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Using Agent Home to manage your work efficiently



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Lisa Kelly

Zendesk Documentation Team

Edited Feb 11, 2025


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52 comments

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Arianne Batiles

Zendesk Customer Care

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! 

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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.

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Lisa Kelly

Zendesk Documentation Team

Hi Erin
Talk tickets are now supported on Agent Home. See this Announcement for details. 

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Lisa Kelly

Zendesk Documentation Team

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.

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+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

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Lisa Kelly

Zendesk Documentation Team

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.

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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: 

  • Is there a lag on these number in the same way there is on the datasets in Zendesk Explore? 
  • Are we looking at tickets assigned to the Agent in the Solved state or are we looking at the update of an agent marking a ticket Solved? 

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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?

 

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Lisa Kelly

Zendesk Documentation Team

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.

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Zac Garcia

Zendesk Product Manager

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!

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We currently use Chat
And none of our Chat tickets are showing in the Agent home

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Lisa Kelly

Zendesk Documentation Team

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. 

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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.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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

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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.

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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?

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Zac Garcia

Zendesk Product Manager

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). 

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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? 

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Hey there
Is there a way to add links or embedded sections to the Agent Home page?

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Zac Garcia

Zendesk Product Manager

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?

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"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?
 

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Zac Garcia

Zendesk Product Manager

Hi Tom, I've created a ticket for you. You'll be hearing from us within the hour!

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