Agent Home vs. Legacy Dashboard: Key Differences
What are the key differences between Agent Home and the legacy dashboard?
Agent Home offers several enhancements over the legacy dashboard, including real-time updates for messaging tickets, smart sorting, and visibility of CCs and followers. Unlike the legacy dashboard, which was largely uncustomizable, Agent Home provides a more dynamic and collaborative experience. It also supports filtering by ticket status and channel, and offers a focused view of tickets assigned to you.
More related questions
What is the new default experience for Zendesk Agent Workspace customers?
Zendesk is rolling out Agent Home as the new default experience for customers using the Agent Workspace. This change aims to enhance the transition from the legacy agent dashboard by introducing features like intelligent sorting and real-time…
Why is Zendesk transitioning to Agent Home?
Zendesk is transitioning to Agent Home to better support modern service needs and improve customer experience. The legacy agent dashboard, while useful, lacked customization and real-time capabilities. Agent Home addresses these gaps by offering…
Do I need to take any action for the Agent Home rollout?
If your team doesn't use the legacy agent dashboard, no action is required for the Agent Home rollout. However, if your team relies on the legacy dashboard for tasks like finding unassigned tickets, you should create views to replicate the old…
How can I try out Agent Home before it becomes the default?
You can activate Agent Home in your Zendesk account or sandbox to try it out before it becomes the default experience. This allows you to familiarize yourself with its features and make any necessary adjustments to your workflow. If you have…
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