| Announced on | Beta rollout |
| June 13, 2023 | June 13, 2023 |
Zendesk is introducing an updated page in Support, called Agent Home. Agent Home is the one-stop-shop for agents to manage all their work, including tickets, messaging conversations, and CCs and followers tickets. We’re announcing an open beta program for this feature so you and your agents can try out Agent Home and provide us with feedback.
This article includes these sections:
- What is changing?
- What are the benefits of Agent Home?
- Who can use it?
- What are the limitations?
- Why is Zendesk making this change?
- What do I need to do?
What is changing?
Zendesk is replacing the standard agent dashboard in Support with an updated, modernized page. Agent Home works in real time, showing agents their assigned tickets and their latest updates. The page includes read and unread indicators to help keep agents on top of the conversation and productivity tools to help them keep their workspaces well-organized and tidy.
Agent Home works for all agents who are using Agent Workspace, but will work best for customers who have enabled Omnichannel Routing (OCR). With OCR and Agent Home, agents will never have to leave Agent Home to get their work done.
What are the benefits of Agent Home?
For agents, the benefits of Agent Home include:
- Gathers all tickets assigned to you into a single place.
- Shows messaging conversations in real time, with conversation status and latest update visible right from the home page. You don’t have to toggle between tickets to get a full view.
- Includes read and unread indicators in the ticket list, with the ability to mark tickets as read or unread.
- Unlocks a front-and-center experience for tickets you’re CC’d on and tickets you’re following.
- Enables sorting and filtering by status and channel.
- Includes a new Recommended sort, which always groups live Messaging conversations at the top of your work list, and sorts the rest of your async tickets by next SLA breach
- Shows statistics for CSAT and solved tickets.
- Provides access to tickets you’ve recently solved.
Who can use it?
Agent Home is available only to Agent Workspace customers. If you’re using Zendesk Talk or Zendesk Chat, we don’t recommend activating Agent Home yet. We are working hard on the experience for Support tickets and Messaging. Support for more channels will be implemented at a later date.
What are the limitations?
Beta limitations include:
- Real-time updates aren’t implemented yet. Agents need to refresh the page to see the latest updates.
- Some tickets may not show the correct channel icon.
- Some ticket updates may not display correctly.
- Chat conversations and talk tickets are not supported.
- Filtering by status is supported, but filtering by channel is not.
GA limitations include:
- Chat conversations and talk tickets are not supported.
Zendesk will be working hard to remove these limitations as the beta continues.
Why is Zendesk making this change?
Being an agent is a difficult and time-consuming job. To increase agent efficiency, Zendesk wanted to give agents a single, one-stop location to manage and prioritize all their work.
What do I need to do?
If you are an admin with the Zendesk Agent Workspace activated in your account, you can sign up for the Agent Home open beta program.
- Sign up here for the Agent Home beta program.
- Once activated, your agents can easily toggle between Agent Home and the standard agent dashboard in your account.
13 Comments
Great stuff!! I look forward to seeing this! Most of the feature requests around the home page has been to allow us to customize it. Is there going to be any of that? For example, we may want to have different filters available. Or add 60 days to the completed work.
Also, are you considering adding an area where we can click and see all tickets we're mentioned on?
Thanks for the work on this!
Excited for this page to finally get updated! Will you allow any customizations? Looking at some of the initial screens I can already tell there will be too much data for features we do not use. Is there a way to hide some of this or make the dashboard customized for how our teams work? i.e we don't use messaging or Zendesk CSAT.
Hi Heather and Reshma! Great questions. The initial release will be completely focused on the work list, and the stats from the previous Dashboard are included to make the transition easier for customers who are familiar with it. We hope to allow some level of customization after that. By joining the beta (even with a sandbox account, if this doesn't fit your production needs), you can be added to the beta community, where we can discuss the feedback in depth and talk through your use cases!
Hi Zac,
This looks like a feature with great potential. I am particularly excited about Agents having the ability to mark something as read / unread.
Is there a place where we can share feedback on this feature yet?
One thing that jumps out to me immediately is that the list of tickets only includes the Ticket ID and Requester - it would be great to see:
Or potentially have configurable options on the Admin side.
Similarly for Following / CC's, having the additional context of assigned Group and Assignee, including the above I mentioned would be helpful.
The Updates section seems like it will be really powerful as well. It would be great to understand what type of events populate this and if there are plans to add a configurable element to this.
Lastly and while this may be outside the scope of this feature on it's own - this seems like a stepping stone towards having notifications within Zendesk for non-messaging / non-Talk tickets that would be configurable (similar to what Sweethawk offers with their Notifications app).
Hi team,
Will the Dashboard url still work [company].zendesk.com/agent/dashboard after this deploys or is it an additional page and the Dashboard will stay after beta?
Hi Zac, I sent my application several times to get the early access for this beta version but did not receive any updates. Could you please check? Our domain "kzr".
Lue Loudin - the experience will be opt-in when it first launches, so at launch you will still have access to the old dashboard if needed.
Talgat Jampeissov - we are adding customers in at a controlled pace, but I can confirm your submission was received!
Zac Garcia
Looking forward to the EAP. Is this enabled for sandbox environments as well as production?
If you'd like to test this in your sandbox, you'll want to submit this form again but instead enter your sandbox subdomain. Hope this helps :)
Hi Zac Garcia, where can we provide feedback and ideas on the current Agent Home or report any issues? I've just listed them below for you now.
Issues & Questions
Feedback & Ideas
Hi,
I might be blind, but can anyone confirm how you mark a notification as read / unread ?
I had a similar question to the one above. For Completed Work in the last 90 Days, is it only going to show tickets assigned and solved by the agent? We have agents who use that to track their own progress throughout their shift but we also have work flows that un-assign solved tickets from agents, potentially skewing the number. Can you confirm what it is considering as a Solved ticket in this instance? Also, would it be possible for that 90 day section to have a filter to look at this week, or custom date range (today, last two days etc) so the agents can track what they have done?
Thanks
Hi,
I have been using the Agent Home beta on my sandbox instance for the last couple of months. I signed up for the beta to be activated on my live instance of Zendesk, but I am still not seeing it.
Are there plans to roll this out to additional users any time soon?
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