Customizing Home Dashboard

Planned

32 Comments

  • Official comment
    Zac Garcia
    Zendesk Product Manager

    Hi everyone! Thanks for the engagement on this thread over the past several months. I want to apologize for letting it fall off my radar and not offering more frequent updates, but thank you to Rafael Santos for sharing the Agent Home beta announcement and sign-up form!

    Here’s an update on where we’ve been the past year:

    Based on this feedback from this thread and other sources, we’ve launched a new Agent Home experience that addresses some (but not all) of the feedback shared here. The feedback shared here seems to center around relevancy of the dashboard data (specifically, that a lot of the dashboard data is not relevant, showing tickets or statistics that agents don’t need to view), and the desire to customize, since each business works a little differently.

    The new experience addresses the relevancy aspect. We're aware of the needs around customization as well, but aren't ready to share timelines yet. The new Agent Home experience provides the following enhancements:

    • Tickets are now relevant to the agent: only the agent’s assigned tickets will appear. Tickets assigned to the agent’s groups will not appear (though we’ve heard that is desirable under certain circumstances and are looking into it for later).
    • CC’s and Followers can now be found on the Home page, making collaboration and Light Agent flows much more useful.
    • A Recommended sort option sorts conversations by Next SLA Breach, with active Messaging conversations grouped at the top
    • Active Messaging conversations get live updates so your agents never miss a beat, even if they close a Messaging tab

    We hope this makes Agent Home more useful for use cases that the previous Dashboard didn’t support. Agent Home works best with Omnichannel Routing, allowing all conversations to be assigned automatically to the agent and displayed in Agent Home in a prioritized manner. There's a lot of feedback here about wanting to show custom fields and filter by brands - we’d love to hear how custom ticket fields and brand-based filtering play into this agent-centric, individualized workflow!

  • Dave Dyson

    At present, the Support account home screen is not customizable. I'm moving your post to our Feedback on Support topic for visibility, and so other users can upvote and add their own comments (and feel free to add more information yourself, and/or reformat your post using our template to help ensure our product team has the information they need. Thanks!

    0
  • Amy Lee
    Zendesk Product Manager

    Hi there, 

    We would love to hear more about your use case! We will follow up via email. Thank you! 

    0
  • Margaret Boisvert

    It would be great to allow the home dashboard to be configurable.  As OP mentioned, different people use Zendesk in different ways and have needs for different levels of information

    6
  • Jeremy Browne

    I couldn't upvote this one enough. We use Zendesk with multiple brands configured and it would be great if I could filter the dashboard view to be specific to a brand.

    2
  • Tewfik, Khaled

    Definitely need this capability. At a minimum add columns showing such fields as Topic or add sections to further break down by Type.

    2
  • Lucas Gray

    Being able to customize each agents dashboard similarly to creating a 'view' would be very helpful.

    0
  • Danny Phillips

    Completely agree! I'll take it further, as the VP over my team, I would like to be able to see team, individual agent, and ticket statistics in real time without having to run a report or go count tickets manually. Or, let's say I have an escalation policy to make contact on bad survey tickets for my team. If I could see all bad survey tickets for my team, not just myself, be able to click that number and pull up a list of all bad survey tickets, it would save an enormous amount of time over a calendar year. The point of a home dashboard is to give you a snapshot of relevant information to inform of trends or problems. This dashboard is very lacking.

    0
  • Philippe B.

    Same thing here,

     

    Our issue : Requester sends a new comment, gets back to the back of the line because we can't filter from date of ticket creation vs ticket update. So some department end up having tickets unanswered for + 5 days because customer reached again on a non-answer from us.

    1
  • Dave Dyson
    Thanks for your feedback, Philippe!
    1
  • Imran Shareef

    That's correct; we'd want the ability  to customize the dashboard.

    1
  • Alec Jagosz

    I've had feedback from users that they would like to be able to customize the activity feed to include tickets they've been CC'd in. Is that kind of thing planned in any features?

    Thanks

    Alec

    1
  • John DiGregorio

    This feature is definitely needed.   As the Director of Global Support I want to be able to flag region, organization, etc.   I also want to be able to hide the bar on the left of the screen that shows updates as I don't need them

    1
  • Adam Kranich

    Agreed. Dashboard is not useful for any level currently. A dashboard is supposed to provide useful, actionable info at a glance. Customization  of the dashboard is needed. I have to go to Views to get more useful information.

    I expected a higher level of useful customization from the premiere ticketing platform. 

    1
  • Zac Garcia
    Zendesk Product Manager

    Hi everyone!

    I'm Zac with our Product team. We're making the Dashboard better, with a focus on how it optimizes an agent's daily productivity. The vision is to make it a central, seamless space for agents to execute work, with less reliance on Views to get things done.

    I'm looking forward to hearing more feedback about Dashboard customization. While customization itself is not on the roadmap in the near future, the Dashboard is due for some updates and I'd love to hear how you'd improve the it so we can make it a great experience out of the box.

    In future replies to this thread, it would help me to read the following:

    • What information is most useful and actionable?
    • What information would you remove from today's dashboard?
    • What would it take for Dashboard to replace Views in your daily work? How helpful would it be to show relevant work to an agent in one space, rather than have them navigate and choose between Views?

    I'm open to conversations - just @ me here if you'd like to strike up a correspondence or jump on a Zoom.

    0
  • Zac Garcia
    Zendesk Product Manager

    Thanks to Philippe and Alec for some detailed and actionable feedback. I want to share a couple of things in response.

    Philippe B. - we want to solve the problem of tickets falling to the back of the line. I'd be happy to chat some more about how we're thinking of sorting work in the new experience. How do you prefer to sort tickets? By "next SLA breach"? Last Updated by customer? Date of Ticket Creation? What's the primary efficiency metric you use in your contact center to help your team meet customer expectations?

    Alec Jagosz - we plan for this experience to include CC's, as well as other relevant items for agents. I'd love to connect and talk about how your team use CC's, to make sure the experience is relevant and useful. For starters - when do you CC other agents on your team? Do recipients of a CC have an obligation to respond? If so, how do you track productivity for agents who respond to CC's, and does it factor into their performance KPIs? Do CC's need to show up indefinitely, or only until they are actioned?

    Thanks for engaging here and I look forward to continuing this conversation!

    1
  • Russell Milton

    Agreed, i've been asked this question by many agents regarding the dashboard. They find the 'updates' on the left hand side entirely redundant (at least for us).

    Any ability to add additional fields to the dashboard view or possibly default to a view per group/user would also be useful.  I think it may be worth considering a 'following/cc' tickets tab at the top next to the dashboard tab. Would make light agent functionality easier to navigate

    4
  • System Administrator

    Hi!  I just upvoted this and want to share my use case.

    Currently we are introducing brands in our environment. I have 3 different support groups, and have set up ticket views so they only see the brand they are working with.  However, on the home page, there are all recently created and unassigned tickets, so it could be from potentially all three brands.  I have various skill levels working on these tickets and within Zendesk.  Our 'story' is three companies coming together.  The home page with the tickets is confusing, and could potentially cause people to grab tickets they shouldn't be working, or tickets being assigned to the wrong person, etc. 

    1
  • Erica Dunstan

    Hi, we would like the ability to change the default from the home page to the ticket view. 

    1
  • Shayan Moussawi

    Hello there Zac Garcia,

    Is the redesign of the agent home dashboard still in development? And if so, is there an EAP planned any time soon?


    Some things that would help us for the agent dashboard to replace views would be:

    • sorting by next SLA
    • ability to filter (similar to views) - for example there are certain Ticket types such as "bug report Tickets" that might be assigned to users and on open but shouldn't be displayed in their daily working view
    • including side conversations, @mentions and CCs 
    • ability to remove satisfaction statistics or at least hide them / make them less visible: One agent group doesn't work with satisfaction statistics and the display would be off putting to them
    • only display assigned Tickets to group - one agent group should not see Tickets of another group under any circumstances.
    1
  • Zac Garcia

     

    We desperately need the ability to sort by next SLA breach and include the next SLA breach column. 

    0
  • Stefan Kossian

    We need the functionality to change the grouping and sorting. We are a software support and have there usual priorities we cannot work with the default priorities. 
    The only reason why the employees work with the thing is to display the CSAT value.

    0
  • Claudia L

    Hi, the dashboard is so confusing, there are still notification of tickets that are resolved which they do not need attention for. The agent should be able to choose which notification they would want to keep as reminder and with a X check close the ones that are no more accurate. As per this article https://support.zendesk.com/hc/en-us/articles/4408882039450-Working-with-tickets- we should be seeing only notification for New or Open status ticket but we are seeing them as well for the Solved tickets .. What is the rule exactly of the dashbord notification ? Thank you, claudia

    0
  • Tadeu Gustavo Rocha

    I agree. I don't find this option useful. I would like to disable it.

    Thank you!

    1
  • Keelan Pannell

    This would be a great option to be able to amend this page to make it more useful for agents/light agents. It's hard to find followed tickets and get an overview from his login dashboard page.

    0
  • We would like to be able to add a column to the Solved view in the Agent's Dashboard Home with one of our ticket fields.

    0
  • Bruce Williams

    Without customization, the dashboard is just more clutter.  Everyone's requirements are different.  The updates pane is a complete waste of space and information for OUR use case, however it may be different for others.  I want to disable the updates pane and put more info in the ticket listing.  I have custom fields and need these here, otherwise the use case is useless for OUR use case.

    The good and bad are useless for OUR use case.  All our tickets are generated from incoming emails, and we do not use any surveys on the platform.  

     

    The point is that everyone will have different needs, so either it needs to be fully customizable, or at a minimum allow us to turn it off.  If it does not meet our needs, we can disable and handle our workflows thru View which are customizable.  It may be better for Zendesk to spend their development resources to enhance the customization capabilities of Views, rather than try to duplicate the functionality on the Dashboard.

    Thanks

    4
  • NSK)管理者

    私は、自分で作成したダッシュボードをログインした画面、もしくはホーム画面として
    設定したいと考えています。常に目に触れることにより、見落とし(漏れ)を防ぎ、迅速な対応ができるのではないかと考えています。

    グループごとに設定できれば、十分かと思います。いかがでしょうか?

    <サンプル>

     

    具体的な目的としては、

    ①現在、何のアクションも取られていないチケットがあることのアピール

      赤:30分以上放置、オレンジ:15分以上、緑:15分内 など

    ②実績状況を常に目に触れさせることにより、意識の向上

      担当者別実績、製品別実績(件数・対応時間)

    ③グループごとの状況共有

      グループ別の対応実績、状況を確認することにより、認識の共有や繁忙期の助け合いなどを期待

    0
  • Rob Johnson

    We would like to disable the home dashboard to force our agents to go to the Views we have set up for them. 

    1

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