| 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.