpdesk-team-card-ticket-critical');
-
-        const no = el('span', 'helpdesk-team-card-ticket-no', t.no);
-        const desc = el('span', 'helpdesk-team-card-ticket-desc', t.description || '—');
-        const age = el('span', 'helpdesk-team-card-ticket-age', formatAge(t.age_hours));
-
-        li.appendChild(no);
-        li.appendChild(desc);
-        li.appendChild(age);
-        list.appendChild(li);
-      }
-      card.appendChild(list);
+      const pills = h('div', 'helpdesk-team-pills');
+      for (const t of tickets) pills.appendChild(buildTicketPill(t));
+      content.appendChild(pills);
     }
 
+    card.appendChild(content);
     return card;
   }
 
   /**
-   * Build a single agent card for the Performance tab.
+   * Build a compact performance card with avatar and resolved bar.
    */
   function buildPerformanceCard(m, maxResolved) {
-    const isQueue = m.support_user === '';
-    const name = isQueue ? labelQueue : m.display_name;
     const pct = maxResolved > 0 ? Math.round((m.resolved_in_period / maxResolved) * 100) : 0;
+    const hue = nameHue(m.display_name || 'queue');
 
-    const card = el('article', 'helpdesk-team-card helpdesk-team-card-compact');
-    if (isQueue) card.classList.add('helpdesk-team-card-queue');
+    const card = h('article', 'helpdesk-team-agent helpdesk-team-agent-compact');
 
-    const header = el('div', 'helpdesk-team-card-header');
-    header.appendChild(el('span', 'helpdesk-team-card-name', name));
-    header.appendChild(el('span', 'helpdesk-team-card-count helpdesk-team-card-count-success', String(m.resolved_in_period)));
-    card.appendChild(header);
+    const avatar = h('div', 'helpdesk-team-avatar helpdesk-team-avatar-sm', m.support_user === '' ? '?' : initials(m.display_name));
+    avatar.style.setProperty('--agent-hue', m.support_user === '' ? 0 : hue);
+    if (m.support_user === '') avatar.classList.add('helpdesk-team-avatar-muted');
+    card.appendChild(avatar);
 
-    const barTrack = el('div', 'helpdesk-team-card-bar-track');
-    const barFill = el('div', 'helpdesk-team-card-bar-fill helpdesk-team-card-bar-success');
+    const content = h('div', 'helpdesk-team-agent-content');
+    const nameRow = h('div', 'helpdesk-team-agent-header');
+    nameRow.appendChild(h('span', 'helpdesk-team-agent-name', m.support_user === '' ? labelQueue : m.display_name));
+    nameRow.appendChild(h('span', 'helpdesk-team-agent-count helpdesk-team-agent-count-success', String(m.resolved_in_period)));
+    content.appendChild(nameRow);
+
+    const barTrack = h('div', 'helpdesk-team-agent-bar-track');
+    const barFill = h('div', 'helpdesk-team-agent-bar-fill helpdesk-team-agent-bar-success');
     barFill.style.width = pct + '%';
     barTrack.appendChild(barFill);
-    card.appendChild(barTrack);
+    content.appendChild(barTrack);
 
+    card.appendChild(content);
     return card;
   }
 
@@ -123,14 +179,11 @@ if (container) {
     if (!elCurrentCards) return;
     elCurrentCards.replaceChildren();
 
-    const visible = members.filter(m => m.open_tickets > 0 || m.critical_tickets > 0);
-    const maxOpen = Math.max(1, ...visible.map(m => m.open_tickets));
+    const queue = members.find(m => m.support_user === '' && m.open_tickets > 0);
+    const agents = members.filter(m => m.support_user !== '' && (m.open_tickets > 0 || m.critical_tickets > 0));
+    const maxOpen = Math.max(1, ...agents.map(m => m.open_tickets));
 
-    // Queue (unassigned) first if present
-    const queue = visible.find(m => m.support_user === '');
-    const agents = visible.filter(m => m.support_user !== '');
-
-    if (queue) elCurrentCards.appendChild(buildAgentCard(queue, maxOpen));
+    if (queue) elCurrentCards.appendChild(buildQueueSection(queue));
     for (const m of agents) elCurrentCards.appendChild(buildAgentCard(m, maxOpen));
   }
 
@@ -160,15 +213,8 @@ if (container) {
       const res = await fetch(dataUrl + '?' + params.toString(), { credentials: 'same-origin' });
       const json = await res.json();
 
-      if (!json.ok) {
-        showState('error');
-        return;
-      }
-
-      if (!json.members || json.members.length === 0) {
-        showState('empty');
-        return;
-      }
+      if (!json.ok) { showState('error'); return; }
+      if (!json.members || json.members.length === 0) { showState('empty'); return; }
 
       renderCurrentTab(json.members);
       renderPerformanceTab(json.members);