feat(helpdesk): add team workload dashboard with per-agent metrics

New standalone page (helpdesk/team) showing support agent workload aggregated from BC tickets. KPI bar (open, unassigned, avg age, resolved), per-agent table sorted by open tickets, period selector (30/90/180/365d). Global OData query via getTicketsForTeam() without customer filter. New permission helpdesk.team-workload.view with admin role assignment. Includes 6 PHPUnit tests for buildTeamWorkloadDashboard(). Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
2026-04-05 18:46:54 +02:00
parent aeb9c9f9fb
commit cae66e5361
18 changed files with 711 additions and 12 deletions
--- a/modules/helpdesk/i18n/default_de.json
+++ b/modules/helpdesk/i18n/default_de.json
@@ -284,5 +284,15 @@
  "Advanced options": "Erweiterte Optionen",
  "Min. overdue": "Mind. überfällig",
  "Min. age": "Mindestalter",
-  "Min. open": "Mind. offen"
+  "Min. open": "Mind. offen",
+  "Team": "Team",
+  "Team workload": "Team-Auslastung",
+  "Support agent": "Support-Mitarbeiter",
+  "Open": "Offen",
+  "Critical (>48h open)": "Kritisch (>48h offen)",
+  "Avg. age (h)": "Ø Alter (h)",
+  "Resolved in period": "Gelöst im Zeitraum",
+  "Not assigned": "Nicht zugewiesen",
+  "Could not load team dashboard.": "Team-Dashboard konnte nicht geladen werden.",
+  "No team data available.": "Keine Team-Daten verfügbar."
 }
--- a/modules/helpdesk/i18n/default_en.json
+++ b/modules/helpdesk/i18n/default_en.json
@@ -284,5 +284,15 @@
  "Advanced options": "Advanced options",
  "Min. overdue": "Min. overdue",
  "Min. age": "Min. age",
-  "Min. open": "Min. open"
+  "Min. open": "Min. open",
+  "Team": "Team",
+  "Team workload": "Team workload",
+  "Support agent": "Support agent",
+  "Open": "Open",
+  "Critical (>48h open)": "Critical (>48h open)",
+  "Avg. age (h)": "Avg. age (h)",
+  "Resolved in period": "Resolved in period",
+  "Not assigned": "Not assigned",
+  "Could not load team dashboard.": "Could not load team dashboard.",
+  "No team data available.": "No team data available."
 }
--- a/modules/helpdesk/lib/Module/Helpdesk/HelpdeskAuthorizationPolicy.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/HelpdeskAuthorizationPolicy.php
@@ -10,9 +10,11 @@ final class HelpdeskAuthorizationPolicy implements AuthorizationPolicyInterface
 {
    public const ABILITY_ACCESS = 'helpdesk.access';
    public const ABILITY_SETTINGS_MANAGE = 'helpdesk.settings.manage';
+    public const ABILITY_TEAM_WORKLOAD = 'helpdesk.team-workload.view';

    public const PERMISSION_ACCESS = 'helpdesk.access';
    public const PERMISSION_SETTINGS_MANAGE = 'helpdesk.settings.manage';
+    public const PERMISSION_TEAM_WORKLOAD = 'helpdesk.team-workload.view';

    public function __construct(
        private readonly PermissionService $permissionService
@@ -21,7 +23,7 @@ final class HelpdeskAuthorizationPolicy implements AuthorizationPolicyInterface

    public function supports(string $ability): bool
    {
-        return in_array($ability, [self::ABILITY_ACCESS, self::ABILITY_SETTINGS_MANAGE], true);
+        return in_array($ability, [self::ABILITY_ACCESS, self::ABILITY_SETTINGS_MANAGE, self::ABILITY_TEAM_WORKLOAD], true);
    }

    public function authorize(string $ability, array $context = []): AuthorizationDecision
@@ -34,6 +36,7 @@ final class HelpdeskAuthorizationPolicy implements AuthorizationPolicyInterface
        $permissionKey = match ($ability) {
            self::ABILITY_ACCESS => self::PERMISSION_ACCESS,
            self::ABILITY_SETTINGS_MANAGE => self::PERMISSION_SETTINGS_MANAGE,
+            self::ABILITY_TEAM_WORKLOAD => self::PERMISSION_TEAM_WORKLOAD,
            default => null,
        };

--- a/modules/helpdesk/lib/Module/Helpdesk/Providers/HelpdeskLayoutProvider.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Providers/HelpdeskLayoutProvider.php
@@ -17,13 +17,17 @@ final class HelpdeskLayoutProvider implements LayoutContextProvider

        try {
            $authorizationService = $container->get(AuthorizationService::class);
-            $canManageSettings = $authorizationService->authorize('helpdesk.settings.manage', [
-                'actor_user_id' => $userId,
-            ])->isAllowed();
+            $actorContext = ['actor_user_id' => $userId];
+            $canManageSettings = $authorizationService->authorize('helpdesk.settings.manage', $actorContext)->isAllowed();
+            $canViewTeam = $authorizationService->authorize('helpdesk.team-workload.view', $actorContext)->isAllowed();
        } catch (\Throwable) {
            $canManageSettings = false;
+            $canViewTeam = false;
        }

-        return ['helpdesk.nav' => ['can_manage_settings' => $canManageSettings]];
+        return ['helpdesk.nav' => [
+            'can_manage_settings' => $canManageSettings,
+            'can_view_team' => $canViewTeam,
+        ]];
    }
 }
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/BcODataGateway.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/BcODataGateway.php
@@ -587,6 +587,29 @@ class BcODataGateway
        return $this->extractODataValues($response);
    }

+    /**
+     * Get ticket rows across all customers for team workload aggregation.
+     *
+     * Uses PBI_LV_Tickets without Customer_No filter to return a global snapshot.
+     * Support_User_Name is used for per-agent grouping.
+     *
+     * @return array<int, array<string, mixed>>
+     */
+    public function getTicketsForTeam(): array
+    {
+        $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS_LV)
+            . '?$top=500'
+            . '&$select=' . rawurlencode('No,Customer_No,Category_1_Code,Escalation_Code,Ticket_State,Last_Activity_Date,Created_On,Process_Stage,Process_Code,Support_User_Name')
+            . '&$orderby=' . rawurlencode('Created_On desc');
+
+        $response = $this->request('GET', $url);
+        if ($response === null) {
+            return [];
+        }
+
+        return $this->extractODataValues($response);
+    }
+
    /**
     * Get contracts for a customer by customer number.
     *
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorCacheControl.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorCacheControl.php
@@ -82,6 +82,11 @@ final class DebitorCacheControl
        return 'module.helpdesk.debitor.v1.escalation-definitions.' . $tenantScope;
    }

+    public static function teamWorkloadKey(string $tenantScope): string
+    {
+        return 'module.helpdesk.team.v1.workload.' . $tenantScope;
+    }
+
    /**
     * @return array<int, string>
     */
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
@@ -1575,4 +1575,124 @@ class DebitorDetailService

        return $indicators;
    }
+
+    /**
+     * Build a team workload dashboard from a global (non-customer-scoped) ticket set.
+     *
+     * Groups tickets by Support_User_Name and computes per-agent metrics.
+     * Unassigned tickets (empty Support_User_Name) are collected into a dedicated entry.
+     *
+     * @param array<int, array<string, mixed>> $tickets    Raw OData tickets
+     * @param int                              $periodDays One of 30, 90, 180, 365
+     *
+     * @return array{kpis: array<string, mixed>, members: array<int, array<string, mixed>>, meta: array<string, mixed>}
+     */
+    public static function buildTeamWorkloadDashboard(array $tickets, int $periodDays): array
+    {
+        $nowTs = time();
+        $periodStart = $nowTs - ($periodDays * 86400);
+        $criticalThresholdHours = 48;
+
+        /** @var array<string, array{display_name: string, support_user: string, open_tickets: int, critical_tickets: int, age_hours_sum: int, resolved_in_period: int}> $agents */
+        $agents = [];
+        $globalOpen = 0;
+        $globalUnassigned = 0;
+        $globalAgeSum = 0;
+        $globalOpenCount = 0;
+        $globalResolved = 0;
+
+        foreach ($tickets as $ticket) {
+            $state = trim((string) ($ticket['Ticket_State'] ?? ''));
+            $isClosed = self::isClosedTicketState($state)
+                || (int) ($ticket['Process_Stage'] ?? 0) === 40;
+
+            $rawUser = trim((string) ($ticket['Support_User_Name'] ?? ''));
+            $normalizedUser = $rawUser === '' ? '' : strtolower($rawUser);
+
+            $activityTs = self::resolveTicketActivityTimestamp($ticket);
+
+            if (!isset($agents[$normalizedUser])) {
+                $agents[$normalizedUser] = [
+                    'display_name' => $rawUser,
+                    'support_user' => $normalizedUser,
+                    'open_tickets' => 0,
+                    'critical_tickets' => 0,
+                    'age_hours_sum' => 0,
+                    'resolved_in_period' => 0,
+                ];
+            }
+
+            if ($isClosed) {
+                if ($activityTs !== null && $activityTs >= $periodStart) {
+                    $agents[$normalizedUser]['resolved_in_period']++;
+                    $globalResolved++;
+                }
+            } else {
+                $agents[$normalizedUser]['open_tickets']++;
+                $globalOpen++;
+
+                if ($rawUser === '') {
+                    $globalUnassigned++;
+                }
+
+                if ($activityTs !== null) {
+                    $ageHours = intdiv(max(0, $nowTs - $activityTs), 3600);
+                    $agents[$normalizedUser]['age_hours_sum'] += $ageHours;
+
+                    if ($ageHours > $criticalThresholdHours) {
+                        $agents[$normalizedUser]['critical_tickets']++;
+                    }
+
+                    $globalAgeSum += $ageHours;
+                    $globalOpenCount++;
+                }
+            }
+        }
+
+        $members = [];
+        foreach ($agents as $key => $agent) {
+            $avgAge = $agent['open_tickets'] > 0
+                ? (int) round($agent['age_hours_sum'] / $agent['open_tickets'])
+                : 0;
+
+            $members[] = [
+                'support_user' => $agent['support_user'],
+                'display_name' => $agent['display_name'],
+                'open_tickets' => $agent['open_tickets'],
+                'critical_tickets' => $agent['critical_tickets'],
+                'avg_age_hours' => $avgAge,
+                'resolved_in_period' => $agent['resolved_in_period'],
+            ];
+        }
+
+        usort($members, static function (array $a, array $b): int {
+            if ($a['support_user'] === '') {
+                return 1;
+            }
+            if ($b['support_user'] === '') {
+                return -1;
+            }
+
+            return $b['open_tickets'] <=> $a['open_tickets'];
+        });
+
+        $globalAvgAge = $globalOpenCount > 0
+            ? (int) round($globalAgeSum / $globalOpenCount)
+            : 0;
+
+        return [
+            'kpis' => [
+                'open_tickets' => $globalOpen,
+                'unassigned' => $globalUnassigned,
+                'avg_age_hours' => $globalAvgAge,
+                'resolved_in_period' => $globalResolved,
+            ],
+            'members' => $members,
+            'meta' => [
+                'period_days' => $periodDays,
+                'total_tickets' => count($tickets),
+                'unique_users' => count(array_filter(array_keys($agents), static fn (string $k): bool => $k !== '')),
+            ],
+        ];
+    }
 }
--- a/modules/helpdesk/module.php
+++ b/modules/helpdesk/module.php
@@ -31,6 +31,8 @@ return [
        ['path' => 'helpdesk/debitor-communication-data', 'target' => 'helpdesk/debitor-communication-data'],
        ['path' => 'helpdesk/debitor-sales-dashboard-data', 'target' => 'helpdesk/debitor-sales-dashboard-data'],
        ['path' => 'helpdesk/debitor-controlling-dashboard-data', 'target' => 'helpdesk/debitor-controlling-dashboard-data'],
+        ['path' => 'helpdesk/team', 'target' => 'helpdesk/team'],
+        ['path' => 'helpdesk/team-workload-data', 'target' => 'helpdesk/team-workload-data'],
    ],
    'public_paths' => [],

@@ -71,6 +73,12 @@ return [
            'active' => true,
            'is_system' => true,
        ],
+        [
+            'key' => 'helpdesk.team-workload.view',
+            'description' => 'View helpdesk team workload dashboard',
+            'active' => true,
+            'is_system' => true,
+        ],
    ],

    'search_resources' => [],
--- a/modules/helpdesk/pages/helpdesk/team-workload-data().php
+++ b/modules/helpdesk/pages/helpdesk/team-workload-data().php
@@ -0,0 +1,84 @@
+<?php
+
+use MintyPHP\Http\SessionStoreInterface;
+use MintyPHP\Module\Helpdesk\HelpdeskAuthorizationPolicy;
+use MintyPHP\Module\Helpdesk\Service\BcODataGateway;
+use MintyPHP\Module\Helpdesk\Service\DebitorCacheControl;
+use MintyPHP\Module\Helpdesk\Service\DebitorDetailService;
+use MintyPHP\Router;
+use MintyPHP\Support\Guard;
+
+Guard::requireLogin();
+Guard::requireAbilityOrForbidden(HelpdeskAuthorizationPolicy::ABILITY_TEAM_WORKLOAD);
+
+$request = requestInput();
+if ($request->method() !== 'GET') {
+    http_response_code(405);
+    Router::json(['ok' => false, 'error' => 'method_not_allowed']);
+
+    return;
+}
+
+$periodDays = (int) $request->query('periodDays', '90');
+$refreshRequested = DebitorCacheControl::parseRefreshFlag($request->query('refresh', ''));
+
+$allowedPeriods = [30, 90, 180, 365];
+if (!in_array($periodDays, $allowedPeriods, true)) {
+    $periodDays = 90;
+}
+
+$sessionStore = app(SessionStoreInterface::class);
+$session = $sessionStore->all();
+$tenantScope = DebitorCacheControl::resolveTenantScope($session);
+
+$cacheKey = DebitorCacheControl::teamWorkloadKey($tenantScope);
+$cacheTtl = DebitorCacheControl::TTL_STANDARD_SECONDS;
+$cached = $sessionStore->get($cacheKey);
+$tickets = null;
+$cacheUsed = false;
+
+if (!$refreshRequested && is_array($cached) && isset($cached['fetched_at']) && (time() - (int) $cached['fetched_at']) < $cacheTtl) {
+    $tickets = is_array($cached['tickets'] ?? null) ? $cached['tickets'] : [];
+    $cacheUsed = true;
+}
+
+if ($tickets === null) {
+    if ($refreshRequested) {
+        $sessionStore->remove($cacheKey);
+    }
+
+    $gateway = app(BcODataGateway::class);
+
+    try {
+        $tickets = $gateway->getTicketsForTeam();
+    } catch (\Throwable $e) {
+        Router::json([
+            'ok' => false,
+            'error' => 'Failed to load team workload data: ' . $e->getMessage(),
+        ]);
+
+        return;
+    }
+
+    if (!is_array($tickets)) {
+        $tickets = [];
+    }
+
+    $sessionStore->set($cacheKey, [
+        'tickets' => $tickets,
+        'fetched_at' => time(),
+    ]);
+}
+
+$dashboard = DebitorDetailService::buildTeamWorkloadDashboard($tickets, $periodDays);
+
+Router::json([
+    'ok' => true,
+    'kpis' => $dashboard['kpis'],
+    'members' => $dashboard['members'],
+    'meta' => array_merge($dashboard['meta'], [
+        'cache_used' => $cacheUsed,
+        'cache_bypassed' => $refreshRequested,
+        'cache_refreshed' => $refreshRequested,
+    ]),
+]);
--- a/modules/helpdesk/pages/helpdesk/team/index().php
+++ b/modules/helpdesk/pages/helpdesk/team/index().php
@@ -0,0 +1,16 @@
+<?php
+
+use MintyPHP\Buffer;
+use MintyPHP\Module\Helpdesk\HelpdeskAuthorizationPolicy;
+use MintyPHP\Support\Guard;
+
+Guard::requireLogin();
+Guard::requireAbilityOrForbidden(HelpdeskAuthorizationPolicy::ABILITY_TEAM_WORKLOAD);
+
+Buffer::set('title', t('Team workload'));
+Buffer::set('style_groups', json_encode(['helpdesk']));
+$breadcrumbs = [
+    ['label' => t('Home'), 'path' => 'admin'],
+    ['label' => t('Helpdesk'), 'path' => 'helpdesk'],
+    ['label' => t('Team')],
+];
--- a/modules/helpdesk/pages/helpdesk/team/index(default).phtml
+++ b/modules/helpdesk/pages/helpdesk/team/index(default).phtml
@@ -0,0 +1,115 @@
+<?php
+
+/**
+ * Team workload dashboard — shows support agent metrics aggregated from BC tickets.
+ */
+
+$periods = [30, 90, 180, 365];
+$periodLabels = [
+    30 => t('30 days'),
+    90 => t('90 days'),
+    180 => t('6 months'),
+    365 => t('1 year'),
+];
+?>
+<div class="app-details-container"
+     data-team-workload-url="<?php e(lurl('helpdesk/team-workload-data')); ?>"
+     data-label-not-assigned="<?php e(t('Not assigned')); ?>"
+     data-label-error="<?php e(t('Could not load team dashboard.')); ?>"
+     data-label-empty="<?php e(t('No team data available.')); ?>"
+>
+  <section>
+    <?php
+    $titlebar = [
+        'title' => t('Team workload'),
+        'backHref' => lurl('helpdesk'),
+        'backTitle' => t('Back'),
+        'actions' => [
+            [
+                'label' => t('Refresh data'),
+                'type' => 'button',
+                'name' => 'team-refresh',
+                'class' => 'secondary outline',
+            ],
+        ],
+    ];
+    require templatePath('partials/app-details-titlebar.phtml');
+    require templatePath('partials/app-flash.phtml');
+    ?>
+
+    <div class="helpdesk-team-period-selector">
+      <?php foreach ($periods as $p): ?>
+        <button type="button"
+                class="helpdesk-team-period-button<?php if ($p === 90): ?> active<?php endif; ?>"
+                data-period="<?php e($p); ?>"
+                aria-pressed="<?php e($p === 90 ? 'true' : 'false'); ?>"
+        ><?php e($periodLabels[$p]); ?></button>
+      <?php endforeach; ?>
+    </div>
+
+    <div id="team-loading" aria-busy="true">
+      <div class="helpdesk-support-metrics">
+        <?php for ($i = 0; $i < 4; $i++): ?>
+          <div class="helpdesk-skeleton-kpi">
+            <div class="helpdesk-skeleton helpdesk-skeleton-kpi-label"></div>
+            <div class="helpdesk-skeleton helpdesk-skeleton-kpi-value"></div>
+          </div>
+        <?php endfor; ?>
+      </div>
+      <?php for ($i = 0; $i < 4; $i++): ?>
+        <div class="helpdesk-skeleton-row">
+          <div class="helpdesk-skeleton helpdesk-skeleton-cell"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+        </div>
+      <?php endfor; ?>
+    </div>
+
+    <div id="team-error" class="notice" data-variant="error" role="alert" hidden>
+      <p><?php e(t('Could not load team dashboard.')); ?></p>
+    </div>
+
+    <div id="team-empty" class="notice" data-variant="info" role="status" hidden>
+      <p><?php e(t('No team data available.')); ?></p>
+    </div>
+
+    <div id="team-content" hidden>
+      <div class="helpdesk-support-metrics" id="team-kpis">
+        <article class="helpdesk-support-metric">
+          <p class="helpdesk-support-metric-label"><?php e(t('Open tickets')); ?></p>
+          <p class="helpdesk-support-metric-value" id="team-kpi-open">—</p>
+        </article>
+        <article class="helpdesk-support-metric">
+          <p class="helpdesk-support-metric-label"><?php e(t('Unassigned')); ?></p>
+          <p class="helpdesk-support-metric-value" id="team-kpi-unassigned">—</p>
+        </article>
+        <article class="helpdesk-support-metric">
+          <p class="helpdesk-support-metric-label"><?php e(t('Avg. age (h)')); ?></p>
+          <p class="helpdesk-support-metric-value" id="team-kpi-avg-age">—</p>
+        </article>
+        <article class="helpdesk-support-metric">
+          <p class="helpdesk-support-metric-label"><?php e(t('Resolved in period')); ?></p>
+          <p class="helpdesk-support-metric-value" id="team-kpi-resolved">—</p>
+        </article>
+      </div>
+
+      <table class="helpdesk-team-table">
+        <thead>
+          <tr>
+            <th scope="col"><?php e(t('Support agent')); ?></th>
+            <th scope="col"><?php e(t('Open')); ?></th>
+            <th scope="col"><?php e(t('Critical (>48h open)')); ?></th>
+            <th scope="col"><?php e(t('Avg. age (h)')); ?></th>
+            <th scope="col"><?php e(t('Resolved in period')); ?></th>
+          </tr>
+        </thead>
+        <tbody id="team-table-body">
+        </tbody>
+      </table>
+    </div>
+  </section>
+</div>
+
+<script type="module" src="<?php e(assetVersion('modules/helpdesk/js/helpdesk-team.js')); ?>"></script>
--- a/modules/helpdesk/templates/aside-helpdesk-panel.phtml
+++ b/modules/helpdesk/templates/aside-helpdesk-panel.phtml
@@ -3,10 +3,12 @@
 $layoutNav = is_array($layoutNav ?? null) ? $layoutNav : [];
 $helpdeskNav = is_array($layoutNav['helpdesk.nav'] ?? null) ? $layoutNav['helpdesk.nav'] : [];
 $canManageSettings = !empty($helpdeskNav['can_manage_settings']);
+$canViewTeam = !empty($helpdeskNav['can_view_team']);

 $settingsActive = navActive('helpdesk/settings', true);
+$teamActive = navActive('helpdesk/team', true);
 $customersActive = navActive('helpdesk', true);
-if ($settingsActive['isActive']) {
+if ($settingsActive['isActive'] || $teamActive['isActive']) {
    $customersActive = ['class' => '', 'aria' => '', 'isActive' => false];
 }

@@ -17,6 +19,12 @@ $helpdeskNavItems = [
        'active' => $customersActive,
        'visible' => true,
    ],
+    [
+        'label' => t('Team'),
+        'path' => 'helpdesk/team',
+        'active' => $teamActive,
+        'visible' => $canViewTeam,
+    ],
    [
        'label' => t('Settings'),
        'path' => 'helpdesk/settings',
--- a/modules/helpdesk/tests/Module/Helpdesk/Service/DebitorDetailServiceTest.php
+++ b/modules/helpdesk/tests/Module/Helpdesk/Service/DebitorDetailServiceTest.php
@@ -1123,4 +1123,126 @@ class DebitorDetailServiceTest extends TestCase
    }

    // --- Contract metrics ---
+
+    // --- buildTeamWorkloadDashboard() ---
+
+    /**
+     * @return array<string, mixed>
+     */
+    private static function teamTicket(string $no, string $supportUser, int $createdHoursAgo, bool $closed = false): array
+    {
+        $now = time();
+        $createdTs = $now - ($createdHoursAgo * 3600);
+        $activityTs = $createdTs + (($closed ? 2 : 0) * 3600);
+
+        return [
+            'No' => $no,
+            'Customer_No' => '10610',
+            'Ticket_State' => $closed ? 'Erledigt' : 'Offen',
+            'Process_Stage' => $closed ? 40 : 10,
+            'Created_On' => gmdate('Y-m-d\TH:i:s\Z', $createdTs),
+            'Last_Activity_Date' => gmdate('Y-m-d\TH:i:s\Z', $activityTs),
+            'Escalation_Code' => '',
+            'Support_User_Name' => $supportUser,
+            'Category_1_Code' => '',
+            'Process_Code' => '',
+        ];
+    }
+
+    public function testBuildTeamWorkloadGroupsByUser(): void
+    {
+        $tickets = [
+            self::teamTicket('T1', 'Max Müller', 10),
+            self::teamTicket('T2', 'Max Müller', 20),
+            self::teamTicket('T3', 'Anna Schmidt', 5),
+        ];
+
+        $result = DebitorDetailService::buildTeamWorkloadDashboard($tickets, 90);
+
+        $this->assertSame(3, $result['kpis']['open_tickets']);
+        $this->assertSame(0, $result['kpis']['unassigned']);
+        $this->assertCount(2, $result['members']);
+        $this->assertSame(2, $result['meta']['unique_users']);
+
+        $max = $result['members'][0];
+        $this->assertSame('max müller', $max['support_user']);
+        $this->assertSame('Max Müller', $max['display_name']);
+        $this->assertSame(2, $max['open_tickets']);
+
+        $anna = $result['members'][1];
+        $this->assertSame(1, $anna['open_tickets']);
+    }
+
+    public function testBuildTeamWorkloadEmptyTickets(): void
+    {
+        $result = DebitorDetailService::buildTeamWorkloadDashboard([], 30);
+
+        $this->assertSame(0, $result['kpis']['open_tickets']);
+        $this->assertSame(0, $result['kpis']['unassigned']);
+        $this->assertSame(0, $result['kpis']['avg_age_hours']);
+        $this->assertSame(0, $result['kpis']['resolved_in_period']);
+        $this->assertSame([], $result['members']);
+        $this->assertSame(0, $result['meta']['unique_users']);
+    }
+
+    public function testBuildTeamWorkloadUnassignedAlwaysLast(): void
+    {
+        $tickets = [
+            self::teamTicket('T1', '', 10),
+            self::teamTicket('T2', '', 20),
+            self::teamTicket('T3', 'Anna Schmidt', 5),
+        ];
+
+        $result = DebitorDetailService::buildTeamWorkloadDashboard($tickets, 90);
+
+        $this->assertSame(2, $result['kpis']['unassigned']);
+        $last = end($result['members']);
+        $this->assertSame('', $last['support_user']);
+        $this->assertSame(2, $last['open_tickets']);
+    }
+
+    public function testBuildTeamWorkloadResolvedInPeriod(): void
+    {
+        $tickets = [
+            self::teamTicket('T1', 'Max', 10, true),
+            self::teamTicket('T2', 'Max', 800, true),
+            self::teamTicket('T3', 'Max', 5),
+        ];
+
+        $result = DebitorDetailService::buildTeamWorkloadDashboard($tickets, 30);
+
+        $this->assertSame(1, $result['kpis']['open_tickets']);
+        $this->assertSame(1, $result['kpis']['resolved_in_period']);
+
+        $max = $result['members'][0];
+        $this->assertSame(1, $max['open_tickets']);
+        $this->assertSame(1, $max['resolved_in_period']);
+    }
+
+    public function testBuildTeamWorkloadCriticalTickets(): void
+    {
+        $tickets = [
+            self::teamTicket('T1', 'Max', 72),
+            self::teamTicket('T2', 'Max', 10),
+        ];
+
+        $result = DebitorDetailService::buildTeamWorkloadDashboard($tickets, 90);
+
+        $max = $result['members'][0];
+        $this->assertSame(1, $max['critical_tickets']);
+    }
+
+    public function testBuildTeamWorkloadCaseInsensitiveGrouping(): void
+    {
+        $tickets = [
+            self::teamTicket('T1', 'Max Müller', 10),
+            self::teamTicket('T2', 'max müller', 5),
+        ];
+
+        $result = DebitorDetailService::buildTeamWorkloadDashboard($tickets, 90);
+
+        $this->assertCount(1, $result['members']);
+        $this->assertSame(2, $result['members'][0]['open_tickets']);
+        $this->assertSame('Max Müller', $result['members'][0]['display_name']);
+    }
 }
--- a/modules/helpdesk/web/css/helpdesk.css
+++ b/modules/helpdesk/web/css/helpdesk.css
@@ -126,6 +126,50 @@
    }
  }

+  /* Team workload dashboard */
+  .helpdesk-team-period-selector {
+    display: inline-flex;
+    gap: calc(var(--app-spacing) * 0.25);
+    margin-bottom: calc(var(--app-spacing) * 0.75);
+  }
+
+  .helpdesk-team-period-button {
+    padding: calc(var(--app-spacing) * 0.25) calc(var(--app-spacing) * 0.6);
+    font-size: var(--text-sm, 0.875rem);
+    border: var(--app-border-width) solid var(--app-muted-border-color);
+    background: var(--app-background-color);
+    color: var(--app-color);
+    cursor: pointer;
+    transition: background-color 0.15s ease, border-color 0.15s ease;
+  }
+
+  .helpdesk-team-period-button.active {
+    background: var(--app-primary);
+    border-color: var(--app-primary);
+    color: var(--app-primary-inverse);
+  }
+
+  .helpdesk-team-table {
+    width: 100%;
+    margin-top: calc(var(--app-spacing) * 0.75);
+  }
+
+  .helpdesk-team-table th,
+  .helpdesk-team-table td {
+    text-align: left;
+    padding: calc(var(--app-spacing) * 0.35) calc(var(--app-spacing) * 0.5);
+  }
+
+  .helpdesk-team-table th:not(:first-child),
+  .helpdesk-team-table td:not(:first-child) {
+    text-align: right;
+  }
+
+  .helpdesk-team-row-unassigned {
+    opacity: 0.7;
+    font-style: italic;
+  }
+
  /* Clickable rows — shared between search results and ticket list */
  .app-clickable-row {
    cursor: pointer;
--- a/modules/helpdesk/web/js/helpdesk-team.js
+++ b/modules/helpdesk/web/js/helpdesk-team.js
@@ -0,0 +1,120 @@
+/**
+ * Team workload dashboard — fetches and renders team metrics.
+ */
+
+const container = document.querySelector('.app-details-container[data-team-workload-url]');
+if (container) {
+  const dataUrl = container.dataset.teamWorkloadUrl;
+  const labelNotAssigned = container.dataset.labelNotAssigned || '—';
+
+  const elLoading = document.getElementById('team-loading');
+  const elError = document.getElementById('team-error');
+  const elEmpty = document.getElementById('team-empty');
+  const elContent = document.getElementById('team-content');
+  const elBody = document.getElementById('team-table-body');
+  const elRefresh = container.querySelector('button[name="team-refresh"]');
+  const periodButtons = container.querySelectorAll('.helpdesk-team-period-button');
+
+  let currentPeriod = 90;
+
+  function showState(state) {
+    if (elLoading) elLoading.hidden = state !== 'loading';
+    if (elError) elError.hidden = state !== 'error';
+    if (elEmpty) elEmpty.hidden = state !== 'empty';
+    if (elContent) elContent.hidden = state !== 'success';
+    if (elLoading) elLoading.setAttribute('aria-busy', state === 'loading' ? 'true' : 'false');
+  }
+
+  function setText(id, value) {
+    const el = document.getElementById(id);
+    if (el) el.textContent = value;
+  }
+
+  function renderKpis(kpis) {
+    setText('team-kpi-open', kpis.open_tickets ?? 0);
+    setText('team-kpi-unassigned', kpis.unassigned ?? 0);
+    setText('team-kpi-avg-age', kpis.avg_age_hours ?? 0);
+    setText('team-kpi-resolved', kpis.resolved_in_period ?? 0);
+  }
+
+  function createCell(text) {
+    const td = document.createElement('td');
+    td.textContent = text;
+    return td;
+  }
+
+  function renderTable(members) {
+    if (!elBody) return;
+    elBody.replaceChildren();
+
+    for (const m of members) {
+      const tr = document.createElement('tr');
+      const isUnassigned = m.support_user === '';
+      const name = isUnassigned ? labelNotAssigned : m.display_name;
+
+      const nameCell = document.createElement('td');
+      nameCell.textContent = name;
+
+      tr.appendChild(nameCell);
+      tr.appendChild(createCell(String(m.open_tickets)));
+      tr.appendChild(createCell(String(m.critical_tickets)));
+      tr.appendChild(createCell(String(m.avg_age_hours)));
+      tr.appendChild(createCell(String(m.resolved_in_period)));
+
+      if (isUnassigned) {
+        tr.classList.add('helpdesk-team-row-unassigned');
+      }
+
+      elBody.appendChild(tr);
+    }
+  }
+
+  async function fetchData(refresh = false) {
+    showState('loading');
+
+    const params = new URLSearchParams({ periodDays: String(currentPeriod) });
+    if (refresh) params.set('refresh', '1');
+
+    try {
+      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;
+      }
+
+      renderKpis(json.kpis);
+      renderTable(json.members);
+      showState('success');
+    } catch {
+      showState('error');
+    }
+  }
+
+  for (const button of periodButtons) {
+    button.addEventListener('click', () => {
+      const period = parseInt(button.dataset.period, 10);
+      if (period === currentPeriod) return;
+      currentPeriod = period;
+
+      for (const b of periodButtons) {
+        b.classList.toggle('active', b === button);
+        b.setAttribute('aria-pressed', b === button ? 'true' : 'false');
+      }
+
+      fetchData();
+    });
+  }
+
+  if (elRefresh) {
+    elRefresh.addEventListener('click', () => fetchData(true));
+  }
+
+  fetchData();
+}