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Announcing Agent Home



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Zac Garcia

Zendesk Product Manager

Edited Dec 13, 2023


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36 comments

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Jimmy Rufo

Zendesk Luminary

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?

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Zac Garcia

Zendesk Product Manager

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.

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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

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Sydney Neubauer

Zendesk Luminary

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

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Zac Garcia

Zendesk Product Manager

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!

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When will this feature be available for customers who use Zendesk Talk?

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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. 

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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

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Lisa Kelly

Zendesk Documentation Team

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. 

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Lisa Kelly

Zendesk Documentation Team

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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?

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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.

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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?

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Lisa Kelly

Zendesk Documentation Team

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!

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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.

 

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Christine Diego

Zendesk Customer Care

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!

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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.

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Christine Diego

Zendesk Customer Care

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.

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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! :)

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Christine Diego

Zendesk Customer Care

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 

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Thank you for your work on this new feature! Our agents have given two main points of feedback so far:

  1. They miss being able to see the list of tickets when clicking on a particular CSAT rating. It appears a feature request has been made for that here.
  2. They would like to be able to view unassigned tickets in their groups from the Agent Home. That way they can find new tickets to work on without having to navigate away to a different view. I have added a feature request for that here in case others have a similar use case.

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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? 

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Marcos Malagón please remove the public email address posted on the above, we do not need to see this.

Thanks

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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?

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Lisa Kelly

Zendesk Documentation Team

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!

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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?

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Zac Garcia

Zendesk Product Manager

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.

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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?

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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

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Zac Garcia

Zendesk Product Manager

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!

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