Creating a view similar to the legacy agent dashboard helps agents transition to Agent Home by providing a familiar interface.
This view acts as a ticket filter, similar to what agents are used to, making the change management process smoother. It allows agents to locate available tickets efficiently, maintaining productivity during the transition. This setup is particularly useful if your team is accustomed to the legacy dashboard's workflow.
To replicate the legacy agent dashboard in Zendesk, you can create a custom view in the Admin Center. This view will help your agents transition smoothly to Agent Home. Start by navigating to Admin Center, then go to Workspaces > Agent tools >…
Refining a view to match the legacy agent dashboard involves filtering tickets to show only those relevant to the agent's workflow. The legacy dashboard excludes tickets assigned to other agents within the same group. To mimic this, agents can…
Yes, agents can filter tickets in a view to display only those relevant to their workflow in Zendesk. By filtering the view to show only tickets assigned to the current agent or unassigned tickets, agents can focus on the most pertinent tasks. This…
Upgrading to Agent Home in Zendesk offers a centralized workspace for agents to manage their tasks efficiently. Agent Home provides a one-stop shop for all open work, with new tasks assigned through omnichannel routing or located within views. This…