Thanks for your feedback on the Updates panel in the Dashboard. We hear you loud and clear. I'm excited to share a couple of updates: first, we've shipped an enhancement to the Zendesk start page called Agent Home. This new experience, while it still contains the Updates panel, features it a little less prominently - and comes with other productivity improvements like visibility to Next SLA Breach and CC's/Followers, all from one page.
Next, we're working on some improvements to Notifications in Zendesk. When these come into being, expect to see some changes to how the data from the Updates panel is shared with agents on Agent Home.
What I'm hearing from you is that the “Updates” list to the right of the main work list, is showing some data that is either a) already reviewed and actioned by agents or b) is related to Solved tickets. In both cases, it's no longer relevant.
In the near term, I recommend relying on the main work list, and ticket statuses, to organize work. For example, if a ticket has been actioned by an agent, and is waiting for a customer reply, use the Pending status to indicate this.
As mentioned before, we hope to ship capabilities that make workload management even easier. These include read/unread indicators (as mentioned before). Right now, the work list is the dynamic area that agents can use to manage workload, and the Updates feed functions as more of a static representation of recent updates. We do hope to improve that, but there are no immediate plans to make a change to the Updates panel - it's on the radar as an area that could use some attention based on the feedback above.
I'm happy to connect anytime at my firstname dot lastname at zendesk dot com to correspond or even have a live 1:1 conversation for more feedback!
just following upon this one, the agent home screen allows to view updates that have arrived but you cannot dismiss them or mark them as viewed once they have been looked at so they come of your list.
This hampers efficiency because agents that are running 50+ tickets at any given time have lists and lists of ticket updates showing on their home page and they need to be able to clear this list down as they action them so they dont waste time going into tickets they have already actioned
Hi Matt! Thanks for this feedback. Note that next month, Zendesk customers will be migrated to an enhancement over the dashboard, which we call Agent Home. This will make it easier to keep track of your open tickets in many ways - including the addition of Unread Indicators (which we hope to ship in the coming months) to notify you which tickets have received new comments since you last viewed them.
We have just gone live on a global implementation of Zendesk, we are less than 4 weeks in and this has been raised as a topic from my team as something that will really help improve efficiency as you would know what tickets require updates especially if you recieve high volume traffic each day,
im surprised this was raised 5 years ago and it appears after 2 years Zendesk team have given up responding to this, very for and update that could have an incredible impact to the usability of the system
i would love to see a dismiss function to the notification on the dashboard updates section,
Thanks for your feedback on the Updates panel in the Dashboard. We hear you loud and clear. I'm excited to share a couple of updates: first, we've shipped an enhancement to the Zendesk start page called Agent Home. This new experience, while it still contains the Updates panel, features it a little less prominently - and comes with other productivity improvements like visibility to Next SLA Breach and CC's/Followers, all from one page.
Next, we're working on some improvements to Notifications in Zendesk. When these come into being, expect to see some changes to how the data from the Updates panel is shared with agents on Agent Home.
I agree that this is a feature that should exist within Zendesk.
At the very least, we should have the option to hide the updates we have answered, so we can ensure the least possible amount of confusion, considering there are a lot of us here that would handle many tickets daily.
I too, am baffled as to why this isn't something we can't do yet.
Resurrecting this request since we're in 2024 -- any updates on when we can expect some iteration here? It's so strange to see "Updates" on the main dashboard for tickets that were closed months ago. Confusing for our agents for (what I can tell) no good reason.
This issue has been in place for over 3 years with no resolution. Will you please share a product roadmap to help us understand where this fits in the development plan?
55件のコメント
公式
Zac Garcia
Hi everyone!
Thanks for your feedback on the Updates panel in the Dashboard. We hear you loud and clear. I'm excited to share a couple of updates: first, we've shipped an enhancement to the Zendesk start page called Agent Home. This new experience, while it still contains the Updates panel, features it a little less prominently - and comes with other productivity improvements like visibility to Next SLA Breach and CC's/Followers, all from one page.
Next, we're working on some improvements to Notifications in Zendesk. When these come into being, expect to see some changes to how the data from the Updates panel is shared with agents on Agent Home.
0
Zac Garcia
Hi Matt!
What I'm hearing from you is that the “Updates” list to the right of the main work list, is showing some data that is either a) already reviewed and actioned by agents or b) is related to Solved tickets. In both cases, it's no longer relevant.
In the near term, I recommend relying on the main work list, and ticket statuses, to organize work. For example, if a ticket has been actioned by an agent, and is waiting for a customer reply, use the Pending status to indicate this.
As mentioned before, we hope to ship capabilities that make workload management even easier. These include read/unread indicators (as mentioned before). Right now, the work list is the dynamic area that agents can use to manage workload, and the Updates feed functions as more of a static representation of recent updates. We do hope to improve that, but there are no immediate plans to make a change to the Updates panel - it's on the radar as an area that could use some attention based on the feedback above.
I'm happy to connect anytime at my firstname dot lastname at zendesk dot com to correspond or even have a live 1:1 conversation for more feedback!
0
EMEA-Matt Hibberd
Hi Zac
just following upon this one, the agent home screen allows to view updates that have arrived but you cannot dismiss them or mark them as viewed once they have been looked at so they come of your list.
This hampers efficiency because agents that are running 50+ tickets at any given time have lists and lists of ticket updates showing on their home page and they need to be able to clear this list down as they action them so they dont waste time going into tickets they have already actioned
0
Leila Cook
Did this ever get solved? As I still have updates from SOLVED tickets that remain on screen
0
Zac Garcia
Hi Matt! Thanks for this feedback. Note that next month, Zendesk customers will be migrated to an enhancement over the dashboard, which we call Agent Home. This will make it easier to keep track of your open tickets in many ways - including the addition of Unread Indicators (which we hope to ship in the coming months) to notify you which tickets have received new comments since you last viewed them.
0
EMEA-Matt Hibberd
We have just gone live on a global implementation of Zendesk, we are less than 4 weeks in and this has been raised as a topic from my team as something that will really help improve efficiency as you would know what tickets require updates especially if you recieve high volume traffic each day,
im surprised this was raised 5 years ago and it appears after 2 years Zendesk team have given up responding to this, very for and update that could have an incredible impact to the usability of the system
i would love to see a dismiss function to the notification on the dashboard updates section,
1
公式
Zac Garcia
Hi everyone!
Thanks for your feedback on the Updates panel in the Dashboard. We hear you loud and clear. I'm excited to share a couple of updates: first, we've shipped an enhancement to the Zendesk start page called Agent Home. This new experience, while it still contains the Updates panel, features it a little less prominently - and comes with other productivity improvements like visibility to Next SLA Breach and CC's/Followers, all from one page.
Next, we're working on some improvements to Notifications in Zendesk. When these come into being, expect to see some changes to how the data from the Updates panel is shared with agents on Agent Home.
0
Samual Preiss
I agree that this is a feature that should exist within Zendesk.
At the very least, we should have the option to hide the updates we have answered, so we can ensure the least possible amount of confusion, considering there are a lot of us here that would handle many tickets daily.
I too, am baffled as to why this isn't something we can't do yet.
2
Allie McCaw-Niederer
Resurrecting this request since we're in 2024 -- any updates on when we can expect some iteration here? It's so strange to see "Updates" on the main dashboard for tickets that were closed months ago. Confusing for our agents for (what I can tell) no good reason.
Thanks for any insight!
2
Richard Tudge
I am baffled by how anyone could implement a feature like this with no consideration for how the updates are cleared or dismissed.
2
Gary Boackle
This issue has been in place for over 3 years with no resolution. Will you please share a product roadmap to help us understand where this fits in the development plan?
1
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