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
Zac Garcia
Leia Swiggett we're working on aligning plans around Chat now, and we hope to display the tickets generated by Chat conversations in Q3. We've been making sure things are neat and tidy in the backend of Agent Home before rolling it out to a much wider audience of customers and channels!
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Philipp Metzdorf
Hey Zac Garcia, quick one about the updates mentioned in your new article - is there already an ETA for the search queries to allow opening rated and solved tickets again? I know there are workarounds, but this is almost the only thing our team isn't happy with about Agent Home yet and we can't wait to get this "back". Thanks!
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Zac Garcia
Hi Philipp Metzdorf ! We're putting the finishing touches on the capability and you can look for it in a matter of weeks!
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Philipp Metzdorf
Hi Zac Garcia Thanks for the update and changes. We noticed one issue with the release from yesterday though: The search query for open tickets (number) your groups is not working as probably intended, cause it is not matching the number in the agent home. In my case it shows 10, but search query is about 1000+ open/new tickets.
The reason is probably, that we have multiple groups with the name Support in it, but if the search query is for example as in my case status<=OPEN group:"Support" I am getting shown all open tickets for all groups that contain the word "Support". Can this be fixed, so the group name has to match exactly? Otherwise I am seeing all open tickets from “Account Support” for example as well in the search query.
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Adam Gurman
Hello,
Has there been any progress made in the last year since this was released to include Talk tickets and displaying unassigned tickets in the Agent Home? Once these both are implemented then I will be comfortable turning on Agent home in our environment.
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Lisa Kelly
Hi Adam, Talk tickets are supported on Agent Home as of July 1. For a full description of what Agent Home supports, see Using Agent Home.
Agent Home shows tickets that are assigned to the agent who is viewing the page. New, unassigned tickets must be manually or automatically assigned to the agent before they appear on the Agent's Home page. For unassigned tickets, refer to the Unassigned tickets view. Agents can also view other open tickets in their Groups by clicking the Open tickets link on Agent Home.
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