| Announced on | Rollout starts | Rollout ends |
| July 1, 2024 | July 1, 2024 | July 1, 2024 |
Tickets created by Zendesk Talk are now available on Agent Home. This article includes:
What is changing?
In the first release, Agent Home was made available for customers who use messaging, email, and web tickets for their support channels. Since its release, we’ve been working hard to improve stability, speed, and channel support.
We’ve heard from many customers using Zendesk Talk that you’re excited to activate Agent Home as soon as Talk compatibility is available. We’re pleased to announce that Agent Home is now enhanced with the ability to display tickets created by Zendesk Talk
This applies to instances using native talk features, as well as instances using Talk Partner Edition to integrate third-party telephony systems into Zendesk. Now, when using Agent Home, you’ll see the following:
- Live calls work with Recommended sort. Active calls are always displayed at the top of the work list, and are also indicated with the conversation Status indicator.
- Tickets for completed calls are sorted with all other asynchronous tickets, such as emails.
- A new filter for talk tickets is available in the Filters list.
For more information, see Using Agent Home to manage your work efficiently.
Why is Zendesk making this change?
Agent Home is for all Zendesk customers. We first released support for messaging, web, and email tickets to unlock the benefits of real time conversation management and enhanced collaboration to customers using these channels. Now, by adding talk tickets, it shows we are continuing to improve the channel support and capabilities of Agent Home to match and exceed the capabilities of the legacy agent dashboard.
What do I need to do?
If you’ve been waiting for Talk compatibility before activating Agent Home for your team, you can now do so when rollout is complete! If you have already activated Agent Home, you don’t need to do anything. When the rollout is complete, you’ll automatically see talk tickets on Agent Home.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.