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Agent Home feedback



Posted Jul 04, 2024

TITLE: Agent Home feedback

 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

The new Agent Home page has some nice features but we have some issues with it in comparison to the old page:

 

- Updates no longer give a brief overview of the ticket

- Clicking into the ticket stats links takes you to a new filter tab rather than showing in-page

- Ticket stats links don't update without a hard refresh of the browser

- Show unassigned tickets on this page, someone logged here: https://support.zendesk.com/hc/en-us/community/posts/6745361237146-Add-List-of-Unassigned-Tickets-in-Your-Groups-to-Agent-Home

 

These points feel like a step back from what we had before, and this impacts our agents getting the most out of this page.

 

What problem do you see this solving? 

- Agents don't need to click into the update to see more details

- Agents don't have to close a filter tab when viewing ticket stats

- Agents don't need to refresh their browser to get an up to date view of ticket stats

- Agents don't need to move away from Home to see unassigned tickets

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? 

This problem happens on a daily basis now that we have moved to Agent Home.

 

Are you currently using a workaround to solve this problem?

No.

 

What would be your ideal solution to this problem? How would it work or function?

I would be keen to see steps made to increase parity with the features on Agent Home in comparison to the old home page.


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Shawna James

Community Product Feedback Specialist

Hey Gary,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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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