Upgrading to Agent Home changes the Zendesk legacy agent home page experience and replaces it with a new home page experience. You must have the Zendesk Agent Workspace to use Agent Home. With Agent Home, your agents have a one-stop shop for all of their open work. New work is assigned to agents through omnichannel routing (OCR) or by locating tickets within views.
If your team uses views to find new and open tickets, this change in the home page experience will not affect your views and you can expect very little effort to support the transition. However, if your agents regularly use the legacy dashboard to view new or open tickets, you may want to create an additional view that will return the same tickets the legacy dashboard provided. This way, agents can easily shift from using the dashboard to a using a view.
This article includes these sections:
About this recipe
If your team currently uses the legacy agent dashboard to locate available tickets as part of their workflow, switching to Agent Home can require a little more change management. To help your agents make the transition, you can create a view that's similar to the ticket filter in the legacy agent dashboard.
Creating the view
You can create this view in Admin Center and share it with your agents.
To create the view similar to the legacy dashboard
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views. - Click Add view.
- At the top of the page, enter a name for the view (such as Assigned to your groups).
- Enter a Description for your view.
- Select Who has access to this view.
Typically, this would be Any agent.
- Under Tickets must meet all of these conditions to appear in the view, add the condition:
Status | Less than | Pending
If you’re using custom ticket statuses, use Status Category instead of Status.
- Under Tickets can meet any of these conditions to appear in the view, add these conditions:
Assignee | Is | (current user)
Assignee | Is | -
- Under Formatting options, select the Columns to add to the view.
The legacy dashboard contains these columns: ID, Subject, Requester, Latest update by requester, Group, and Assignee.
- Under Group by, select Priority, then select Descending.
- Under Order by, select Latest update by requester, then select Ascending.
- Save your changes.
Summary
You may find that a different view works better for your workflow or that you prefer agents to carry out their workday from Agent Home. Upgrading to Agent Home is a perfect opportunity to refine the views your team uses to serve up work. It is also an opportunity to activate omnichannel routing so your agents can focus on the most relevant work based on their availability and skills.