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Agent Home is missing the most important feature
Posted Feb 04, 2025
Agent home is no good to us until it can include unassigned tickets. Why would you create something that allows filtering of only SOME of the statuses? Why is “unassigned” not part of the filtering system?
Big fail. Please fix this.
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Zac Garcia
Andy- thanks for sharing your thoughts on the Agent Home experience. I'm the person responsible for Agent Home at Zendesk.
We've learned through many conversations with customers that the Dashboard functionally operates the same as a default, built-in view. Customers use views to see unassigned tickets and break down their workload. In many cases, because the Dashboard could not be customized, it is an overwhelming look at the totality of work across the entire system. Once they set up views, the dashboard was used mainly to check the ticket statistics.
What we've repeatedly heard is the need to have a customizable Home experience that is personalized to the agent (supporting a more actionable and personal workload) the need to support the fast pace of Messaging conversations in real time, and the need give the agent targeted visibility to their most relevant metrics.
Agent Home supports tickets assigned directly to you (the agent viewing the page). Because New tickets change to Open once assigned, they won't appear and are not part of the filtering - but all other statuses (including custom ticket statuses) are supported. It also gives the agent visibility to work they're CC'd on or Following, and supports a realtime readout of how auto assist is interacting with the ticket. You can also click into “Your groups” for a look at the tickets assigned to your groups.
We will be leaning further into the realtime updates to Agent Home (a longtime ask of Views), and customizability, in the coming months. If you would like, I'm also happy to speak directly and have a deeper conversation about your use cases and needs. You can reach me at zac [dot] garcia [at] zendesk [dot] com.
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