Tommy

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 new tickets in the Agent Home interface. Our new tickets are assigned to a group, and the agents in that group assign them to themselves when they start working on them. This affects both Agents and customers as new tickets can otherwise be missed and go unanswered for longer. 

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

Currently, Agents need to navigate away from the Agent Home interface to see new tickets. This feature would solve the problem of missing new tickets and constantly needing to navigate away from the Agent Home interface.

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 problem occurs every time a new ticket comes in. The agent living in Zendesk is only aware if they actively navigate to a different view. The new tickets go unnoticed for longer, leading to longer first response times and a more frustrating experience. 

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

No, until this feature is implemented, we will not be using the Agent Home functionality. 

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

I would also like the Agent Home interface to show tickets with the 'New' status (category) that are assigned to the group the agent belongs to.

Hello,

We see the following when navigating to Settings > API access on our Google Play Publish page. 

This article needs to be updated, which is preventing us from integrating our Google Play account. How do we proceed from the point depicted in the screenshot?