New Agent Home - Missing Features

We are also having trouble with the new Agent Home, and feel that a few things have taken a step back in usability.  The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us.  Our organization assigns tickets to the group level first and then the agents see these in their main view along with their already assigned tickets.  They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.  

Hi Adam,

Thank you for sharing this impact. I'm the person responsible for Agent Home at Zendesk, and the success of this transition for each customer is very important to me.

Thanks for sharing your use case so thoroughly. I'll make a ticket where we can follow up with you individually. In terms of the feedback, I'll reply publicly as well to help other customers who are also migrating to Agent Home!

For context, Views usage massively outweighs usage of the Dashboard - which is part of why we've chosen to revamp this starting page to set the stage for future enhancements. But it's clear the Dashboard has been helpful and impactful to your team! In this scenario, I'd share the following in hopes of providing additional support:

Creating a view to attempt to replicate the old dashboard also excludes new tickets if you filter by agent. The only way I see to get back old functionality is to create a View per agent, which is both time-consuming and clutters up the view list since 

When filtering by agent, you won't see New tickets (this also applies to the dashboard). This is because New tickets are, by definition, never assigned to an agent. Once they're assigned, they will switch to Open status.  

I seemingly have no way to filter views by agent, only by groups.

If you add ‘assignee’ to the columns of your view, you can also filter by assignee!

Filter by status CATEGORY, not just status. We use custom statuses, so filtering by status and not by category is near useless for us. If I had the ability to filter Agent Home by status less than Pending, that would solve almost all of my issues if request 1 was also implemented.

Great feedback - we'll look into this. No promises on timing at the moment, there's a lot we want to do on this page.

3. Play button. Why is this even gone? It is a great way to keep agents focused on what they need to work on. We use it almost exclusively. Even if other customers didn't, what do we gain by removing it? 

Play button is used most frequently, by far, in Views. The Dashboard serves essentially all of the same use cases as a view, including Play mode. On the other hand, there are things that Agent Home can do differently, such as supporting  Messaging with up-to-date conversations, making the migration to Messaging easier than ever and solving feature requests in that area. We plan to continue building on this new experience to create differentiated ways to help agents optimize their time, prioritize, and focus on their workload.

I hope this is helpful and provides some context. Thanks for sharing how this is impacting you. To have a direct and more in-depth conversation, feel free to reach out to me at zac [dot] garcia [at] zendesk [dot] com (apologize for the awkward spam-proofing!).

Same issue.  Our agents self-assign tickets as they come in.  With no way to view NEW tickets, the agent home page is unusable.   

What we need is for the ‘Status’ filter on the new Home screen to show ‘New’ status tickets like the legacy Dashboard/ home screen did. This allows our technicians to view their own tickets as well as pick up new tickets, all from one central screen rather than having multiple tabs and views open.

It’s a loss of functionality and makes it more convoluted to have this feature no longer there.

We are also having issues regarding missing “New” tickets on the home screen. I believe the solution for this is known and implementing some simple features would if to use a English saying be like “Like shooting fish in a barrel”.

@zac13 can you just add the New status to the existing Status filter on the Agent Home and consider not imposing what you think we are suppose to do and also stop breaking years long habits and workflows your users have implemented. 

It is as simple as that, just add the NEW status to what you already have. 

I myself as well as the whole team I have been working with have been using Zendesk for the past 8 years in this way and we do not want to create Views nor can we adjust to now using something else after having something that worked. We just want what was already there and is now broken with “improvements”

Where is my comment?

Hi all-

Thank you for sharing how these changes have impacted your team! It's clear that this has resulted in a big shift for your use cases and workflows. We're looking into including New tickets, as well as tickets assigned to groups, in Agent Home, and would love to speak to you. The feedback you've shared, including how you use the front page to assign tickets to teammates (or how agents use the page to assign tickets to themselves), is valuable. We'd like to share how we're approaching this to get your feedback. Please reach out to me at zac [dot] garcia [at] zendesk.com to schedule a 30-minute conversation where we can go over your use case in more detail!