Customizing Zendesk Agent Home for Roles
Can Zendesk Agent Home be customized for different roles or groups?
Currently, Zendesk Agent Home does not offer extensive customization options for different roles or groups. However, Zendesk is continually working on updates and improvements based on user feedback.
For now, agents can use the sorting and filtering options available to tailor their view to some extent. For more specific customization needs, it's recommended to provide feedback through Zendesk's product feedback forum.
More related questions
What is Zendesk's new Agent Home feature?
Agent Home is a new feature in Zendesk Support that serves as a centralized hub for agents to manage their work. It consolidates all assigned tickets, messaging conversations, and tickets where agents are CC'd or followers, into one place. This…
What are the benefits of using Zendesk Agent Home?
Zendesk Agent Home offers several benefits that enhance agent productivity and efficiency. It gathers all assigned tickets in one place, displays messaging conversations in real-time, and highlights tickets where agents are CC'd or followers….
What limitations does Zendesk Agent Home have?
While Zendesk Agent Home is a powerful tool, it does have some limitations. Currently, it supports web, email, and messaging tickets, with support for talk tickets expected in the future. To ensure optimal performance, Agent Home displays the 100…
Why did Zendesk introduce the Agent Home feature?
Zendesk introduced the Agent Home feature to enhance agent efficiency by providing a single, centralized location for managing and prioritizing work. The goal is to simplify the agent's workflow and reduce the time spent navigating between…
How can I activate Zendesk Agent Home for my team?
To activate Zendesk Agent Home, admins with the Zendesk Agent Workspace enabled can follow the activation process outlined in the documentation. It's recommended to review best practices for setting up your account to maximize the benefits of Agent…
Will Zendesk Agent Home support Zendesk Talk and Chat in the future?
Zendesk is working on integrating Talk and Chat into the Agent Home interface. Currently, these channels are not fully supported, which is why it's not recommended to activate Agent Home if your team heavily relies on them. Updates and improvements…
How does Zendesk Agent Home handle ticket statistics and CSAT ratings?
Zendesk Agent Home provides statistics for CSAT and solved tickets, helping agents track their performance. However, some users have noted that the ability to click on CSAT ratings to view related tickets is not currently available. Zendesk is…
What should I do if I can't see Agent Home in my Zendesk account?
If you don't see the Agent Home option in your Zendesk account, it might be due to the rollout schedule. The feature was set to be fully available by December 18, 2023. If it's past this date and you still can't access Agent Home, contact Zendesk…
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