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 of 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.
11 comments
Lisa Setford
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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Ron van der Lee
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
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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Ron van der Lee
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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Laura Albarracin
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
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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Adam Vorisek
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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John Lemon
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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Adam Vorisek
@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
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:
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
John Lemon - we have updated the article with your suggestion, and I want to thank you for your feedback!
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