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New Agent Home - feedback



Posted Feb 12, 2025

Hi!
I would like to share some feedback regarding the new Agent Home. Feedback was shared by one of our agents, so we could say that it is a “ first-hand” opinion.
Re the feedback:

  • The homepage button occupies the top position in the side panel, which tells you that this place is (or at least should be) the most important for your work. The button is still there; but my UX has gotten worse since now I have to “seek” “less important” elements of the button list to do my work. The fact that a lot of users never used the old homepage at all and went straight to “views” also hints that the UI might had some problems. Having to do extra clicks on a daily basis can be seen as a waste of time. At the very least, I would like to have the ability to re-arrange the button list if changing the homepage is out of the question. This way, I can tailor my own UX as I need it.
  • The old homepage had the “updates feed” which I liked. When working with lots of tickets with different priorities, I could often tell which of the tickets assigned to me require immediate attention based on the updates in this feed without opening many ticket tabs at once. The feed only occupied a fraction of your screen and was not hindering the main view in any way. This feature is completely unavailable in “views”. The new homepage, on the other hand, seems like a glorified update feed feature. I mean, it actually has what looks like two separate update feeds now. But the core functionality that allowed me seeing not only “my” tickets, but also “unassigned” tickets of my team in the same place as the updates feed is gone now. I find it questionable, but the designers probably had their reasons. 
    The new homepage seems to be oriented more for the “chat” support, which I reckon not all ZD customers have.

It would be really great if someone could address those concerns or provide an explanation for the implemented changes. 
Thanks!


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3 comments

Indeed our agents go straight to the views too, they almost never use agent home except to look at their satisfaction score. 

 

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Shawna James

Community Product Feedback Specialist

Hey Piotr,
 
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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Zac Garcia

Zendesk Product Manager

Thank you Piotr!

 

It's true that the majority of users go straight to Views. The old Dashboard was of limited utility, and the list of tickets inside can be exactly replicated by configuring a view. The new Agent Home lays the foundation for something different. Indeed, one of the goals is supporting “live” channels like Messaging better than views can. However, we want Agent Home to add value for all agents of all channel mixtures, with richer previews and a more personalized way of doing work. What you see today is just the start, but the first step is to lay the new foundation.

 

Regarding the Updates panel - this is the second post I've seen referencing it. You can read my reply to the other post here, which shares more details about how the new Agent Home's feed came to be, as well as our interest in improving it.

 

Regarding the ability to reorder the left nav - I'll make sure this feedback gets to the right PM, though I'm not aware of any plans to create that capability at the moment.

 

Thanks for passing along feedback from one of your agents - our goal is to help them increase their productivity and the ease of use of their tools, and hearing directly from a firsthand experience is extremely valuable.

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