Every system and reference you need for your shift, in one place. Links open in a new tab.

AM tickets you updated, commented on, or handed off from PH JIRA Support to CRM/Website Request Team. Informational only - does not affect your KPI score.

Calls Accepted, Zendesk Tickets Updated, and JIRA Tickets Updated for every active Senior TSR company-wide, regardless of team.

Pick a category, answer a few questions, and get straight to the right next step.

No one is currently in training.

Verified single-day results only—MTD totals are never substituted. Dates that have not yet been backfilled from the source systems show Unavailable. Onsite/WFH/Present/Out counts let you check whether a dip or improvement lines up with the day's work-setup mix or staffing gaps. Present is always Onsite + WFH; Late is shown separately since a late entry doesn't record which setup that employee was in.

My Schedule Requests

Enter attendance for your direct reports here — it flows straight into their KPI numbers on the next refresh. Dates already covered by an approved PTO request are locked and can't be changed here.

Manage full profile information for your direct reports here.

Correct a direct report's schedule for one specific day — useful when what's on their schedule doesn't match what they're actually working, so tools like the Status Wall stop flagging them incorrectly. This only overrides the single day you pick here, not their recurring weekly schedule.

Generates a Monthly Business Review deck for your team - Team Overview, Attendance, Productivity, CSAT, Coaching, and Pending/Reminders, with a few insight lines drafted by Copilot and fact-checked against your team's actual numbers by Groq. Schedule Adherence and completed Performance Evaluations aren't included yet - there's no reliable structured data for either in this portal.

Bad CSATs your reports received this period. "Contacted" is detected automatically once that employee's own Team Lead or assigned Senior TSR replies on the ticket after the survey - "Recovered" means the customer replied back after that.

24-hour follow-up, 7-day bad→good conversion, and customer response rate, by team lead, company-wide.

Spiffs earned across Lofty's incentive programs, in one place. Currently tracking the SMB Referral Rewards Program (a flat $5 per referral, paid once it reaches Closed Won) - more programs will show up here as they launch.

Cross-checks the "Lofty TA Escalations" Teams GC against Zendesk's escalated_to_supervisor tag, refreshed daily.

Escalated in the GC but never (or no longer) carries escalated_to_supervisor in Zendesk - invisible to any tag-based report.

Carries the tag in Zendesk but has no record of ever being posted to the tracking GC.

Score a ticket interaction against the fixed rubric below.

Run an AI QA audit on your own ticket, scored against the same rubric as an official Lofty QA Evaluation - for your own practice only. Nothing here is ever saved: not to the database, not visible to your team lead or QA, and it has no effect on any official QA Scorecard record or reporting number. Close or refresh this tab and the result is gone.

Coaching sessions your team lead has shared with you. Review and sign to acknowledge.

Pull the end-of-day report for all of Lofty Support (8:00 AM - 8:00 PM EST shift). It is built from Zendesk, JIRA, the Lofty TSR Attendance workbook and your Huddle Log, and takes a few minutes. Private to you.

Log each huddle as it happens through the week, then generate a week-over-week report for it.

Probationary performance evaluations your team lead has shared with you. Review and sign to acknowledge.

Cases decided by HR are shared here for you to review and sign.

SOP, process, and feature updates your team lead has shared with you. Review and e-sign to acknowledge.

Admin-only reference content Lotti can draw on to answer any employee's question - never shown in the employee-facing Alignment tabs, no acknowledgment required. Use this for background info (like an internal contact directory) Lotti should know without anyone being assigned to read it.

A running log of anything that affected productivity or KPI performance - outages, policy changes, staffing gaps, leadership actions - so a dip or spike in completion rate or CSAT has a documented reason behind it. Visible to leadership roles only.

Narrated training videos covering Zendesk, Jira, Lofty, and other onboarding and process topics — hosted by Max, your Lofty Training Assistant. Watch a video to the end and it's automatically marked complete on your progress.

Shows PTO requests filed by leadership (team leads, BQA, and SOM), with full reason, notes, and approval history. Only visible to leadership - not reps.

Not sure where to look? Ask Lotti - she searches the handbook and tells you the page. On a phone, use Open in new tab.

Earn points for the stuff you're already crushing - good ratings, sharp KPIs, showing up, and actually reading the SOPs. Then spend them on something nice.

Bragging rights reset every month. Good luck.

Redeem responsibly. Or don't - hoarding points is a valid strategy too.

Adds them to the roster in training - you'll automatically see them under Coaching, Disciplinary, Alignment, Team Attendance, and Team Roster too, the same way any team lead sees their own direct reports.

No one is currently in training.

Every bad CSAT rating for this period, company-wide. Flag one as Not Valid to file and decide a dispute in one step, or Approve/Reject a rep-filed dispute already pending. Once a DSAT stands as valid, you can start a coaching log on behalf of the rep's team lead.

Every coaching session filed company-wide, across every team lead. Read-only oversight - drafts stay private to the team lead until sent.