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.]. (2-3 sentences)

I would like to see a feature in the agents home page that shows recent updates, trending issues, important reminders that can be set up by our admins. Similar to what is now in the Admin Center for Zendesk Updates.

What problem do you see this solving? (1-2 sentences)

We move fast in our organization and often have multiple updates a week. With agents that are working different types of tickets and work part time. They struggle with keeping up with the updates when they come back in after a lot weekend or break between shifts. If their home page showed them what is trending on what they would see today in tickets it would improve their time in 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? (3-4 sentences)

This has been an ongoing struggle for our team for years. We have strong content and slack communication but it can still be hard to have all the information in one hub.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We currently use slack for all updates and ask our team to spend the first few minuets of their shifts reviewing all their recent updates. We also send out an email every week with what is trending. While this is working things are still missed espically for agents that are cross trained in multiple types of tickets and workflow.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see a place where we can pin important reminders or articles in the agents home page similar to what is in the Admin Center.