Customizing Home Dashboard

Pianificati

Data ultimo post: 12 ott 2021

Hi,

I've been trying to customize the Home Dashboard but from my understanding this is not possible on Zendesk Support

I am referring to this view (see screenshot below yo avoid confusion):

Currently, I think this view doesn't bring/add any value to our work so I was wondering whether a customization (at admin level) of shown data and stats could improve what I can see.

I work as an admin on the Support app, which means I don't directly manage or reply tickets but I overview the work of the team and organize/optmize the agent workflow. It would be helpful to have an overview of the team agents instead of my statistics, which will be always zero since I don't work on tickets.

Aside on an old thread, I cannot find any resource on this particular topic and I am wondering if customizing for admin is possible (even in the future if this is a planned to release feature).

Thanks

Giulio

35 commenti

Data

Più recenti

Ufficiale

Zac Garcia

Zendesk Product Manager

21 dic 2023

Hi everyone! Thanks for the engagement on this thread over the past several months. I want to apologize for letting it fall off my radar and not offering more frequent updates, but thank you to Rafael Santos for sharing the Agent Home beta announcement and sign-up form!

Here’s an update on where we’ve been the past year:

Based on this feedback from this thread and other sources, we’ve launched a new Agent Home experience that addresses some (but not all) of the feedback shared here. The feedback shared here seems to center around relevancy of the dashboard data (specifically, that a lot of the dashboard data is not relevant, showing tickets or statistics that agents don’t need to view), and the desire to customize, since each business works a little differently.

The new experience addresses the relevancy aspect. We're aware of the needs around customization as well, but aren't ready to share timelines yet. The new Agent Home experience provides the following enhancements:

Tickets are now relevant to the agent: only the agent’s assigned tickets will appear. Tickets assigned to the agent’s groups will not appear (though we’ve heard that is desirable under certain circumstances and are looking into it for later).
CC’s and Followers can now be found on the Home page, making collaboration and Light Agent flows much more useful.
A Recommended sort option sorts conversations by Next SLA Breach, with active Messaging conversations grouped at the top
Active Messaging conversations get live updates so your agents never miss a beat, even if they close a Messaging tab

We hope this makes Agent Home more useful for use cases that the previous Dashboard didn’t support. Agent Home works best with Omnichannel Routing, allowing all conversations to be assigned automatically to the agent and displayed in Agent Home in a prioritized manner. There's a lot of feedback here about wanting to show custom fields and filter by brands - we’d love to hear how custom ticket fields and brand-based filtering play into this agent-centric, individualized workflow!

-1

Zac Garcia

10 mar 2025

Hi Eugene, thank you for sharing this use case. You're not the only customer we've heard from since the rollout, who doesn't assign tickets to their agents, and instead works collaboratively from the Dashboard. We are thinking through how to make collaborative work of that variety even more effective in the Agent Home experience.

Please reach out to zac[dot]garcia[at]zendesk[dot]com to schedule time for a dedicated Zoom to walk through your use case in more detail. I look forward to hearing from you and ensuring this feedback is factored as part of the ongoing roadmap.

Also, in the meantime, you can also create a view that precisely mirrors the Dashboard's configuration using this guide.

Eugene

07 feb 2025

Unbelievable

We used the dashboard to track the tickets assigned to our support group.
We don't assign tickets to the agents; we work collaboratively on them.
And now our dashboards are empty and useless

And you “hope this makes Agent Home more useful”

Kevin Loo

31 mag 2024

This dashboard definitely needs to be editable. I have a bump/bump/solve flow along with CSAT, which means that most of our reviewed conversations don't appear on this dashboard (Good/Bad/Solved). The logic is that the ticket is created within that week when it should be changed to when a ticket is reviewed that week.

Zac Garcia

31 gen 2024

Hi Mindy B - thank you for this feedback on the Dashboard. If you're using Agent Workspace, and not using Zendesk Chat or Zendesk Talk, please consider giving the new Agent Home a try! (Support for the Talk and Chat channels are coming soon). As one of its many benefits, Agent Home shows only the tickets assigned to your agents, helping them stay focused throughout the day.

Ufficiale

Zac Garcia

21 dic 2023

Here’s an update on where we’ve been the past year:

Tickets are now relevant to the agent: only the agent’s assigned tickets will appear. Tickets assigned to the agent’s groups will not appear (though we’ve heard that is desirable under certain circumstances and are looking into it for later).
CC’s and Followers can now be found on the Home page, making collaboration and Light Agent flows much more useful.
A Recommended sort option sorts conversations by Next SLA Breach, with active Messaging conversations grouped at the top
Active Messaging conversations get live updates so your agents never miss a beat, even if they close a Messaging tab

-1

Mindy B

18 dic 2023

I agree - Home Dashboard has created more issues than help for our teams. We use Views by default. We have many agents who go to the Home view and work tickets that they should not have access to (assigned to another brand or group that the user is not part of). When a user is working a ticket that is not part of their group, it can create several additional issues due to incorrect responses due to lack of training / understanding on the issue. While we do train them not to use this view at all, some do come across it and work tickets before realizing the issue.

The Dashboard does have some usability, but should only show the user tickets that are assigned to them, their group, or have them as a CC or requestor. Any ticket that is otherwise not associated to the user should not appear in this view.

Showing the updates on tickets they are part of, but not assigned (such as the requestor or being CC'd) is the most useful feature as we do not use email updates due to there being too many to manage.

Rob Johnson

15 nov 2023

We would like to disable the home dashboard to force our agents to go to the Views we have set up for them.

NSK)管理者

13 nov 2023

私は、自分で作成したダッシュボードをログインした画面、もしくはホーム画面として
設定したいと考えています。常に目に触れることにより、見落とし（漏れ）を防ぎ、迅速な対応ができるのではないかと考えています。

グループごとに設定できれば、十分かと思います。いかがでしょうか？

＜サンプル＞

具体的な目的としては、

①現在、何のアクションも取られていないチケットがあることのアピール

　　赤：30分以上放置、オレンジ：15分以上、緑：15分内　など

②実績状況を常に目に触れさせることにより、意識の向上

　　担当者別実績、製品別実績（件数・対応時間）

③グループごとの状況共有

　　グループ別の対応実績、状況を確認することにより、認識の共有や繁忙期の助け合いなどを期待

Bruce Williams

26 set 2023

Without customization, the dashboard is just more clutter. Everyone's requirements are different. The updates pane is a complete waste of space and information for OUR use case, however it may be different for others. I want to disable the updates pane and put more info in the ticket listing. I have custom fields and need these here, otherwise the use case is useless for OUR use case.

The good and bad are useless for OUR use case. All our tickets are generated from incoming emails, and we do not use any surveys on the platform.

The point is that everyone will have different needs, so either it needs to be fully customizable, or at a minimum allow us to turn it off. If it does not meet our needs, we can disable and handle our workflows thru View which are customizable. It may be better for Zendesk to spend their development resources to enhance the customization capabilities of Views, rather than try to duplicate the functionality on the Dashboard.

Thanks