Request for Zendesk Home Screen Functionality Restoration

Introduction Prior to a recent update, the "Home" tab in Zendesk provided a critical function for agents by displaying new and open tickets assigned specifically to them in a list format. This feature was highly useful for quickly reviewing new tickets requiring urgent attention. Additionally, a "history" section was available on the left side of the screen, displaying recent ticket updates in chronological order. These functionalities were essential for workflow efficiency and ticket management. However, the latest update has significantly altered the Home tab, removing these essential features and reducing its overall utility.

Previous Home Tab Functionality and Benefits

1. Ticket List View
   • Displayed only new and open tickets assigned to the logged-in agent.
   • Provided a convenient, at-a-glance view of new tickets needing urgent attention.
   • Allowed agents to quickly assess workload and prioritize tasks effectively.
2. History Panel
   • Displayed a chronological record of recent ticket updates.
   • Enabled agents to review updates made during their absence.
   • Offered an efficient way to track changes without navigating multiple views.
3. Seamless Navigation Between Views
   • Allowed agents to switch to the Home tab without losing progress in the Views tab.
   • Enabled quick access to newly received tickets while maintaining workflow continuity.
   • Supported efficient multitasking by allowing agents to return to ongoing searches without restarting.

Current Home Tab Issues Post-Update

1. Redundancy in Ticket Display
   • The updated Home tab now displays tickets already covered under existing views.
   • Pending, on-hold, and solved tickets are included, which are not as immediately relevant to agents handling real-time issues.
   • The primary functionality of listing newly received and open tickets has been removed.
2. Loss of History Feature
   • The new "Updates" section is an inadequate replacement.
   • Lacks key details such as ticket status (solved, pending, open) and message previews.
   • Provides vague information (e.g., "(Property) commented on (subject of ticket)"), making it difficult to track meaningful updates at a glance.
3. Loss of Hover Functionality
   • Previously, agents could hover over tickets in the "history" panel to preview email content.
   • The new interface lacks this feature, reducing efficiency in quickly reviewing ticket content.
4. Irrelevant Reporting Metrics
   • The "Ticket Statistics" section displays solved ticket counts that do not align with the "Your Recently Solved Tickets" view.
   • "Open Tickets" is redundant as it replicates information already available in other views.

Proposed Solutions

1. Reintroduce "New and Your Open Tickets" Section
   • Reinstate the previous Home tab layout displaying only new and open tickets assigned to the logged-in agent.
   • Ensure quick and easy access to urgent tickets without the need to create custom views.
2. Restore Full History Functionality
   • Reintroduce the chronological ticket update history panel.
   • Include hover previews for email content and clear indications of ticket status.
3. Remove Unnecessary Reporting Information
   • Eliminate redundant statistics and open ticket counts that are already accessible in other views.
   • Maintain the "Following" option, which aligns with recent changes to CC and Following functionalities.
4. Enhance User Experience and Efficiency
   • Allow seamless navigation between Home and Views tabs without losing progress.
   • Ensure that agents can manage workflow effectively without unnecessary disruptions.

Conclusion The recent changes to the Zendesk Home tab have significantly reduced its usability and efficiency for agents. The removal of the ticket list view, history panel, and hover functionality has created workflow disruptions. The new Home tab format does not provide meaningful value as it primarily duplicates existing views. Restoring these critical features will greatly enhance the usability of Zendesk, improve efficiency for agents, and ensure a more streamlined support process.