Agent Home provides useful information to help you manage your tickets and view your recently-completed work. Think of it as a personal command center to keep you up-to-date and prioritize your work.
This article includes these sections:
- About Agent Home
- Activating Agent Home (for admins)
- Opening Agent Home
- Filtering your work
- Sorting your work
- Removing yourself as a CC or follower
- Using Agent Home with auto assist
- Limitations
Related articles:
About Agent Home
Agent Home is the one-stop shop for agents to manage all work, including tickets, messaging conversations, and conversations you’re CC’d on or following. Agent Home works in real time, showing tickets assigned to you and their latest updates, the moment it happens, without the need for a refresh. Productivity tools help you keep your workspace well-organized and tidy.
Agent Home includes:
-
Your work > Tickets: Tickets assigned to you that
need action.
- Hover your mouse over a ticket to see more details, including the original request and latest comment. Click to open the ticket.
- Messaging conversations are shown in real time, with conversation status and latest updates visible right from the home page.
- Supported ticket types include: web, email, messaging, chat, talk, and SMS. Child tickets (created via side conversations) are also included.
- You can filter and sort the tickets in your list.
-
Shared work: See Understanding CCs and
followers.
- CCed: Tickets where you are included as a CC on the ticket.
- Following: Tickets where you are listed as a follower.
- Completed work > Last 30 days: Work you completed recently (last 30 days). This includes tickets with a solved, closed, or archived status and side conversations marked as done.
- Ticket statistics: The number of your tickets with a Good Customer satisfaction (CSAT) rating, a Bad CSAT rating, and tickets Solved by you this week. Agent Home ticket statistics show legacy CSAT ratings only.
- Satisfaction statistics: Satisfaction statistics for you and your team, expressed as the % satisfaction attainment for the past 60 days.
- Open tickets: The number of open tickets assigned to your groups.
-
Updates: Updates to your tickets. Click an update to
open the ticket.
Ticket updates include tickets assigned to you that have:
- Received a new comment
- Increased in priority
- Been reassigned to you
Activating Agent Home (for admins)
Before you can view Agent Home, an admin must activate the page in your account.
To activate Agent Home
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface.
- Scroll to Agent Home, then select Enable Agent Home.
Opening Agent Home
Agents can view their home page in the Support ticketing interface.
Admins have a different page that they access from the Admin () icon. See Viewing the Support Admin home
page.
To view Agent Home
- In Support, click the Home
(
) icon in the sidebar.
- Use this page to manage tickets assigned to you and view ticket updates.
Filtering your work
You can filter tickets on Agent Home to get the exact view you need to manage your work. You can filter tickets by status and by channel.
To filter your tickets by channel
- In Support, click the Home
(
) icon in the sidebar.
- Click the Channel filter at the top of your tickets list, then
select a Channel. You can choose any channel currently shown in
your tickets list.
The filter also supports custom ticket statuses if your admin has activated them in your account.
- To see all tickets regardless of channel, click Clear filters.
To filter your tickets by status
- In Support, click the Home
(
) icon in the sidebar.
- Click the Status filter at the top of your tickets list, then
select a Status.
You can choose Open, Pending, or On-hold (if activated). You can also sort by custom ticket statuses if your account includes them.
When you filter your tickets, you’ll see a blue dot to show you’re looking at a filtered list. The number inside the dot shows how many filtering options you’ve set.
- To see all tickets regardless of status, click Clear filters.
Sorting your work
To help you manage your priorities, you can sort your tickets to show what’s most important to you.
To sort your tickets
- In Support, click the Home
(
) icon in the sidebar.
- Open the sort menu at the top of your tickets list and select a sort
option.
Sorting options include:
- Recommended: Provides suggestions on which tickets to address first. The recommended list groups live messaging conversations at the top of your work list, and sorts the rest of your tickets by next SLA breach.
- Oldest updated: Your least-recently updated tickets are listed first.
- Newest updated: Your most-recently updated tickets are listed first.
Removing yourself as a CC or follower
Agent Home provides a quick way for you to remove yourself as a CC or follower on tickets.
To remove yourself as a CC or follower
- In Support, click the Home
(
) icon in the sidebar.
- To remove yourself as a CC:
- Click Shared work > CCed to open the list of tickets where you’re included as a CC.
- Open the ticket you want to be removed from and delete your name from the CC list.
- To remove yourself as a follower:
- Click Shared work > Following to open the list of tickets you’re following.
- Open the ticket you want to be removed from and delete your name from the Followers list.
Using Agent Home with auto assist
Auto assist, part of agent copilot, is an AI-powered assistant for agents. Auto assist understands the contents of submitted tickets and suggests how to solve them. For more information, see Using auto assist to help agents solve tickets.
To help you prioritize your work, the ticket list on Agent Home indicates which tickets have auto assist suggestions, so you can quickly see which tickets you can open and solve using auto assist.
- On Agent Home, click Auto assist in Your work to show all
your tickets that include auto assist suggestions.
Limitations
This section describes limitations in Agent Home. We’re working to remove these limitations in future releases.
- Chat tickets appear as tickets only, without real-time conversation updates. Messaging will show the conversation status, latest comment, and typing indicator.
- 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
- Tickets updated since November 21, 2023, will appear in Agent Home. If you expect to see a ticket in Agent Home that has not been updated since November 21, you can update it and it will appear. In a similar fashion, if you are listed as a CC or follower on a ticket updated before November 21, you can remove yourself, update the ticket, then add yourself again. You need to do this only once.
- Chat and SMS tickets updated since September 30, 2024 are available in Agent Home. If you want to see a Chat or SMS ticket in Agent Home that hasn't been updated since September 30, you can update it and it will appear.
- For the latest message preview, if you send a reply to a messaging conversation, your message will not appear in the conversation preview. The latest message from the end user will appear.
- For live updates, updates from messaging conversations appear immediately in Agent Home. Updates to email and web tickets will appear the next time you navigate to the page or when you refresh the page.
- Calls made via Talk Partner Edition will not show the live conversation state while a call is ongoing.
- Outbound calls made via the console without a ticket associated may not show the live conversation state while a call is ongoing.
- Outbound transfers to an external number will continue to show the active call until the call leg is ended, even after the agent leaves the call.
52 comments
Arianne Batiles
Hi Andrew,
While we currently don't offer a native feature for this, you might find our Notification App to be what you're looking for. Feel free to check it out and let me know if this is works for you.
I also found another 3rd party app here: https://www.zendesk.com/marketplace/apps/support/990905/notify--pin/?queryID=8f60fa43e399b418f7bd36f9d8144e14
Hope this helps!
0
Sean Morrissey
With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.
1
Lisa Kelly
Hi Erin,
Talk tickets are now supported on Agent Home. See this Announcement for details.
0
Lisa Kelly
Hi Sean,
Thank you for taking the time to share your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started or you can copy and paste what you have originally written here.
0
Barbara
+1 on the auto refresh, this really is a must for agents to work efficiently. It was there before so…
+1 on the play button
Agent Home feels like a step back. We are using Zendesk for 13 years now, and were forced to use the views. The views are much more intuitive and pliable to our specific needs. You can add information as you want → next SLA breach, internal summaries, see a visual difference between urgency of tickets, form fields with information that is important to our workflows, etc… Agent Home seems rigid
0
Lisa Kelly
Hi Barbara,
Thank you for taking the time to share your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started or you can copy and paste what you have originally written here.
-1
D.Fitz
I'm trying to troubleshoot some inaccuracies with Agent Home with one of our agents. She's solved several tickets today but the ‘Solved’ number hasn't moved accordingly despite manually refreshing. So my thoughts are:
0
Hannah Lucid
Hello!
I am testing out this new home page experience (I love it!!). The only challenge I've found is that tickets an agent follows that is assigned to a private group don't show on the new Agent Homepage under the Following section, however, agents who are followers on tickets assigned to private groups can access these tickets. What is the thought behind not putting these tickets in the followers section of the homepage? Can this be fixed so these show?
0
Lisa Kelly
Hi Hannah,
Thank you for taking the time to share your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started or you can copy and paste what you have originally written here.
-1
Zac Garcia
Hi D.Fitz! Shortly after we released these metrics, we identified an issue where Closed tickets weren't being counted in the agent's Solved count on Agent Home. That's been resolved, and the counts should be accurate when you refresh the page. There's no lag, and the count is based on the count of tickets currently in Solved or Closed statuses, where the most recent Solve event occurred this Monday or later.
Hannah Lucid thanks for this feedback. We'll look into this use case and update if there are any changes!
0
Efrat Barak Zadok
We currently use Chat
And none of our Chat tickets are showing in the Agent home
0
Lisa Kelly
Hi Efrat,
This is listed as a limitation in the article:
“Agent Home currently supports web, email, messaging, and talk tickets. Support for chat and talk SMS tickets is coming soon.”
We are working to remove these limitations in future releases.
-1
Cole Neese
Has anyone else had issues with old tickets from 2023 showing up in the Agent Home? It seems like these tickets are “stuck” and won't leave the view. Additionally, there seems to be a delay on tickets showing up in the Agent Home when manually assigned, specifically SMS.
0
Dainne Kiara Lucena-Laxamana
Hi David!
Regarding the Agent Home ‘Solved’ box, it would count the Solved tickets assigned to them. It doesn't matter if they were the one who made the update, as long as the ticket is assigned to them & is tagged as solved.
Sometimes refreshing the page helps to show the correct numbers
0
Collin Murray
Are there any plans to allow more customization opens for the agent home screen? For instance being able to select different metrics to include that are a bit more real-time than waiting for Explore syncs to highlight things like # of ticket comments etc could be exciting to highlight to teams.
2
Taryn
Hi there! My question is similar to Collins comment, wondering if any of the features/side panel info is customizable. We use CSAT to improve the overall process, not to measure the agents performance. This information being posted at the individual level is a step back and may cause unintended consequences. I'd like to know if any of these features can be/will be customizable? Also is it required to move over to Agent Home now?
1
Zac Garcia
Hi Collin Murray and Taryn! We do plan to offer customization on Agent Home in the future. The # of ticket comments made in a day is a top request and is on our radar, though I don't have specific functionality or timelines to communicate at the moment.
Taryn - the CSAT measurement is the same as you'd find on the legacy Dashboard. Could you elaborate on how it represents a step back for your team? While the page layout does respond to feature activation and agent permissions (for example, by turning off the CSAT feature, CSAT metrics are removed from the ticket statistics widget), we do plan to make customizability more available in the future. What customizations are most important to you?
Having reached functional parity with the capabilities offered on the legacy Dashboard, we will be rolling out Agent Home to all accounts starting September 30 and proceeding through October (more information here: Announcing Rollout of Agent Home for Agent Workspace Customers).
0
D.Fitz
We're seeing yet more examples of the Ticket Statistics giving inaccurate results. The agent in question is seeing 5 Positive Tickets but when she clicks on the 5, she sees 7 matching tickets.
This kind of stuff confuses and demotivates our agents. How can we rely on these numbers?
1
Almog Zamir
Hey there
Is there a way to add links or embedded sections to the Agent Home page?
0
Zac Garcia
Hi Almog! We would like to enable some customizations in the future, but aren't there yet! What kind of links or embedded content would you add?
0
Tom Montgomery
"Enable Agent Home" isn't an option in our instance. It seems this was activated without informing us of the changes or giving us an option. Our agents are complaining about it. How can we revert these changes?
0
Zac Garcia
Hi Tom, I've created a ticket for you. You'll be hearing from us within the hour!
0