Using split view on Agent Home (Closed EAP)


Agent Home includes a split view layout that enables agents to work on tickets
directly from Agent Home without having to navigate back and forth between
Agent Home and the Support ticket interface. This saves agents time by allowing
them to quickly interact with customers while still maintaining visibility
into other tickets and priorities.



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Split view, available in an closed Early Access Program, helps agents
manage
tickets
directly from Agent Home. Agents can view ticket lists and conversations
side-by-side, switch between
tickets, and manage ticket properties. Admins can enable or disable split
list for all agents.




Location: Support > Home


Split view is currently in an closed
Early
Access Program (EAP). You can
sign up for the EAP here.


Agent Home includes a split view layout that enables agents to work on
tickets directly from Agent Home without having to navigate back and
forth between
Agent Home and the Support ticket interface. This saves agents time by
allowing
them to quickly interact with customers while still maintaining visibility
into
other tickets and priorities.

This article includes these sections:


About the split view layout


Working with a ticket in split view


Switching between tickets and work lists


Filtering your work in split view


Sorting your work in split view


Split view limitations


Turning split view on and off



Related articles



Using Agent Home to manage your work
efficiently




About the split view layout


When turned on
by an admin, the split view layout shows your
ticket list and other
work assignments on the left side of the page while also showing
the
conversation portion of an active ticket on the right. You can view
the
ticket conversation and manage ticket properties directly from Agent
Home.






Tickets list and work: A list showing
your assigned
work, organized by priority. You can switch between Tickets,
CC’s and
Followers, and Approvals.


Ticket conversation and ticket properties:
The active
ticket's conversation, composer, and ticket properties. When
you
select a ticket from the list, its details show here. You can
also
show or hide the ticket’s properties.



Note: If your account uses
Zendesk apps
in the ticket
sidebar or ticket editor, review
Split view limitations
before using split view.
Some apps may not work correctly in split view.




Working with a ticket in split view


In split view, you can open a ticket, review customer replies, compose
messages, and manage ticket properties.


To open a ticket



In Support, click Home
( ) in the sidebar.
Agent Home displays.


Click a ticket in your work list.

The ticket opens in split
view. You can use the split view to reply to customers, update
ticket fields, or change the ticket status.


The
ticket you’re actively working on is highlighted in the ticket
list.



When you’ve finished working on the ticket, select another
ticket from the list.



To show and hide the ticket properties panel

Open a ticket in split view.

Click the Ticket fields icon
( )
to open the ticket
properties panel.




The ticket properties
panel appears beside the ticket conversation. This panel
shows all the fields associated with the ticket, including
the ticket requester and the ticket assignee.



Click the Ticket fields icon
( )
again to hide the
ticket properties panel.




To open a full view of a ticket


In some cases, you may need to open a full view of the ticket in
the
Support interface instead of working on it from Agent Home.



In Support, click Home
( ) in the sidebar.
Agent Home displays.


Click the options menu icon ( )
in the ticket's
conversation header.


Select Open in new tab from the
menu.




The ticket opens
as a ticket tab in the Support ticket interface.






Switching between tickets and work lists


You can switch between tickets and switch to other work lists in
split
view.


To switch to another ticket




To switch to another ticket in split view, click a ticket
in the
work list.


When you switch tickets, your existing ticket closes and
the new
ticket opens. Any unsubmitted changes in your existing ticket
are saved. You can switch back at any time and resume your
updates.




To switch to another work list



To switch between work lists, click a work list in the left
sidebar.




A new list of tickets
appears.


Click a ticket to open it from the work list.




Filtering your work in split view


You can filter tickets on Agent Home to get the exact view you need
to manage
your work. You can filter tickets by status or by channel.


To filter your tickets



In
Support,
click the Home
( )
icon in the sidebar.


Click the filter icon ( )
at the top of your tickets
list, then select Channel or
Status.





Select a status or channel from the menu.

For Channel, you can
choose any channel currently shown in your tickets
list.


For Status, you can choose
Open,
Pending, or
On-hold (if
activated).
You can
also sort by
custom ticket
statuses
if an admin has activated them in your
account.


When you filter your tickets, you’ll see a blue
dot to show you’re looking at a filtered list. The number
inside
the dot shows how many filtering options you’ve set.



To see all tickets regardless of channel or status, click
Clear
filters.





Sorting your work in split view


To help you manage your priorities, you can sort your tickets to
show
what’s most important to you.


To sort your tickets



In
Support,
click the Home
( )
icon in the sidebar.


Open the sort menu at the top of your tickets list and select
a sort
option.




Sorting options
include:



Recommended: Provides suggestions
on which
tickets to address first. The recommended list groups
live
messaging conversations at the top of your work list,
and
sorts the rest of your tickets by next SLA breach.


Oldest updated: Your least-recently
updated
tickets are listed first.


Newest updated: Your most-recently
updated
tickets are listed first.







Split view limitations


The split view EAP has the following limitations. Zendesk will
address these in future updates.



Zendesk apps installed in
ticket_sidebar
and
ticket_editor locations
are not
supported in the conversation panel.


The
context panel
is not
available in split view.


Contextual workspaces
are
not supported.


Custom layouts
are not
supported.


Approval requests
cannot
be acted on in the conversation panel

Channel framework integrations are not supported.
Keyboard shortcuts are not available.

Agent collision
detection
is not active in split view.

The ticket list shows a maximum of 30 tickets.

Some interface elements may not display correctly in some
languages.





Turning split view on and off


Split view is currently in a closed
Early Access Program (EAP).
You can
sign up for the EAP here.


Admins have an account-wide setting that turns the split view layout
on or off for all agents. You won't see this setting until your account
has
been
approved for the EAP.



Turning on split view


Split view is not activated by default. You must have Admin Home
turned
on to use split view.


To turn on split view



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface.


Make sure Enable Agent Home
is selected.


Select Enable split view (EAP).




An EAP agreement for
split view appears.






Accept the EAP agreement and click
Submit.


Click Save.





Turning off split view


If you don’t want your agents to work in split view, you can
turn it off
for your account. You can turn off split view without turning
off
Agent Home.


To turn off split view



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface.


Make sure Enable Agent Home
is selected.


Deselect Enable split view (EAP).





Click Save.

Agent Home returns to its default layout.







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