Our agents are requesting for there to be a section/tab in Agent Home to show a list of new/unassigned tickets in their groups.
In our workflow, agents monitor the list of incoming/unassigned tickets in their groups, and agents assign tickets to themselves from that list. Since tickets are not typically assigned to them by someone else, our agents have to navigate away from Agent Home to take on new tickets.
The new Agent Home is a good step toward giving agents a single, one-stop location to manage and prioritize all their work. For our use case, we would need a way for agents to find unassigned tickets for it to truly be one-stop.
Thank you for your work on improving the agent experience!
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!