Announced on | Rollout starts | Rollout ends |
December 11, 2023 | December 11, 2023 | December 18, 2023 |
Zendesk has introduced 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.
This article includes these sections:
- What is changing?
- What are the benefits of Agent Home?
- 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 the 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.
- 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.
See Using Agent Home to manage your work efficiently to learn more about Agent Home.
What are the limitations?
- Agent Home currently supports web, email, and messaging tickets. Support for talk tickets is coming at a future date.
- To maximize performance, Agent Home has the following limits for displaying tickets:
- 100 most-recently updated tickets assigned to you
- 100 most-recently updated tickets where you are included as a CC
- 100 most-recently updated tickets where you are listed as a follower.
For additional limitations, see Agent Home limitations.
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 activate Agent Home for your agents. See Activating Agent Home. We also recommend that admins review our Best practices for setting up your account to get the most out of Agent Home.
If you’re using Zendesk Talk or Zendesk Chat, we don’t recommend activating Agent Home yet.
36 comments
Jimmy Rufo
Hi Zac Garcia,
I remember seeing some chatter about @ mentions being on the roadmap for a feature like this. We often have workflows where support staff own tickets but tag a light agent to help collaborate on a solution, and the light agent struggles to keep track of tickets they were mentioned on.
Can you confirm that is something that is being worked on and/or in scope for this feature at some point?
1
Zac Garcia
Hi Jimmy!
If a Light Agent is tagged on a ticket, they'll be added as a CC or Follower based on the guidance shared in Using @mentions. Agents can then view their CC'd and Followed tickets directly from Agent Home, sorted by recent activity, so they can stay on top of all the tickets where they're mentioned. We're continually looking into ways to make these interactions stronger and more useful (see our recent announcement about using @ mentions in Messaging!) and would love your feedback in the Product Feedback forum on how this is working for you in Agent Home.
1
Lue Loudin
Will this new agent home be accessible by the dashboard URL on/after 12/18 (when this deploys)? Will the dashboard URL be broken on/after 12/18 (when this deploys)?
I.e., https://[company-specific].zendesk.com/agent/dashboard
0
Sydney Neubauer
We are also looking for followed tickets - we regularly follow tickets (not added as CC to keep our names hidden on email threads). Is that coming?
Also - it is recommended that it is not turned on for those using Chat and Talk - why is that? And when would it be recommended to do so? We use Talk, Chat and Email
0
Zac Garcia
Hi Lue Loudin! Agent Home is an opt-in experience, and you can learn more about how to activate it here: Activating Agent Home. After you activate Agent Home, navigating to the Dashboard URL will bring you to the new Agent Home experience.
Sydney Neubauer - tickets you're following will appear under "Following" in Agent Home! As for Chat and Talk - those channels have not yet been integrated yet into this new, realtime interface, but there's more coming soon. Look for more information soon as we rapidly improve on this experience!
0
Amelia
When will this feature be available for customers who use Zendesk Talk?
1
Vladimir P
Thanks for the update.
I can't see Agent Home in the Agent Interface section. I'm an Admin, Enterprise account, Agent workspace is turned on. Please advise.
0
Damien Messé
Hello, regarding the new agent home my agents are telling me that where often using the possibility to see the tickets with bad or good csat in the previous dashboard.
Is this feature planned to be implemented ? Or maybe a filter to quickly the good/bad csat tickets assigned to an agent.
Thanks
4
Lisa Kelly
Hi Vladimir,
The feature is still rolling out. See the rollout dates at the top of the article. If you don't see the Agent Home option after Dec 18, contact Zendesk Customer Support.
0
Lisa Kelly
Hi Damien,
We have a recipe for this. See Creating a view to show CSAT ratings without the legacy agent dashboard.
-2
Mark Nino Valencia
Hello Team,
We moved to the new UI recently and so far the team really love it except for the ticket statistics section where the team needs to reload the Zendesk page to see the updated number of solves and other data. Is this a bug or an intended change? Could we have a refresh button so they dont have to fully reload Zendesk from the browser?
3
Bobby (Robert) Engelhard
Hi,
In regards to the Ticket statistics section, can the numbers be hyperlinked to the appropriate survey tickets? The old dashboard used to have the number count for Good and Bad, in which you could click and it would then show the list of tickets. The new Agent home still has the number count, but no longer hyperlinks to tickets so can't view the surveyed tickets any longer.
4
Monica
Are there long terms plans for customization of agent home displays, sorting and if it could be dependent on the different ticket groups or roles?
0
Lisa Kelly
Hi Monica, Bobbie, and Mark. Thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for the Support ticketing interface 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. Thank you!
0
Tobias Hermanns
Is there a way to disable Agent Home and Agent Legacy Home?
We want Agents login not see "Home" at all and work from their "Views" page directly?
Home can have tickets visibility for issue tickets i.e. Prio missing so our Admin Team will check this first, but instead of using Views, Agents pick them from Home, as they not recognized this "non-group" workload is not for them.
0
Christine Diego
Hi Tobias,
The homepage or agent home cannot be disabled as of the moment, however if you want the agents to make sure that they are getting tickets from their group, you may want to consider Activating Agent Home in this way, when they login on their support account, they will only see the top of their ticket list.
I would also encourage you to post this as a feature request in our Support ticketing interface 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. Thank you!
0
Rickard Läckgren
Hi!
The new Agent Home is long awaited due to the "follower" function that has been missing as a filter.
But now that we have enabled the new area we only see 4 tickets, even if we have alot more tickets assigned / following. I cant find where to change this, I've made sure there is no filters enabled. For one user he sees 9 tickets in his top "Issues", when i do a search hes assignee on 16 tickets.
0
Christine Diego
Hi Rickard,
As mentioned on this article, tickets updated since November 21 will appear in Agent Home. If you expect to see a ticket in Agent Home that has not been updated since November 21, you can update it and it will appear.
0
Rickard Läckgren
Page can not be found on your article link.
But I got an explanation on the view issue in your reply.
Thanks, the update is great! :)
0
Christine Diego
Hi Rackard,
Apologies about the broken link, but you here's the article for your reference https://support.zendesk.com/hc/en-us/articles/5064623131418#topic_vmc_czv_4xb
0
Jon Durlauf
Thank you for your work on this new feature! Our agents have given two main points of feedback so far:
0
Matt F
Hey Zac,
We have this switched on in one of our test environments and its a welcome UI refresh. From a product perspective though, how best would you measure the success of implementing this?
Traditionally most changes have some kind of impact attached to them. What would you say is the impact here?
0
James
Marcos Malagón please remove the public email address posted on the above, we do not need to see this.
Thanks
1
Mark Nino Valencia
Child tickets do not show up in Agent Home which makes this change useless for us. Can we get these tickets on the Agent Home please?
0
Lisa Kelly
Hi Mark. Thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Agent Home 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. Thank you!
0
Kat
Hello! Will the agent Home support viewing the CSAT on earned agent's scores directly by clicking on good/bad tickets that were rated? Similar to what used to happen in the old Home page experience?
0
Zac Garcia
Jon Durlauf and Kat - thanks for your feedback on CSAT and Tickets Assigned to My Groups. We are releasing an update soon that will make the CSAT numbers clickable, and will include a new count for Tickets Assigned to My Groups. Clicking on these counts will take the agent to a Search page with the results on display. While it's not identical to the legacy Dashboard experience, this allows the agents to drill into their feedback and most recently received tickets in their groups!
Note the Search results will be limited to 1,000 tickets, so if you're handling a higher volume, it's best to create a View.
Look for this update in the coming month!
Mark Nino Valencia - Child Tickets are one of the few remaining channels for us to integrate, you can look for that in the coming months as well! Agent Home currently supports Email, Web channels, and Messaging.
1
Leia Swiggett
It's been 6 months since this realized. Has there been any updates to using agent home with ZenDesk Chat being available with this feature?
1
Mark Nino Valencia
Hello Zac Garcia ,
This feature is becoming more and more vital for our workflow. Pretty helpful for our team to manage work. When should we see child tickets added? We appreciate an ETA
0
Zac Garcia
Hi Mark,
Child Tickets should now be showing up in Agent Home, though we plan to make a few enhancements to how they're displayed. I've reached out to you via a Support ticket and look forward to working on this together!
0