Using Agent Home to manage your work efficiently


Whenactivatedby an admin, Agent Home provides useful information to help you manage your tickets and view your recently-completed work. Think of it as a personal command center to keep you up-to-date and prioritize your work.


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Verified AI summary ◀▼
Agent Home is your personal command center for managing tickets and tracking updates in real-time. Filter and sort your work by channel or status, and remove yourself as a CC or follower when needed. Use auto assist for AI-driven ticket suggestions. Use Agent Home to stay organized and prioritize tasks effectively.



Location: Support > Home
When activated by an admin, Agent Home
provides useful information to help you manage your tickets and view your
recently-completed work. Think of it as a personal command center to keep you
up-to-date and prioritize your work.
This article includes these sections:

About Agent Home
Opening Agent Home
Filtering your work
Sorting your work
Removing yourself as a CC or follower
Using Agent Home with auto assist
Limitations

Related articles:

Activating and deactivating Agent
Home
Working with tickets
About omnichannel routing with unified
agent status



About Agent Home

Agent Home is the one-stop shop for agents to manage all work, including
tickets, messaging conversations, and conversations you’re CC’d on or
following. Agent Home works in real time, showing tickets assigned to you
and their latest updates, the moment it happens, without the need for a
refresh. Productivity tools help you keep your workspace well-organized and
tidy.









Numbers
Description


1-3
Comprehensive lists of ticket
assignments, approval requests, and auto
assist.


4
A list of shared work, including CCs and
Followers


5
A link to recently-completed work for the
last 30 days


6,7
Filtering by ticket channel and
status


8
Sorting based on AI-based recommendations
including SLA management and conversation
activity


9,10
Weekly CSAT status and satisfaction
scores


11
Link to open tickets in your
group


12
Summary of recent ticket updates




Key elements of Agent Home include:


Your work > Tickets: Tickets assigned to you that
need action.
Hover your mouse over a ticket to see more details,
including the original request and latest comment. Click
to open the ticket.
Messaging conversations are shown in real time, with
conversation status and latest updates visible right from
the home page.
Supported ticket types include: web, email, messaging, chat,
talk, and SMS. Child tickets (created via side
conversations) are also included.
You can filter and sort the tickets in your list.




Your work > Approval requests: Approval requests assigned
to you or a group you are a member of, for you to approve or deny.
Click the approval request to open it within the
ticket.
Click the ticket ID to open the ticket.
If you don't have permission to access the ticket but are
assigned as the approver, you won't be able to view the
ticket or approval request and should notify the
requester.


Note: If
approvals are turned off, you can remove the Approval requests
list from Agent Home after you clear your queue of approval
requests.


Shared work: See Understanding CCs and
followers.

CCed: Tickets where you are included as a
CC on the ticket.

Following: Tickets where you are listed as
a follower.



Completed work > Last 30 days: Work you completed
recently (last 30 days). This includes tickets with a solved, closed,
or archived status and side conversations marked as done.

Ticket statistics: The number of your tickets with a
Good Customer satisfaction (CSAT) rating, a Bad
CSAT rating, and tickets Solved by you this week. Agent Home
ticket statistics show legacy CSAT ratings only.


Satisfaction statistics: Satisfaction statistics for you and your
team, expressed as the % satisfaction attainment for the past 60
days.

Open tickets: The number of open tickets assigned to your
groups.

Updates: Updates to your tickets. Click an update to
open the ticket. Ticket updates include tickets assigned to you
that have:

Received a new comment
Increased in priority
Been reassigned to you



Note that AI agent tickets don’t appear in
Agent Home.



Opening Agent Home

Agents can view their home page in the Support ticketing
interface.
Admins have a different page that they access from the Admin ( ) icon. See Viewing the Support Admin home
page.
To view Agent Home

In Support, click the Home
( ) icon in the sidebar.
Use this page to manage tickets assigned to you and view ticket updates.



Tip: Bookmark the agent home page for quick one-click access. The URL
is https://your_subdomain.zendesk.com/agent/home/tickets



Filtering your work

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

In Support, click the Home
( ) icon in the sidebar.
Click the Channel filter at the top of your tickets list, then
select a Channel. You can choose any channel currently shown in
your tickets list.
The filter also supports
custom ticket
statuses if your admin has activated them in your
account.

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

To filter your tickets by status

In Support, click the Home
( ) icon in the sidebar.
Click the Status filter at the top of your tickets list, then
select a Status. You can choose Open, Pending,
or On-hold (if activated). You can
also sort by custom ticket
statuses if your account includes
them.

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 status, click Clear
filters.




Sorting your work

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.






Removing yourself as a CC or follower

Agent Home provides a quick way for you to remove yourself as a CC or follower
on tickets.
To remove yourself as a CC or follower

In Support, click the Home
( ) icon in the sidebar.
To remove yourself as a CC:
Click Shared work > CCed to open the
list of tickets where you’re included as a CC.
Open the ticket you want to be removed from and
delete your name from the CC list.


To remove yourself as a follower:
Click Shared work > Following to open the list of
tickets you’re following.
Open the ticket you want to be removed from and delete your
name from the Followers list.






Using Agent Home with auto assist


Note: You must have the Copilot add-on with auto assist activated to use
the features described in this section.
Auto assist, part of agent copilot, is an AI-powered assistant for agents. Auto assist
understands the contents of submitted tickets and suggests how to solve them. For more information, see Using auto assist to help agents solve tickets.
To help you prioritize your work, the ticket list on Agent Home indicates which tickets have auto assist suggestions, so you
can quickly see which tickets you can open and solve using auto assist.

On Agent Home, click Auto assist in Your work to show all
your tickets that include auto assist suggestions.






Limitations

This section describes limitations in Agent Home. We’re working to
remove these limitations in future releases.

Chat tickets appear as tickets only, without real-time conversation
updates. Messaging will show the conversation status, latest comment,
and typing indicator.
To maximize performance, Agent Home has the following limits
for displaying tickets:
100 most-recently updated tickets assigned to you
100 most-recently updated tickets where you are included as
a CC
100 most-recently updated tickets where you are listed as a
follower


Tickets updated since November 21, 2023, will appear in Agent
Home. If you expect to see a ticket in Agent Home that has not been
updated since November 21, you can update it and it will appear. In a
similar fashion, if you are listed as a CC or follower on a ticket
updated before November 21, you can remove yourself, update the
ticket, then add yourself again. You need to do this only once.
Chat and SMS tickets updated since September 30, 2024 are available in
Agent Home. If you want to see a Chat or SMS ticket in Agent Home that
hasn't been updated since September 30, you can update it and it will
appear.
For the latest message preview, if you send a reply to a
messaging conversation, your message will not appear in the
conversation preview. The latest message from the end user will
appear.
For live updates, updates from messaging conversations appear
immediately in Agent Home. Updates to email and web tickets will
appear the next time you navigate to the page or when you refresh the
page.
Calls made via Talk Partner Edition will not show the live conversation
state while a call is ongoing.
Outbound calls made via the console without a ticket associated may not
show the live conversation state while a call is ongoing.
Outbound transfers to an external number will continue to show the
active call until the call leg is ended, even after the agent leaves
the call.




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