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Ticket Updates are not showing up in Agent Home

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Stacy Robinson

Zendesk Luminary

Gepostet 25. Jan. 2024

We would like to use the Agent Home view so the agents have more insight into their tickets. Currently, it looks like the Update section is not working as expected. We have tested with multiple tickets.

What problem do you see this solving? (1-2 sentences) 

If the agents can quickly see when there is an update to their ticket, they can get to it much quicker which will help our response times and resolution times.

Is this product still in Beta?

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    Christine

    Zendesk Engineering

    Hi Stacy,
     
    Agent Home is no longer a Beta and was launched in December 2023.
     
    If you are an admin with the Zendesk Agent Workspace activated in your account, you can activate Agent Home for your agents. See Activating Agent Home. We also recommend that admins review our Best practices for setting up your account to get the most out of Agent Home. 
     
    To activate Agent Home:
    1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
    2. Scroll to Agent Home, then select Enable Agent Home.
     
    Kindly note the current limitations of this feature:
    • Agent Home currently supports web, email, and messaging tickets. Support for talk tickets is coming at a future date.
    • To maximize performance, Agent Home has the following limits for displaying tickets:
      • 100 most-recently updated tickets assigned to you
      • 100 most-recently updated tickets where you are included as a CC
      • 100 most-recently updated tickets where you are listed as a follower.
     
    For additional limitations, see Agent Home limitations.
     
    If you already activated Agent Home in your instance, and it doesn't seem to work as expected as outlined here, kindly raise a ticket with our support team directly so we can assist you further. See Option 2: Contacting Zendesk Customer Support from within your product.
     
    Thank you!
     

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