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Add List of Unassigned Tickets in Your Groups to Agent Home
Posted Feb 14, 2024
Our agents are requesting for there to be a section/tab in Agent Home to show a list of new/unassigned tickets in their groups.
In our workflow, agents monitor the list of incoming/unassigned tickets in their groups, and agents assign tickets to themselves from that list. Since tickets are not typically assigned to them by someone else, our agents have to navigate away from Agent Home to take on new tickets.
The new Agent Home is a good step toward giving agents a single, one-stop location to manage and prioritize all their work. For our use case, we would need a way for agents to find unassigned tickets for it to truly be one-stop.
Thank you for your work on improving the agent experience!
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6 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Afton Rupert
+1 - would find this very helpful!
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Zac Garcia
Hi Jon Durlauf and Afton Rupert ! Thank you for this feedback! We just released a new capability which helps the agent get a similar view to the legacy Dashboard: Announcing an improved metrics experience for Agent Home. Could you take a look and let us know how this meets your use case?
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Afton Rupert
Zac Garcia - this is one step closer! It would still be helpful to see unassigned tickets specifically.
The open tickets metric is helpful from an overall view but doesn't show the # of tickets that remain unassigned.
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John Lemon
We are also having trouble with the new Agent Home, and feel that a few things have taken a step back in usability. The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us. Our organization assigns tickets to the group level first and then the agents see these in their main view along with their already assigned tickets. They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.
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Robert Kehoe
+1 to John Lemon's comment. Agents used to be able to see unassigned tickets in their groups in Agent Home and it was very helpful to them. Hope this ability can be restored!
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