Announced on | Rollout starts | Rollout ends |
September 23, 2024 | September 23, 2024 | September 27, 2024 |
Tickets created through Zendesk Chat and Talk SMS are now available on Agent Home. In addition, side conversation child tickets are better supported. This article includes:
What is changing?
Since releasing Agent Home, we’ve steadily increased the number of channels supported by the new home page, while improving stability, speed, and channel support. In preparation for releasing Agent Home to all accounts next month, we are excited to announce the final remaining ticket channels are now supported by Agent Home.
Now, when you’re using Agent Home, you’ll see the following:
- Chat and SMS tickets will now appear in your Tickets work list, sorted by next SLA breach.
- Selecting the Messaging filter will drill down to your Messaging, Chat, and SMS tickets.
- Side conversation child tickets now have their own filter, and will indicate the parent ticket directly from the work list.
Note that active chat conversations will not be grouped in the top of your worklist and the Messaging live conversation previews won’t work with Chat tickets. To take advantage of all the realtime features of Agent Home, consider migrating to Messaging.
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, and will be rolled out to all customers by the end of October. We have sequenced the release of channel capabilities to support use cases best served by Agent Home’s realtime capabilities. We are now wrapping up channel support so all customers can use Agent Home to prioritize their assigned work.
What do I need to do?
If you’ve been waiting for any of the above channels to be supported 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 the supported 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.
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