Erica Walker

I agree as well.  We don't use the 'home' dashboard because we can't configure it.  When training an agent, it's unfortunate that we have to tell him/her to ignore the first screen because it doesn't show us what we need.  The beautiful part of Zendesk is that it is configurable, and it seems so odd for one of the most viewed screens for agents to not be configurable, making it no longer useful nor helpful.