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Support recipe: Creating a view to replicate the legacy agent dashboard



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Lisa Kelly

Zendesk Documentation Team

Edited Feb 13, 2025


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11 comments

Hi Team,

If we have views in our current agent workspace, will there be any changes to this view or will they remain set up? 

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Under Conditions / Tickets must meet all of these conditions to appear in the view, I'm unable to find the Less Than criterium, only Contains at least one of the following and Contains none of the following as mentioned in the article.

Is this correct? If so, does this mean that I have to not only select Pending, but also Solved to get the same results?

 

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Lisa Kelly

Zendesk Documentation Team

Hi Ron
Thanks for asking. You have to select “Status” or “Status category” as the first Condition, not “Ticket status” See screen capture below. 

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Lisa Kelly Thank you very much. That's clearly mentioned in the recipe text. It's because of me being not yet familiar with Zendesk that I missed that. Thank you for pointing it out.
I changed it accordingly and it now works. Thank you again.

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Hi Lisa, our account will roll-up on Feb 3 to the new agent dashboard. 
We have several views updated, all of them with the condition “Status Category” Less than “Solve”. 
If I need my team to continue working on these views, do I need to update all Views to meet the criteria Less than “Pending” for them to be able to access that view? 

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Lisa Kelly

Zendesk Documentation Team

Hi Laura
Just to clarify. You don't need to change any of your existing Views for your agents to still access them. This article just describes a new View that replicates the available tickets list that appeared on the legacy agent dashboard. The new Agent Home shows each agent a curated list of their assigned tickets, not all available tickets. 

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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?

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The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us.  Our organization assigns tickets to the group level first and then the agents see these in their view along with their already assigned tickets.  They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.  

We had to add some more settings to the view described above to replicate this fully:

Under Tickets must meet all of these conditions to appear in the view, add the condition:
Group | Is | (current user's groups)

Under Tickets must meet any of these conditions to appear in the view, add the two conditions:
Assignee | Is | (current user)
Assignee | Is | -

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@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!

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Zac Garcia

Zendesk Product Manager

John Lemon thank you for sharing your thoughts! Your meets any conditions will be added to this recipe soon.

 

We won't add the meets all condition of:

Group | Is | (current user's groups)

This is because the Dashboard would also show tickets that weren't assigned to a group, so this condition would unnecessarily restrict the view conditions for customers who had other use cases for the Dashboard. However, the addition of this condition to your view shows how customers have had a variety of use cases for the Dashboard, and how these use cases can be better met using Views.

 

That being said, we're going to keep growing the use cases for Agent Home as well. We have a lot of capabilities planned in addition to “what kinds of tickets should we show here”, and we're very interested in your feedback. We won't be rebuilding the views capability here, but instead will be helping drive more awareness, focus, and speed on the part of agents using new capabilities.

 

As always, please post here or drop me a note at zac [dot] garcia [at] zendesk [dot] com with your feedback or to set up a Zoom to talk more!

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Zac Garcia

Zendesk Product Manager

John Lemon  - we have updated the article with your suggestion, and I want to thank you for your feedback!

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