Resource Planner (Early Access)

Welcome to Resource Planner

Resource Planner is the next evolution of how work is assigned, scheduled, and balanced across your team. It brings together tickets, service calls, and calendar availability into a single, modern planning experience designed to help you understand capacity, reduce manual dispatching effort, and plan work more effectively.

We're excited to give all current partners access during Early Access so that you can get an early look at what's coming, start experimenting with the new experience, and help shape where Resource Planner goes next.

What Early Access means

Resource Planner is currently in Early Access. This means we are providing customers with the ability to use functionality before every planned feature is fully delivered, so that you can:

  • Gain early visibility into the future of scheduling and capacity planning

  • Start exploring the new experience alongside your existing workflows

  • Provide direct feedback that helps shape upcoming enhancements

  • Influence how Resource Planner evolves before general availability

While Resource Planner is functional today, it is not yet intended to fully replace all existing workflows, especially for partners who are heavily reliant on the current Dispatch Calendar. Additional capabilities are actively in development to close these gaps.

Who Resource Planner is for

Resource Planner is designed primarily for:

  • Dispatchers and Service Managers who are responsible for assigning and scheduling day-to-day work

  • Project Managers who plan near-term resource capacity

  • Operations and leadership teams who need to understand workload balance

Technicians should continue using their personal calendars unless they also perform planning or scheduling responsibilities.

What you can do today (Early Access capabilities)

Based on the current Early Access feature set, Resource Planner supports the following capabilities:

  • Scheduling tickets directly to a primary resource without creating a service call, allowing you to block time for ticket work that does not require end-user engagement. (Early Access currently supports a 1:1 relationship: one ticket, one resource, one time slot.)

  • Assigning and scheduling service desk tickets using drag-and-drop in both Day and Week views

  • Filtering visible resources by individuals, departments, and workgroups

  • Taking quick actions directly from the planner, including viewing and editing tickets, adding time entries, and adding ticket notes

This Early Access feature set represents the core scheduling and capacity foundation of Resource Planner.

What Resource Planner is not yet

During Early Access, Resource Planner:

  • Does not fully replace the Dispatch Calendar for all workflows
  • Does not yet support project task scheduling
  • Does not yet support scheduling the same ticket across multiple resources or time slots
  • Does not yet provide AI-driven scheduling recommendations

The Early Access period ensures these gaps are addressed with real partner input before general availability.

High-level roadmap

The roadmap below outlines what is available during Early Access and what is coming next. This view is intentionally high level to help set clear expectations while giving visibility into where Resource Planner is headed.

This roadmap reflects our current direction and may evolve as we incorporate partner feedback throughout Early Access.

Early Access (Available Now) Coming Next Beyond
  • Scheduling tickets to primary resources without creating a service call (Early Access limitation: 1 ticket → 1 primary resource → 1 time slot)
  • Drag-and-drop assignment and scheduling in Day and Week views
  • Filtering resources by individuals, departments, and/or workgroups
  • Quick actions from Resource Planner (edit, view, add time entry, add ticket note, and so on)
  • Creating appointments, service calls, and to-dos from the calendar
  • Geo Map feature on service calls
  • Viewing holidays and resource time off
  • Viewing service calls created for project tasks
  • Multi-resource and multi-time-slot ticket scheduling
  • Custom views
  • True employee work shifts
  • Enhanced PTO and time-off requests
  • Scheduled Ticket widgets
  • Scheduled Ticket events in workflows
  • Vertical timeline in Week view
  • Admin configuration page
  • Read-only permissions
  • Capacity indicators and reporting
  • Project task management and views
  • Quarterly and Monthly views
  • AI-powered scheduling suggestions and Digital Specialist
  • Additional enhancements

Help shape Resource Planner

Your participation in Early Access is critical. We strongly encourage you to share what's working, what's missing, and what would help Resource Planner better replace your current workflows.

Share feedback or report issues

Submit feedback or ideas, or report unexpected behavior directly to our product team:

Feedback form – Resource Planner Early Access Feedback Form – Fill out form

Talk directly with the Product team

Book time with the product team to discuss your workflows, ask questions, or review upcoming capabilities:

Schedule a 1:1 with Product – Schedule through Calendly

Learn how to use Resource Planner

For step-by-step guidance on using Resource Planner during Early Access, including tips, examples, and known limitations, see the following Knowledge Base article:

Resource Planner – Early Access User Guide – Resource Planner guide

This article is updated regularly as new features are delivered.

A final note

Early Access is a collaboration between you and our product team. By exploring Resource Planner now, you help ensure it delivers real value and ultimately replaces existing planning tools when it reaches general availability.

Thank you for partnering with us on this journey.