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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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Zac Garcia

Zendesk Product Manager

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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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

Zendesk Product Manager

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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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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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

Zendesk Documentation Team

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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