Adam Vorisek

@John Lemmon I always forget about the current user option. It was doing strange things on my triggers, so I never use it. However, it should be a perfect addition to the view. Thanks for the tip!

With the mandatory release of the new Agent Home today, my team was massively impacted by missing functionality that cannot be replicated anywhere else, at least as far as I can tell.

Use Case: New tickets are not auto-assigned. Prior to the update, the dashboard would serve agents both tickets assigned to them (and their groups) along with unassigned New tickets using the Play button. This is done because our phone integration creates new unassigned tickets on phone calls, which can be quickly located on the dashboard. We lose the ability to quickly find those phone calls when they are assigned to agents in a round-robin fashion, since the call will be assigned to a random agent and the agent who actually made the call has to go hunt for it now to reassign it to themself.

The new Agent Home does not display New tickets at all. Creating a view to attempt to replicate the old dashboard also excludes new tickets if you filter by agent. The only way I see to get back old functionality is to create a View per agent, which is both time-consuming and clutters up the view list since I seemingly have no way to filter views by agent, only by groups.

Therefore, to make the new Agent Home functional for us, I would like to see the following changes:

1. Include New tickets, both unassigned and assigned to a group rather than an agent. I'm honestly shocked this isn't already there. What was the rationale for excluding this?

2. Filter by status CATEGORY, not just status. We use custom statuses, so filtering by status and not by category is near useless for us. If I had the ability to filter Agent Home by status less than Pending, that would solve almost all of my issues if request 1 was also implemented.

3. Play button. Why is this even gone? It is a great way to keep agents focused on what they need to work on. We use it almost exclusively. Even if other customers didn't, what do we gain by removing it? 

With the mandatory update to the new Agent Home today, this recipe unfortunately does not replicate the full functionality of the old dashboard, and I am having a tough time figuring out how to do this.

Our work process is that new tickets are not auto-assigned, but rather are grabbed by the agents when they are in Play mode from their dashboard, which serves up both unassigned tickets and tickets assigned to them.

Not only does the new Agent Home not have a Play button from what I can tell, but there is no way for agents to see only their tickets that require action plus unassigned tickets, either with the new Home or with this recipe. They can only see ALL tickets less than Pending, or filtering to their tickets but then not being able to see new unassigned tickets.

Any recipe to get the FULL original functionality back?

I ran into the exact same issue as  Viachaslau. Customers would mark an article as useful, the ticket would solve without them or us knowing, and they would leave us negative feedback. That is frustrating enough, but being charged as an automated resolution for that is extra bad icing on the cake.  I implemented the exact same trigger to bring back tickets with negative feedback that were automatically solved, which at least lets us help the customer, but unless I am missing something, we would still be charged for a false positive automated resolution. I am on the verge of disabling the feature outright; it has been far more problematic than useful so far, and I don't like paying for problems.

I am not seeing the offline message checkbox in the chat settings>personal section. Was it moved/removed?

+1

+1 to Nichole's comment. It would be greatly preferable to be able to remove the button for customers rather than have a button that essentially doesn't work. It's great when customers can mark their tickets as solved based on suggestions, but it is detrimental when customers mark ongoing tickets as solved when they are logged into Zendesk. Removing that option to solve tickets when customers are logged into Zendesk would be greatly preferable to having triggers in place to either nullify it or letting us know when it happens.

I am having an issue with notifications that Support confirmed is expected functionality, but I do not think it should be expected.

When a ticket starts via messaging, we receive the messaging notifications, which is all well and good. However, after a chat is closed and continued via email, we are still getting messaging notifications for every email. We do not want to get notifications for emails in this area and only want notifications for actual messages. Any way to fix this behavior so that the messaging notifications only shows notifications for messages, and not EVERYTHING on tickets started via messaging?

Zendesk really needs to turn the follower notifications into a regular trigger so that I can turn them off, filter them out by strings, etc. Turning off followers entirely is not an acceptable solution. Where can I submit a feature request for this?

There are so many “what if” scenarios here that it seems absurd to roll out this pricing before those scenarios are 100% settled.

“We have tools for false positives and this will continuously be improved”

Then charge us when it IS improved, not when we know beyond any shadow of a doubt that Zendesk customers are going to be charged by resolution for things that are not truly resolved. Whether it is 1 false positive or 1,000, we should not be charged for any of them and we should not have to go through the effort of creating support tickets to get the false positive charges removed. It would probably cost me $100 worth of time to get $10 of false charges removed. 

I was so excited for advanced AI and was going to build so many cool things around it, but the pricing update took ALL the wind out of my sails and I don't want to go through the effort of building these tools if I just need to cancel the AI add-on when my contract is up. What a truly anti-customer move from a customer service company.