How to use the new agent home
To view the new agent home, click the Home icon in the Support navigation sidebar (above where you'd normally click Views). The new agent home is broken into a few sections:
- Welcome banner (at the top). This houses the Go to Dashboard shortcut, so you can go back to the default Dashboard experience.
- Your work and Completed work lists (on the left). Use these to navigate between relevant lists.
- Current Work List. This houses your currently-assigned tickets, with filtering and sorting options.
- Ticket statistics. A high-level breakdown of the day's performance.
- Updates. A list of recent updates to tickets related to you. Replaces the "Updates to your tickets" section that appears to the left on the default Dashboard experience.
To use the new agent home, simply set your agent status to allow you to receive work, and wait for tickets and messaging conversations to be assigned. Use the work list to stay on top of your assigned work. If you’re not using Omnichannel Routing, you can assign yourself work from Views - all work you assign to yourself will now appear here.
When you put a ticket into a Solved status, it will be removed from your work list and appear in your Last 30 days list. If your customer reopens the ticket, it will reappear in your work list.
Tickets you’re CC’d on or began following after June 5, 2023 will appear in the respective CC’d and Following sections.
Known issues
The new agent home is meant to be a realtime experience, but there are some parts of the experience that aren't quite there and will be more realtime in the future. Keep these in mind as you track your work:
- If a ticket or conversation that has been assigned to you is reassigned to another agent (for example, if you miss an offered messaging conversation), it will remain in your work list and won't disappear until you refresh. We plan to make this more realtime in the near future.