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New Agent Home - Missing Features
Posted Feb 06, 2025
With the mandatory release of the new Agent Home today, my team was massively impacted by missing functionality that cannot be replicated anywhere else, at least as far as I can tell.
Use Case: New tickets are not auto-assigned. Prior to the update, the dashboard would serve agents both tickets assigned to them (and their groups) along with unassigned New tickets using the Play button. This is done because our phone integration creates new unassigned tickets on phone calls, which can be quickly located on the dashboard. We lose the ability to quickly find those phone calls when they are assigned to agents in a round-robin fashion, since the call will be assigned to a random agent and the agent who actually made the call has to go hunt for it now to reassign it to themself.
The new Agent Home does not display New tickets at all. Creating a view to attempt to replicate the old dashboard also excludes new tickets if you filter by agent. The only way I see to get back old functionality is to create a View per agent, which is both time-consuming and clutters up the view list since I seemingly have no way to filter views by agent, only by groups.
Therefore, to make the new Agent Home functional for us, I would like to see the following changes:
1. Include New tickets, both unassigned and assigned to a group rather than an agent. I'm honestly shocked this isn't already there. What was the rationale for excluding this?
2. Filter by status CATEGORY, not just status. We use custom statuses, so filtering by status and not by category is near useless for us. If I had the ability to filter Agent Home by status less than Pending, that would solve almost all of my issues if request 1 was also implemented.
3. Play button. Why is this even gone? It is a great way to keep agents focused on what they need to work on. We use it almost exclusively. Even if other customers didn't, what do we gain by removing it?
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3 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. 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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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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Zac Garcia
Hi Adam,
Thank you for sharing this impact. I'm the person responsible for Agent Home at Zendesk, and the success of this transition for each customer is very important to me.
Thanks for sharing your use case so thoroughly. I'll make a ticket where we can follow up with you individually. In terms of the feedback, I'll reply publicly as well to help other customers who are also migrating to Agent Home!
For context, Views usage massively outweighs usage of the Dashboard - which is part of why we've chosen to revamp this starting page to set the stage for future enhancements. But it's clear the Dashboard has been helpful and impactful to your team! In this scenario, I'd share the following in hopes of providing additional support:
When filtering by agent, you won't see New tickets (this also applies to the dashboard). This is because New tickets are, by definition, never assigned to an agent. Once they're assigned, they will switch to Open status.
If you add ‘assignee’ to the columns of your view, you can also filter by assignee!
Great feedback - we'll look into this. No promises on timing at the moment, there's a lot we want to do on this page.
Play button is used most frequently, by far, in Views. The Dashboard serves essentially all of the same use cases as a view, including Play mode. On the other hand, there are things that Agent Home can do differently, such as supporting Messaging with up-to-date conversations, making the migration to Messaging easier than ever and solving feature requests in that area. We plan to continue building on this new experience to create differentiated ways to help agents optimize their time, prioritize, and focus on their workload.
I hope this is helpful and provides some context. Thanks for sharing how this is impacting you. To have a direct and more in-depth conversation, feel free to reach out to me at zac [dot] garcia [at] zendesk [dot] com (apologize for the awkward spam-proofing!).
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