From f2aa45dd2c4527a87d12432ff3d51e5f6bbdcf97 Mon Sep 17 00:00:00 2001
From: fs <fs@breadcrumb-solutions.de>
Date: Sun, 5 Apr 2026 21:09:52 +0200
Subject: [PATCH] feat(helpdesk): add trend delta indicator per agent in team
 dashboard
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Shows a small arrow next to the ticket count in each agent card header:
↑3 (orange) = received 3 more than resolved → backlog growing
↓2 (green) = resolved 2 more than received → backlog shrinking
Hidden when delta is 0 (stable).

Delta is computed from received_in_period (tickets created in the
selected period assigned to this agent) minus resolved_in_period.
No snapshot storage needed — derived from existing ticket data.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
---
 .../Helpdesk/Service/DebitorDetailService.php    | 11 +++++++++++
 modules/helpdesk/web/css/helpdesk.css            | 16 ++++++++++++++++
 modules/helpdesk/web/js/helpdesk-team.js         |  9 +++++++++
 3 files changed, 36 insertions(+)

diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
index c058d29..d347392 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
@@ -1621,6 +1621,7 @@ class DebitorDetailService
                     'critical_tickets' => 0,
                     'age_hours_sum' => 0,
                     'resolved_in_period' => 0,
+                    'received_in_period' => 0,
                     'open_ticket_details' => [],
                     'resolved_customers' => [],
                     'resolved_categories' => [],
@@ -1631,6 +1632,9 @@ class DebitorDetailService
 
             if ($isClosed) {
                 $createdTs = self::parseIsoToTimestamp((string) ($ticket['Created_On'] ?? ''));
+                if ($createdTs !== null && $createdTs >= $periodStart) {
+                    $agents[$normalizedUser]['received_in_period']++;
+                }
                 if ($activityTs !== null && $activityTs >= $periodStart) {
                     $agents[$normalizedUser]['resolved_in_period']++;
                     $globalResolved++;
@@ -1659,6 +1663,11 @@ class DebitorDetailService
                 $agents[$normalizedUser]['open_tickets']++;
                 $globalOpen++;
 
+                $createdTs = self::parseIsoToTimestamp((string) ($ticket['Created_On'] ?? ''));
+                if ($createdTs !== null && $createdTs >= $periodStart) {
+                    $agents[$normalizedUser]['received_in_period']++;
+                }
+
                 if ($rawUser === '') {
                     $globalUnassigned++;
                 }
@@ -1733,6 +1742,8 @@ class DebitorDetailService
                 'critical_tickets' => $agent['critical_tickets'],
                 'avg_age_hours' => $avgAge,
                 'resolved_in_period' => $agent['resolved_in_period'],
+                'received_in_period' => $agent['received_in_period'],
+                'trend_delta' => $agent['received_in_period'] - $agent['resolved_in_period'],
                 'open_ticket_details' => $details,
                 'performance' => [
                     'top_customers' => array_map(
diff --git a/modules/helpdesk/web/css/helpdesk.css b/modules/helpdesk/web/css/helpdesk.css
index e8ebd79..c70f923 100644
--- a/modules/helpdesk/web/css/helpdesk.css
+++ b/modules/helpdesk/web/css/helpdesk.css
@@ -220,6 +220,22 @@
     border-radius: 0;
   }
 
+  /* Team workload — trend delta indicator */
+  .helpdesk-team-trend-up,
+  .helpdesk-team-trend-down {
+    font-size: var(--text-xs, 0.75rem);
+    font-weight: 600;
+    font-variant-numeric: tabular-nums;
+  }
+
+  .helpdesk-team-trend-up {
+    color: var(--app-warning, #f59e0b);
+  }
+
+  .helpdesk-team-trend-down {
+    color: var(--app-success, #198754);
+  }
+
   /* Team workload — inline avatar for section titles */
   .helpdesk-team-avatar-inline {
     display: inline-flex;
diff --git a/modules/helpdesk/web/js/helpdesk-team.js b/modules/helpdesk/web/js/helpdesk-team.js
index b869dc2..039c057 100644
--- a/modules/helpdesk/web/js/helpdesk-team.js
+++ b/modules/helpdesk/web/js/helpdesk-team.js
@@ -110,6 +110,15 @@ if (container) {
     title.appendChild(document.createTextNode(name));
 
     title.appendChild(h('span', 'helpdesk-team-title-count', count));
+
+    // Trend delta: ↑3 (growing) or ↓2 (shrinking)
+    const delta = m.trend_delta ?? 0;
+    if (delta !== 0) {
+      const arrow = delta > 0 ? '↑' : '↓';
+      const cls = delta > 0 ? 'helpdesk-team-trend-up' : 'helpdesk-team-trend-down';
+      title.appendChild(h('span', cls, arrow + Math.abs(delta)));
+    }
+
     section.appendChild(title);
 
     // Ticket table