Agent Home Solutions Guide to optimize ticket workflow

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<p id="docs-hc-snippet" style="display: none;">This guide provides you with the instructions you need to configure and manage Agent Home to optimize how it works for your agents and your ticket workflows. This guide assumes you have Agent Homeactivatedon your account.</p>
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<p class="p">This guide provides you with the instructions you need to configure and manage
Agent Home to optimize how it works for your agents and your ticket
workflows. This guide assumes you have Agent Home <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9178190742554" target="_blank">activated</a> on your account.</p>
<p class="p">This article contains these sections:</p>
<ul class="ul" id="topic-1__ul_f1f_wxq_slb">
<li class="li"><a class="xref" href="#topic_qhz_z4h_33c">About Agent Home interactions and deployment</a></li>
<li class="li"><a class="xref" href="#topic_plz_5qh_33c">Interactions that admins can configure</a></li>
<li class="li"><a class="xref" href="#topic_knd_yqh_33c">Interactions your agents can control</a></li>
<li class="li"><a class="xref" href="#topic_fnr_dx3_33c">Agent Home monitoring</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_c3f_vxk_cfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" target="_blank">Using Agent Home to manage
your work efficiently</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qhz_z4h_33c">
<h2 class="title topictitle2" id="ariaid-title2">About Agent Home interactions and deployment</h2>
<div class="body">
<div class="p" dir="ltr">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9178190742554" target="_blank">activated</a>, Agent Home
provides your agents with a one-stop location they can use to manage
their work. It leverages AI tools in your Zendesk account to provide
the rights tickets at the right time for your agents, ensuring that:
<ul class="ul" id="topic_qhz_z4h_33c__ul_qrx_2ph_33c">
<li class="li" dir="ltr">They use ticket priorities to focus their
work</li>
<li class="li" dir="ltr">They have a seamless way to view and manage
their tickets</li>
<li class="li" dir="ltr">They have a personalized tool to view and
manage their SLAs. </li>
<li class="li" dir="ltr">They have visibility into tickets and
side-conversations they are following.</li>
<li class="li" dir="ltr">They can prevent tickets from being lost or
overlooked. </li>
</ul>
</div>
<p class="p" dir="ltr">For more information about how Agent Home works for your
agents, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" target="_blank">Using Agent Home</a>. </p>
<p class="p" dir="ltr">When your account is configured properly, Agent Home enables
you to leverage your agents visibility into their own work
assignment to help you manage workflow across all your tickets. With
your agents and AI managing the front-line assignments, it frees you
up to have a broader, high-level overview of how Zendesk is working
for you. </p>
<p class="p" dir="ltr">Agent Home makes the most of Zendesk's routing and
prioritization capabilities to help your agents focus on what
matters most. By optimizing these capabilities, you can increase
customer satisfaction and agent handle times. </p>
<p class="p" dir="ltr">Agent Home relies on tickets being assigned to agents so that
the tickets show up on their dashboard. Ticket appearances on Agent
Home are influenced by a variety of Zendesk features. Once you
understand how these features interact, you can configure each
feature as needed to make sure ticket assignment on Agent Home is
optimized. </p>
<p class="p"><img class="image img-screenshot" id="topic_qhz_z4h_33c__image_vfr_jph_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_interactions2.png" width="600"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Many features and configurations in your Zendesk
account can influence which tickets appear on Agent
Home for each agent.</em></strong></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_plz_5qh_33c">
<h2 class="title topictitle2" id="ariaid-title3">Interactions that admins can configure</h2>
<div class="body">
<p class="p">This section describes interactions that you, as an admin, can configure
to make sure ticket assignment on Agent Home is optimized. See also
<a class="xref" href="#topic_knd_yqh_33c">Interactions your agents can control</a>.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_odw_frh_33c">
<h3 class="title topictitle3" id="ariaid-title4">Using ticket triggers</h3>
<div class="body">
<p class="p" dir="ltr">If you aren't using <a class="xref" href="#topic_k3g_rt3_33c">omnichannel routing</a>, the
traditional flow of assigning tickets in Zendesk is based on
triggers. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">Triggers</a> are
business rules you define that run immediately after a
ticket is created or updated and automatically perform
actions if specified conditions are met.</p>
<p class="p"><img class="image img-screenshot" id="topic_odw_frh_33c__image_ymy_rrh_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_triggers.png" width="600"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Use triggers to automatically reply to
customers and to assign tickets to
agents.</em></strong></p>
<p class="p" dir="ltr">For Email-based tickets, you can assign tickets to the
first responding agent, or you can create triggers to assign
to specific people. For example, all Return tickets go to
Zachery. For Messaging tickets you have the benefit that
they require someone to "take" the ticket to reply, so
assignment is built-in. </p>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying ticket triggers</strong></p>
</div>
<div class="div panel">
<p class="p" dir="ltr">If you’re not using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel
routing</a>, make sure email tickets are
automatically assigned to an agent. This topic
contains some examples. Ticket triggers are
available by default in all Suite plan types. </p>
<p class="p" dir="ltr"><strong class="ph b">To automatically assign email tickets to the
first agent that responds</strong></p>
<ol class="ol" id="topic_odw_frh_33c__ol_ojs_hsh_33c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_odw_frh_33c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> and
<strong class="ph b">Description</strong> for your trigger.</li>
<li class="li" dir="ltr">Select, or create, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" target="_blank"><strong class="ph b">Trigger
category</strong></a> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<ul class="ul" id="topic_odw_frh_33c__ul_qjs_hsh_33c">
<li class="li" dir="ltr">Object | Ticket | Channel is
Email</li>
<li class="li" dir="ltr">Object | Ticket | Ticket is
Updated</li>
<li class="li" dir="ltr">Object | Ticket | Assignee is -</li>
<li class="li" dir="ltr">Object Ticket | Comment is present,
and requester can see the comment</li>
</ul>
</li>
<li class="li" dir="ltr">Set the following action for the
trigger:<ul class="ul" id="topic_odw_frh_33c__ul_rjs_hsh_33c">
<li class="li" dir="ltr">Object | Ticket | Assignee | Object
| Ticket | (current user)</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
<p class="p" dir="ltr">In this example, any ticket sent from an email
channel will be assigned automatically to the first
agent that adds a public reply or internal note to
the ticket.</p>
<p class="p" dir="ltr"><strong class="ph b">To automatically assign tickets to a
specific person </strong></p>
<ol class="ol" id="topic_odw_frh_33c__ol_g24_fwh_33c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_odw_frh_33c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> and
<strong class="ph b">Description</strong> for your trigger.</li>
<li class="li" dir="ltr">Select, or create, a <strong class="ph b">Trigger
category</strong> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<ul class="ul" id="topic_odw_frh_33c__ul_i24_fwh_33c">
<li class="li" dir="ltr">Object | Ticket | Channel is
Email</li>
<li class="li" dir="ltr">Object | Ticket | Status is New</li>
<li class="li" dir="ltr">Object | Ticket | Subject text &gt;
Contains at least one of the following words:
return returns refund</li>
</ul>
</li>
<li class="li" dir="ltr">Set the following <strong class="ph b">Action</strong> for
the trigger. <ul class="ul" id="topic_odw_frh_33c__ul_j24_fwh_33c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Object | Ticket | Assignee | Ticket |
David Chan </p>
</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
<p class="p" dir="ltr">In this example, any ticket sent from an Email
channel that contains the words return, returns, or
refund will be assigned automatically to David Chan.
</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_k3g_rt3_33c">
<h3 class="title topictitle3" id="ariaid-title5">Using omnichannel and skill-based routing</h3>
<div class="body">
<p class="p" dir="ltr">The recommended option to assign tickets to agents is
to use omnichannel and skill-based routing in your instance.
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">Omnichannel
routing</a> automates ticket assignment based on
the availability and skill of agents and the priority of
tickets. This ensures you will have the best available agent
working a ticket at any given time. </p>
<p class="p"><img class="image img-screenshot" id="topic_k3g_rt3_33c__image_i25_d53_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_ocr.png" width="600"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Configure omnichannel routing to ensure all
tickets to get to Agent Home for the right agent
at the right time.</em></strong></p>
<p class="p" dir="ltr">Each ticket gets a routing tag via triggers, then
Zendesk automatically routes the ticket to the best person
available to handle the ticket. Omnichannel and skills-based
routing requires some set up, but it leverages Zendesk’s
most advanced features to make sure tickets are handled
correctly. </p>
<p class="p" dir="ltr">When you set up omnichannel routing, make sure to look
at the reassignment and idle timeout settings. This will
reassign tickets to other agents if an agent goes
offline.</p>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying omnichannel routing (OCR)</strong></p>
</div>
<div class="div panel">
<p class="p" dir="ltr">Omnichannel routing automatically assigns
tickets to available agents based on their capacity
and skills. It helps distribute work evenly across
your team and ensures tickets reach the right
agents. </p>
<p class="p"><strong class="ph b">To turn on omnichannel routing</strong></p>
<p class="p">For most accounts omnichannel routing is automatically
turned on. Use this procedure to make sure it's
activated in your account.</p>
<ol class="ol" id="topic_k3g_rt3_33c__ol_kqd_bv3_33c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k3g_rt3_33c__d8e1966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Routing
configuration</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Manage settings</strong>.</li>
<li class="li" dir="ltr">Make sure <strong class="ph b">Turn on omnichannel
routing</strong> is selected. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>. </li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To set agent capacity limits</strong></p>
<p class="p" dir="ltr">Capacity rules define how many tickets each
agent can handle simultaneously.</p>
<ol class="ol" id="topic_k3g_rt3_33c__ol_x3w_gv3_33c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k3g_rt3_33c__d8e1966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Routing
configuration</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Capacity rules</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add capacity rule</strong>. </li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name </strong>and
<strong class="ph b">Description</strong> for the rule. <p class="p" dir="ltr">For
example, you might create separate capacity rules
for new hires and another set of capacity rules
for members of a senior triage team. </p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add assignees</strong> to specify
which groups or team members should be covered by
this capacity rule. </li>
<li class="li" dir="ltr">Enter a limit to the number of
<strong class="ph b">Email</strong>, <strong class="ph b">Messaging</strong>, and <strong class="ph b">Talk</strong>
conversations that can be auto assigned at any
given time. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To configure reassignment timeouts</strong></p>
<p class="p" dir="ltr">Timeouts control when tickets should be
reassigned if agents don’t respond. </p>
<ol class="ol" id="topic_k3g_rt3_33c__ol_awb_pv3_33c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k3g_rt3_33c__d8e1966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Routing
configuration</strong>.</span></li>
<li class="li" dir="ltr">In the <strong class="ph b">Initial routing
configuration</strong>, click <strong class="ph b">Edit</strong>. </li>
<li class="li" dir="ltr">In <strong class="ph b">Messaging routing</strong>, select
<strong class="ph b">Reassign if an agent doesn’t accept within the
time limit</strong>. </li>
<li class="li" dir="ltr">Enter a time limit in seconds. </li>
<li class="li" dir="ltr">In Talk routing, select <strong class="ph b">Reassign if
an agent doesn’t accept within the time limit</strong>. </li>
<li class="li" dir="ltr">Enter a time limit in seconds. </li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To configure routing tags for email
tickets</strong></p>
<p class="p" dir="ltr">Email tickets must have a unique routing tag to
be routed through the standard omnichannel routing
queue. Talk and messaging tickets are routed
automatically.</p>
<ol class="ol" id="topic_k3g_rt3_33c__ol_hgx_vv3_33c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k3g_rt3_33c__d8e1966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Routing
configuration</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Manage settings</strong>.</li>
<li class="li" dir="ltr">In <strong class="ph b">Routing email tickets</strong>, enter
an <strong class="ph b">Auto-routing tag</strong> for email tickets. <p class="p" dir="ltr">You can use the default tag or enter one
of your own. </p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To configure custom agent statuses
(optional)</strong></p>
<p class="p">Unified agent statuses provide a way for agents to
control availability for email, voice, and messaging
from a single menu. In addition to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226#topic_vrd_ld1_4vb" target="_blank">standard unified
agent statuses</a> available on all plans,
admins on Professional plans and above can also
define custom unified agent statuses to suit their
workflows. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">Creating custom
unified agent statuses</a>.</p>
<p class="p"><strong class="ph b">To configure routing skills (optional) </strong></p>
<p class="p" dir="ltr">Skills let you match tickets to agents with
specific expertise. You can create skill types and
assign them to both agents and tickets. Skills are
most valuable when you have specialized teams or
complex support needs. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5833468891674" target="_blank">About using skills
to route tickets.</a>
</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_jcf_2w3_33c">
<h3 class="title topictitle3" id="ariaid-title6">Using agent statuses </h3>
<div class="body">
<p class="p" dir="ltr">Unified agent status allows agents to control
availability for email, voice, and messaging from a single
menu. There are four standard agent statuses: online, away,
transfers only, and offline. </p>
<p class="p"><img class="image img-screenshot" id="topic_jcf_2w3_33c__image_grq_nw3_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_status.png" width="300"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Setting the proper agent status helps to route
tickets to Agent Home for an available
agent.</em></strong></p>
<p class="p" dir="ltr">When you configure omnichannel and skill-based routing,
or when you have messaging tickets, it's important to show
your agents how to use the agent status feature. When an
agent is online they can get tickets assigned. For messaging
conversations, new and active conversations will appear on
top of the Agent Home ticket list for your agents.</p>
<p class="p" dir="ltr">If your account supports custom unified statuses,
consider adding an “Email only” status for agents who work
on tickets that typically don’t require time intensive
interactions and an "Interactive conversations only" status
for messaging-first agents who work on quick, interactive
conversations. See <a class="xref" href="#topic_k3g_rt3_33c">Using omnichannel and skill-based routing</a> for details.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_icr_xw3_33c">
<h3 class="title topictitle3" id="ariaid-title7">Reopening side conversations</h3>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">Side
conversations</a> are areas of a ticket where
agents can have a targeted conversation with a specific
group of people or discuss a specific area of concern
without including this information in the main ticket
conversation. Side conversations help to compartmentalize
information in a ticket. You need a Customer Services Suite
Professional plan or above, an Employee Services Growth plan
or above, or the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank">Collaboration
add-on</a> to use side conversations.</p>
<p class="p"><img class="image img-screenshot" id="topic_icr_xw3_33c__image_enx_3w4_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_side.png" width="400"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Use triggers to track replies to side
conversations on Agent Home. </em></strong></p>
<p class="p" dir="ltr">By default, side conversations that get a reply do not
re-open their parent ticket, and they stay in their
respective status. You can use triggers to set the status to
Open and resurface those tickets in Agent Home once they get
a reply. </p>
<p class="p" dir="ltr">Similarly, remind your agents to put these tickets back
On-hold after they reply. This keeps them out of sight until
they get another reply.</p>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying side conversations</strong></p>
</div>
<div class="div panel">
<p class="p">After you activate side conversations, you can create
trigger conditions for side conversations so that
assignees know when a side conversation is replied
to. This condition applies to the parent ticket that
contains the side conversation. Without this
condition, the agent assigned to the parent ticket
(who, ideally, is also the creator of the side
conversation) may have a hard time knowing what’s
going on with a particular issue.</p>
<p class="p" dir="ltr"><strong class="ph b">To activate side conversations in your
account</strong></p>
<ol class="ol" id="topic_icr_xw3_33c__ol_hzn_fnc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_icr_xw3_33c__d8e1272" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Side
conversations</strong>.</span></li>
<li class="li" dir="ltr">Select <strong class="ph b">Turn on emails outside the
main conversation</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
<div class="note note">
<span class="notetitle">Note:</span> You can activate side conversations for other channels
besides email, including Slack and Microsoft Teams.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">Activating and
configuring side conversations</a>. </div>
<p class="p" dir="ltr"><strong class="ph b">To reopen the parent ticket</strong></p>
<ol class="ol" id="topic_icr_xw3_33c__ol_jzn_fnc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_icr_xw3_33c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> for your
trigger.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Description</strong> for your
trigger. </li>
<li class="li" dir="ltr">Select, or create, a <strong class="ph b">Trigger
category</strong> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<ul class="ul" id="topic_icr_xw3_33c__ul_lzn_fnc_j3c">
<li class="li" dir="ltr">Ticket | Side conversation | is |
Replied to.</li>
</ul>
</li>
<li class="li" dir="ltr">Set the following <strong class="ph b">Action</strong> for
the trigger:<ul class="ul" id="topic_icr_xw3_33c__ul_mzn_fnc_j3c">
<li class="li" dir="ltr">Ticket | Status category | Open.
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_d1q_4nc_j3c">
<h3 class="title topictitle3" id="ariaid-title8">Using Service Level Agreements (SLAs)</h3>
<div class="body">
<p class="p">A service level agreement, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058" target="_blank">SLA policy</a>, is
an agreed upon measure of the response and resolution times
that your support team delivers to your customers. Agent
Home helps your agents track and manage tickets that have
SLA targets. Agent Home can provide agents with visibility
into pending SLA breach times and provide suggestions on
which tickets to address first to prevent a breach. </p>
<p class="p"><img class="image img-screenshot" id="topic_d1q_4nc_j3c__image_ydd_r4c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_sla.png" width="300"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Configure SLAs targets to show agents their
most-relevant tickets on Agent Home.</em></strong></p>
<p class="p" dir="ltr">A good configuration suggestion for setting up SLAs
includes the following:</p>
<ul class="ul" id="topic_d1q_4nc_j3c__ul_a4b_y4c_j3c">
<li class="li" dir="ltr">Create triggers for the following
conditions:<ul class="ul" id="topic_d1q_4nc_j3c__ul_ov5_cpc_j3c">
<li class="li" dir="ltr">If the ticket type isn't set, set
the type to <em class="ph i">Question</em>. </li>
<li class="li" dir="ltr">If the ticket priority isn't set,
set the priority to <em class="ph i">Normal</em>. </li>
</ul>
</li>
<li class="li"> Enterprise plans only) If the ticket schedule isn't
set, select a schedule. </li>
</ul>
<p class="p">When set, you can configure SLAs to add time-based rules to your
tickets. We recommend setting SLAs for First reply time and
Next reply time based on ticket priority and Hours of
operation. </p>
<p class="p">When activated, the tickets in Agent Home are sorted based on the
SLA times. The tickets that meet the nearest reply time
breach, will be offered first regardless of the ticket
priority. </p>
<p class="p" dir="ltr">SLAs can make sure that an urgent ticket created this
morning is on top of the list, but an older, low priority
ticket from two days ago might need to be handled first if
the more-recent high priority ticket still has a few hours
to spare. This will happen when the low priority ticket has
a shorter time to SLA breach. </p>
<p class="p" dir="ltr">Agent Home sees and uses these SLA reply time
requirements by default. After these SLAs are set, agents
can work on a mix of tickets and they will be better able to
use SLAs to give a timely response to all ticket types,
instead of always handling the most urgent or the most
recent.</p>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying SLAs</strong></p>
</div>
<div class="div panel">
<p class="p" dir="ltr">To configure SLAs to work well with Agent Home,
first configure triggers to make sure all the
correct information is available in the tickets to
work with the SLAs. </p>
<p class="p" dir="ltr"><strong class="ph b">To configure triggers for the SLAs</strong></p>
<p class="p" dir="ltr">First trigger</p>
<ol class="ol" id="topic_d1q_4nc_j3c__ol_ct2_qpc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_d1q_4nc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> for your
trigger.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Description</strong> for your
trigger. </li>
<li class="li" dir="ltr">Select, or create, a <strong class="ph b">Trigger
category</strong> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<p class="p" dir="ltr">Ticket |
Type | Is | - </p>
</li>
<li class="li" dir="ltr">Set the following <strong class="ph b">Action</strong> for
the trigger:<p class="p" dir="ltr">Ticket | Type |
Question</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
<p class="p">Second trigger</p>
<ol class="ol" id="topic_d1q_4nc_j3c__ol_gt2_qpc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_d1q_4nc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> for your
trigger.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Description</strong> for your
trigger. </li>
<li class="li" dir="ltr">Select, or create, a <strong class="ph b">Trigger
category</strong> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<p class="p" dir="ltr">Ticket |
Priority | Is | - </p>
</li>
<li class="li" dir="ltr">Set the following <strong class="ph b">Action</strong> for
the trigger:<p class="p" dir="ltr">Ticket | Priority |
Normal</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
<p class="p">Third trigger (Enterprise only)</p>
<ol class="ol" id="topic_d1q_4nc_j3c__ol_kt2_qpc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_d1q_4nc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> for your
trigger.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Description</strong> for your
trigger. </li>
<li class="li" dir="ltr">Select, or create, a <strong class="ph b">Trigger
category</strong> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<p class="p" dir="ltr">Ticket |
Schedule | is | (blank)</p>
</li>
<li class="li" dir="ltr">Set the following <strong class="ph b">Action</strong> for
the trigger:<p class="p" dir="ltr">Ticket | Set schedule |
<em class="ph i">Schedule name</em></p>
</li>
<li class="li">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
<p class="p">Once the triggers are set, you can configure SLAs to add
time-based rules to your tickets. For simple SLAs,
we recommend setting SLA targets for:</p>
<ul class="ul" id="topic_d1q_4nc_j3c__ul_dcn_mqc_j3c">
<li class="li" dir="ltr">
<strong class="ph b">First reply time</strong>: The time
between the first customer comment and the first
public comment from an agent. </li>
<li class="li">
<strong class="ph b">Next reply time</strong>: The time between the
oldest, unanswered customer comment and the next
public comment from an agent.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">To configure an SLA policy for email
tickets</strong></p>
<p class="p" dir="ltr">In this example, you’ll configure first and
next reply times for email tickets. You can use your
own values for the target times. </p>
<ol class="ol" id="topic_d1q_4nc_j3c__ol_l42_5qc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_d1q_4nc_j3c__d8e1936" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Service level
agreements</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Create policy</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Policy name</strong> and
<strong class="ph b">Description</strong> for your SLA. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Next</strong>. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<p class="p" dir="ltr">Ticket |
Channel | is | Email</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Next</strong>. </li>
<li class="li" dir="ltr">Add targets for <strong class="ph b">Reply
metrics</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add target &gt; First reply
time</strong>.</li>
<li class="li" dir="ltr">Enter a first reply time target for
each ticket priority. <p class="p" dir="ltr">For example:
</p>
<ul class="ul" id="topic_d1q_4nc_j3c__ul_o42_5qc_j3c">
<li class="li" dir="ltr">Urgent | 30 | Minutes</li>
<li class="li" dir="ltr">High | 2 | Hours</li>
<li class="li" dir="ltr">Normal | 8 | Hours</li>
<li class="li" dir="ltr">Low | 24 | Hours</li>
</ul>
</li>
<li class="li" dir="ltr">(Enterprise only) Select
<strong class="ph b">calendar</strong> or <strong class="ph b">business hours</strong> for the
<strong class="ph b">Hours of operation</strong>. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add target &gt; Next reply
time</strong>.</li>
<li class="li" dir="ltr">Enter a next reply time target for
each ticket priority. <p class="p" dir="ltr">For example:
</p>
<ul class="ul" id="topic_d1q_4nc_j3c__ul_q42_5qc_j3c">
<li class="li" dir="ltr">Urgent | 1 | Hours</li>
<li class="li" dir="ltr">High | 4 | Hours</li>
<li class="li" dir="ltr">Normal | 24 | Hours</li>
<li class="li" dir="ltr">Low | 48 | Hours</li>
</ul>
</li>
<li class="li" dir="ltr">(Enterprise only) Select
<strong class="ph b">calendar</strong> or <strong class="ph b">business hours</strong> for the
<strong class="ph b">Hours of operation</strong>. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save policy. </strong>
</li>
</ol>
<p class="p">Depending on your account, you might have stricter SLA
reply times for messaging tickets. </p>
<p class="p" dir="ltr"><strong class="ph b">To configure an SLA policy for messaging
tickets</strong></p>
<p class="p" dir="ltr">In this example, you’ll configure first and
next reply times for messaging tickets. You can use
your own values for the target times.</p>
<ol class="ol" id="topic_d1q_4nc_j3c__ol_s42_5qc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_d1q_4nc_j3c__d8e1936" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Service level
agreements</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Create policy</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Policy name</strong> and
<strong class="ph b">Description</strong> for your SLA. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Next</strong>. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<p class="p" dir="ltr">Ticket |
Channel | is | Messaging</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Next</strong>. </li>
<li class="li" dir="ltr">Add targets for <strong class="ph b">Reply
metrics</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add target &gt; First reply
time</strong>.</li>
<li class="li" dir="ltr">Enter a first reply time target for
each ticket priority. <p class="p" dir="ltr">For example:
</p>
<ul class="ul" id="topic_d1q_4nc_j3c__ul_v42_5qc_j3c">
<li class="li" dir="ltr">Urgent | 30 Seconds</li>
<li class="li" dir="ltr">High | 2 | Minutes</li>
<li class="li" dir="ltr">Normal | 10 | Minutes</li>
<li class="li" dir="ltr">Low | 2 | Hours</li>
</ul>
</li>
<li class="li" dir="ltr">(Enterprise only) Select
<strong class="ph b">calendar</strong> or <strong class="ph b">business hours</strong> for the
<strong class="ph b">Hours of operation</strong>. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add target &gt; Next reply
time</strong>.</li>
<li class="li" dir="ltr">Enter a next reply time target for
each ticket priority. <p class="p" dir="ltr">For example:
</p>
<ul class="ul" id="topic_d1q_4nc_j3c__ul_x42_5qc_j3c">
<li class="li" dir="ltr">Urgent | 1 | Hours</li>
<li class="li" dir="ltr">High | 4 | Hours</li>
<li class="li" dir="ltr">Normal | 24 | Hours</li>
<li class="li" dir="ltr">Low | 48 | Hours</li>
</ul>
</li>
<li class="li" dir="ltr">(Enterprise only) Select
<strong class="ph b">calendar</strong> or <strong class="ph b">business hours</strong> for the
<strong class="ph b">Hours of operation</strong>. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Add</strong>.</li>
<li class="li">Click <strong class="ph b">Save policy. </strong>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_y25_2sc_j3c">
<h3 class="title topictitle3" id="ariaid-title9">Using triggers to fine-tune priorities</h3>
<div class="body">
<p class="p" dir="ltr">Even though the basic three triggers in the <a class="xref" href="#topic_jmh_gpc_j3c">SLA
configuration</a> make SLAs work for all tickets,
you should also set up a series of triggers to raise or
lower the priority of specific tickets to influence their
sorting in Agent Home. For example, you could set the
priority of tickets of VIP users tagged to High. </p>
<p class="p"><img class="image img-screenshot" id="topic_y25_2sc_j3c__image_yd3_k5c_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_priority.png" width="300"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Use triggers to give important tickets a High
or Urgent priority and increase visibility on
Agent Home. </em></strong></p>
<p class="p">By adjusting priorities this way, you can use a single SLA policy
and still fine-tune the sorting in Agent Home by shifting
priorities with triggers. </p>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying triggers to fine-tune
priorities</strong></p>
</div>
<div class="div panel">
<p class="p">Now that you have the basic triggers and SLA policies
set, you can add additional triggers, if needed, to
tweak the results and make sure important tickets
have maximum visibility on Agent Home and are
automatically assigned the best SLA targets. </p>
<p class="p" dir="ltr"><strong class="ph b">To elevate the priority of tickets from VIP
users</strong></p>
<ol class="ol" id="topic_y25_2sc_j3c__ol_kmn_55c_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_y25_2sc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> and
<strong class="ph b">Description</strong> for your trigger.</li>
<li class="li" dir="ltr">Select, or create, a <strong class="ph b">Trigger
category</strong> for your trigger. </li>
<li class="li" dir="ltr">Set the following for <strong class="ph b">Meet all of
the following conditions</strong>:<p class="p" dir="ltr">Organization | Organization | Is |
&lt;company_name&gt; </p>
</li>
<li class="li" dir="ltr">Set the following <strong class="ph b">Action</strong> for
the trigger:<p class="p" dir="ltr">Ticket &gt; Priority | Is
| High</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
<p class="p">In this example, any ticket from the organization you
specify is automatically set to have a high priority
and assigned the shortest SLA target times. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_etr_rvc_j3c">
<h3 class="title topictitle3" id="ariaid-title10">Using the Copilot add-on for intelligent triage and auto assist
(optional)</h3>
<div class="body">
<p class="p" dir="ltr">As part of Zendesk’s AI capabilities, intelligent
triage in Zendesk <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
analyzes the topic, language, and sentiment For incoming
tickets, and then automatically tags, categorizes, and
routes them to the best-suited agent or group based on
predefined skills and workload. This drastically reduces
manual sorting and speeds up resolutions. </p>
<p class="p">Additionally, auto assist in Zendesk Copilot is an AI-powered
assistant that understands the contents of submitted tickets
and suggests how to solve them. To help agents prioritize
their work, the ticket list on Agent Home indicates which
tickets have auto assist suggestions, so agents can quickly
see which tickets they can open and potentially solve using
auto assist. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418#topic_cym_4zl_pcc" target="_blank">Using Agent Home with
auto assist</a>.</p>
<div class="div accordion">
<p class="p"><strong class="ph b">Introduction to deploying Copilot for intelligent
triage (optional) </strong></p>
</div>
<div class="div panel">
<div class="note note">
<span class="notetitle">Note:</span> You need the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Copilot
add-on</a> to configure this feature. </div>
<p class="p">When Copilot is configured, tickets can be routed to the
right home page for the right agent and provide that
agent with powerful information to help them solve
the tickets quickly.</p>
<p class="p" dir="ltr">To configure Zendesk Copilot, do the following: </p>
<ul class="ul" id="topic_etr_rvc_j3c__ul_vlm_kzc_j3c">
<li class="li" dir="ltr">Configure topics to analyze incoming
tickets and route them to the best-suited agents. </li>
<li class="li" dir="ltr">Add entities to define and
automatically classify unique information in
tickets and messaging conversations, then use that
information to automatically route tickets. </li>
<li class="li" dir="ltr">Set up auto assist to understand the
content of submitted tickets and make suggestions
to your agents on how to solve them. </li>
</ul>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying topics</strong></p>
</div>
<div class="div panel">
<p class="p">Topics classify what a ticket is about. You can use the
topics that appear in tickets to automate your
workflows.</p>
<p class="p"><strong class="ph b">To set up the channels for topic
classification</strong></p>
<p class="p">You can decide which ticket channels include <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_ebn_l4g_htb" target="_blank"><u class="ph u">topic
classification</u></a>.</p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_mk3_tzc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_etr_rvc_j3c__d8e1503" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Manage settings</strong>.</li>
<li class="li" dir="ltr">For topic classification, check the
<strong class="ph b">Channels</strong> to make sure the channels you use
are listed. <p class="p">Some channels are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_gpp_p4g_htb" target="_blank">added by
default</a>, so you may not need to add any
more. </p>
</li>
<li class="li" dir="ltr">Add new channels if needed. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To create ticket triggers based on
topic</strong></p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_ok3_tzc_j3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_etr_rvc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the Triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> and
<strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select, or create, a <strong class="ph b">Category</strong> for your
trigger.</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Conditions</strong>, add the
topic you want to use as part of the trigger
condition.<p class="p">For example:</p>
<p class="p" dir="ltr">Topic |
Is | Account::Account activation::Add new
user</p>
</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Actions</strong>, click
<strong class="ph b">Add actions </strong>to add the actions you want to
perform when the condition is met.<p class="p" dir="ltr">For
example:</p>
<p class="p" dir="ltr">Ticket | Group | Account
services</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying entities</strong></p>
</div>
<div class="div panel">
<p class="p">Entities allow you to define and automatically classify
unique information in tickets. You can then use that
information to power automated workflows and
reports.</p>
<p class="p" dir="ltr"><strong class="ph b">To create an entity</strong></p>
<p class="p" dir="ltr">An existing custom ticket field represents the
piece of information you care about. This
information is an <em class="ph i">entity</em>. The values in the
custom ticket field represent details about the
entity.</p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_zb4_mbw_k3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_etr_rvc_j3c__d8e1518" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Entity</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Create entity</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Select field type</strong>, click
either <strong class="ph b">Drop-down</strong>, <strong class="ph b">Multi-select</strong>, or
<strong class="ph b">Regex</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Select custom field</strong>,
select a custom field.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create entity</strong>.</li>
</ol>
<p class="p" dir="ltr">When the entity is classified in tickets, the
associated custom ticket field is populated or
updated. You can use the associated custom ticket
field's tag and value in triggers, automations, and
reporting.</p>
<p class="p" dir="ltr"><strong class="ph b">To create workflows based on
entities</strong></p>
<p class="p" dir="ltr">You can use ticket triggers and other business
rules to automate workflows based on entities
classified in tickets.</p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_ac4_mbw_k3c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_etr_rvc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the Triggers page, click the
<strong class="ph b">Ticket</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> and
<strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select, or create, a <strong class="ph b">Category</strong> for your
trigger.</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Conditions</strong>, add the
entity you want to use as part of the trigger
condition.<p class="p" dir="ltr">For example:</p>
<p class="p" dir="ltr">Ticket | Tags | Contains at least one
of... | Product_Web_Software</p>
</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Actions</strong>, add the
actions you want to perform when the condition
applies.<p class="p">For example:</p>
<p class="p">Ticket | Group |
Product Team A</p>
</li>
<li class="li">Click <strong class="ph b">Create trigger.</strong>
</li>
</ol>
</div>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying auto-assist</strong></p>
</div>
<div class="div panel">
<p class="p">Auto assist understands the content of submitted tickets
and makes suggestions to your agents on how to solve
them. Agents spend less time on repetitive tickets,
solve tickets in a more consistent way, and
ultimately close more tickets.</p>
<p class="p" dir="ltr"><strong class="ph b">To activate auto assist</strong></p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_axl_bcw_k3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_etr_rvc_j3c__d8e1427" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Auto assist</strong>.</span></li>
<li class="li" dir="ltr">Select <strong class="ph b">Show auto assist replies and
actions in the agent composer</strong>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Who has access</strong> field,
add the groups that should be able to use the
suggested replies feature. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To write a procedure</strong></p>
<p class="p" dir="ltr">To identify a specific problem where you would
like auto assist to suggest replies and write a
procedure for it. Procedures are the instructions
that auto assist follows when suggesting replies or
actions to an agent in a ticket.</p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_bxl_bcw_k3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_etr_rvc_j3c__d14e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li" dir="ltr">Select <strong class="ph b">Procedures</strong>, then click
<strong class="ph b">Create procedure</strong>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Name</strong> field, enter a
descriptive name for the procedure.</li>
<li class="li" dir="ltr">Click below the Name field and enter
the content for your procedure.<p class="p">To add specific
actions to your procedure, click the <strong class="ph b">Insert
action</strong> (<strong class="ph b">+</strong>) button in the
toolbar.</p>
</li>
<li class="li" dir="ltr">To publish your procedure, click the
drop-down arrow next to <strong class="ph b">Save draft</strong> and
select <strong class="ph b">Publish</strong>.</li>
<li class="li" dir="ltr">In the window that appears, click
<strong class="ph b">Publish</strong>.<p class="p">Published procedures are
automatically available for auto assist to
use.</p>
</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To add ticket tags for procedures</strong></p>
<p class="p" dir="ltr">For auto assist to work, each ticket needs to
have an “agent_copilot_enabled” tag. After writing a
procedure for how to handle tickets with a specific
topic, use triggers to add the copilot tag to
tickets with that specific topic. </p>
<ol class="ol" id="topic_etr_rvc_j3c__ol_cxl_bcw_k3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_etr_rvc_j3c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li" dir="ltr">On the Triggers page, click the
<strong class="ph b">Ticket</strong> tab. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Name</strong> and
<strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select, or create, a <strong class="ph b">Category</strong> for your
trigger.</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Conditions</strong>, under
<strong class="ph b">Meet ALL of the following conditions</strong>, add
the following conditions:<ul class="ul" id="topic_etr_rvc_j3c__ul_xhz_1yw_n3c">
<li class="li">Ticket | Status | Is | New</li>
<li class="li">Ticket | Tags | Contains none of the following
| agent_copilot_enabled</li>
</ul>
<p class="p" dir="ltr">This prevents the ticket tag
from being added twice.</p>
</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Conditions</strong>, under
<strong class="ph b">Meet ANY of the following conditions</strong>, add
conditions such as which channels or topics you
want the tag to be added to. For example:<p class="p" dir="ltr">Ticket &gt; Channel | Is | &lt;<em class="ph i">the
channel you want the trigger to work
on&gt;</em></p>
<p class="p" dir="ltr">Ticket &gt; Topic | Is
| <em class="ph i"> &lt;a topic you have created a procedure
for&gt;</em></p>
</li>
<li class="li" dir="ltr">In trigger <strong class="ph b">Actions</strong>, add the
following action:<p class="p">Ticket | Add tags |
agent_copilot_enabled</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_py4_nnd_j3c">
<h3 class="title topictitle3" id="ariaid-title11">Using approval requests to manage agent workflows</h3>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481179038490" target="_blank">Approvals</a> are
requests that agents make on behalf of other agents and end
users. Agents send requests to approvers. Approvers are
other agents or end users who have the authority to review
the request information and make a decision. Approvers might
receive approval requests for various things, such as
processing refunds or software access. Pending approval
requests prevent tickets from being closed. You need a
Customer Services Suite Professional plan or above or an
Employee Services Growth plan or above to use approval
requests.</p>
<p class="p"><img class="image img-screenshot" id="topic_py4_nnd_j3c__image_bzz_d4d_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_approvals.png" width="600"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Approvals appear automatically on Agent Home
for the approving agent.</em></strong></p>
<p class="p">Approval requests are sent automatically to Agent Home. Agents
can use Agent Home to view and manage approval requests
awaiting their response. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481193191322#topic_rpq_hfh_zfc" target="_blank">Viewing approval
requests</a>. Agents can quickly work through
their approvals from a single location. </p>
<p class="p" dir="ltr">Some examples of how you may want to use approvals
include:</p>
<ul class="ul" id="topic_py4_nnd_j3c__ul_adw_mkc_l3c">
<li class="li" dir="ltr">Software and hardware procurement and
access</li>
<li class="li" dir="ltr">Employee promotions or job changes</li>
<li class="li" dir="ltr">Long-term leave requests</li>
<li class="li" dir="ltr">Payroll issues</li>
<li class="li" dir="ltr">Refunds</li>
</ul>
<div class="div accordion">
<p class="p"><strong class="ph b">Steps for deploying approval requests</strong></p>
</div>
<div class="div panel">
<p class="p">Approvals are turned on in Admin Center by an admin, then
agents can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context
panel</a> in their tickets to view and create
approval requests. </p>
<p class="p" dir="ltr"><strong class="ph b">To turn on approval requests</strong></p>
<ol class="ol" id="topic_py4_nnd_j3c__ol_uhk_tzc_l3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_py4_nnd_j3c__d8e1333" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Approval
requests</strong>.</span></li>
<li class="li" dir="ltr">Select <strong class="ph b">Allow creation of approval
requests</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To prepare tickets for approval
requests</strong></p>
<p class="p" dir="ltr">For approvals to work properly, add the
"Approval status" field to your ticket forms. This
field automatically tracks whether a ticket has a
pending, approved, or denied approval request.</p>
<p class="p">If you have only one ticket form, the "Approval status"
field is added automatically and you can skip this
task. </p>
<ol class="ol" id="topic_py4_nnd_j3c__ol_whk_tzc_l3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li" dir="ltr">Select a ticket form to open it. </li>
<li class="li" dir="ltr">In <strong class="ph b">Available ticket fields</strong>,
click <strong class="ph b">Approval status</strong> to add that field to
the form. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>. <p class="p" dir="ltr">Continue to add the <strong class="ph b">Approval status</strong> to any
ticket form you plan to use for approval requests.
</p>
</li>
</ol>
<p class="p" dir="ltr"><strong class="ph b">To create an approval request</strong></p>
<ol class="ol" id="topic_py4_nnd_j3c__ol_xhk_tzc_l3c">
<li class="li" dir="ltr">In a ticket, click the Approval
request icon (<img class="image" id="topic_py4_nnd_j3c__image_yhk_tzc_l3c" src="https://support.zendesk.com/hc/article_attachments/10889371558426" width="16">) in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context
panel</a>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Approver</strong> menu, select a
group of agents or an individual who will approve
the request.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Subject</strong> and
<strong class="ph b">Description</strong> for the approval request.<p class="p" dir="ltr">The description should include any
relevant details the approver needs to make a
decision. </p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Send approval
request</strong>.<p class="p">Agents assigned to the approval
request will see the request in Agent Home, where
they can open the request and <strong class="ph b">Approve the
request</strong> or <strong class="ph b">Deny the request</strong>. They can
also respond to the request with a comment before
approving or denying it. </p>
<p class="p" dir="ltr">Responses to approval requests are stored as part
of the ticket so you have a permanent record.
</p>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_knd_yqh_33c">
<h2 class="title topictitle2" id="ariaid-title12">Interactions your agents can control</h2>
<div class="body">
<p class="p">This section describes interactions that your agents can control to make
sure ticket assignment on Agent Home is optimized. See also <a class="xref" href="#topic_plz_5qh_33c">Interactions that
admins can configure</a>. </p>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_mrl_ppd_j3c">
<h3 class="title topictitle3" id="ariaid-title13">Keeping conversations in Zendesk</h3>
<div class="body">
<p class="p" dir="ltr">The more conversations that happen in Zendesk as email
tickets, side conversations, or messages, the more relevant
Agent Home becomes.</p>
<p class="p" dir="ltr">So instead of using Slack or Outlook to send out an
email, your agents should @mention a colleague or use side
conversations over Slack and Email to reach out. This way,
if people reply, the work will show up in Agent Home.</p>
<p class="p" dir="ltr">Similarly, instead of getting IT requests over email
from a colleague in an Employee environment, make sure all
those requests are forwarded to Zendesk so an agent’s ticket
queue reflects all their actual work.</p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_r4v_spd_j3c">
<h3 class="title topictitle3" id="ariaid-title14">Using the right ticket status</h3>
<div class="body">
<p class="p">A ticket's lifetime is based on its <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_lqf_myk_fdc" target="_blank"><u class="ph u">status</u></a>.
A ticket moved from New to Open, can be set aside as Pending
or On-hold, and hopefully becomes Solved quickly. Tickets
can flow between statuses and can go from Pending to Open,
and vice versa. </p>
<p class="p"><img class="image img-screenshot" id="topic_r4v_spd_j3c__image_gjw_wpd_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_ticket_status.png" width="250"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: After an agent replies to a ticket, they can
change the ticket status to Pending, On-hold, or
Solved to remove them from Agent Home.</em></strong></p>
<p class="p" dir="ltr">The tickets that show up in Agent Home are almost
always Open tickets or tickets where the agent was
mentioned. To keep Agent Home clean for all your agents,
remind your agents to move tickets they have handled to a
status other than Open after they have replied to them.</p>
<p class="p" dir="ltr">Similarly, if an agent @mentioned a colleague and needs
a reply, they should put the ticket On-hold. Make sure your
agents put all tickets that require customer action to
Pending.</p>
<p class="p" dir="ltr">With these suggestions, Agent Home will contain real
actionable tickets only, automatically giving your agent a
built-in list of tickets and priorities</p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_qys_lqd_j3c">
<h3 class="title topictitle3" id="ariaid-title15">Using followers and @mentions</h3>
<div class="body">
<p class="p" dir="ltr">Agents can add <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank">CCs and
followers</a> to tickets. Followers allow agents
to include additional internal users (agents or
administrators) on ticket notifications. They might do this
if they want someone else to be aware of a ticket or provide
some feedback on it.</p>
<p class="p"><img class="image img-screenshot" id="topic_qys_lqd_j3c__image_qmb_pqd_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_followers.png" width="450"></p>
<p class="p"><strong class="ph b"><em class="ph i">Interaction: Agents can use Agent Home to track tickets
that list them as Followers. </em></strong></p>
<p class="p" dir="ltr">Agent Home has a dedicated section for following
tickets. This section contains all tickets where the agent
has been added as a CC or follower. </p>
<p class="p" dir="ltr">Before Agent Home, an agent would often reassign a
ticket to another agent whose attention was required so it
would show up in their Action Needed view. Now with Agent
Home as a dedicated spot for followed tickets, you can
encourage your agents to add other agents as followers
instead of reassigning the ticket. This gives the follower
agents visibility into the ticket without cluttering their
inbox. </p>
<p class="p" dir="ltr">Similarly, any @mention agents add to an internal note
also appears on Agent Home for the mentioned agent.</p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_vtt_5qd_j3c">
<h3 class="title topictitle3" id="ariaid-title16">Unfollowing tickets</h3>
<div class="body">
<p class="p"><strong class="ph b"><em class="ph i">Interaction: To clear up Agent Home, agents can unfollow
tickets that are no longer relevant. </em></strong></p>
<p class="p" dir="ltr">Similar to how assigning tickets and adding agents as
followers make tickets appear in their Agent Home, it's best
practice for agents to remove themselves as a follower from
those tickets that no longer require their attention.</p>
<p class="p" dir="ltr">This keeps the agent’s Following list as short as
possible and only those tickets that need attention stay in
their queue. The list won't be cluttered with updates to
tickets the agent no longer needs to see. </p>
<p class="p" dir="ltr">Also, it’s a good idea to encourage your agents to
remove followers from a ticket after the follower has
addressed the issue.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested1" id="topic_fnr_dx3_33c">
<h2 class="title topictitle2" id="ariaid-title17">Agent Home monitoring</h2>
<div class="body">
<p class="p" dir="ltr">To help admins monitor the effectiveness of Agent Home, Zendesk
includes built-in, real-time monitoring dashboards. You can use
these dashboards to monitor agent performance before and after you
configure your account and train your agents to optimize Agent Home. </p>
<p class="p" dir="ltr">These dashboards help you see short‑term trends, spot issues
quickly, and act with confidence. They include information on:</p>
<ul class="ul" id="topic_fnr_dx3_33c__ul_l1p_krd_j3c">
<li class="li" dir="ltr">
<strong class="ph b">Incoming tickets</strong>: Recent history metrics to
monitor omnichannel routing queue performance over time and
spot trends.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent productivity</strong>: Recent history metrics to
track agent performance over time, plus a leaderboard view
highlighting your best performing agents.</li>
<li class="li" dir="ltr">
<strong class="ph b">SLA Live Reporting</strong>: Ticket‑level SLA target
statuses are visible in all ticket tables, so you can
quickly find breached tickets and take action to bring them
toward resolution.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">To view the real-time monitoring home page</strong></p>
<ul class="ul" id="topic_fnr_dx3_33c__ul_ug3_ysd_j3c">
<li class="li" dir="ltr">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>,
click <img class="image" id="topic_fnr_dx3_33c__image_ant_xcx_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_icon.png" width="16">
<strong class="ph b">Real-time monitoring</strong> in the sidebar.
<p class="p" dir="ltr">The
real-time monitoring home page appears.
</p>
<p class="p"><img class="image img-screenshot" id="topic_fnr_dx3_33c__image_fwr_psd_j3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_home_solutions_analytics.png" width="730"></p>
<p class="p" dir="ltr">Some
items to look for on the dashboards include: </p>
<ul class="ul" id="topic_fnr_dx3_33c__ul_x4r_1td_j3c">
<li class="li" dir="ltr">Customer wait times on the Ticket
progress dashboard. You should see reductions in
the average full resolution times. </li>
<li class="li" dir="ltr">Average agent first reply time on the
Agent productivity &gt; Agent efficiency
dashboard. You should see reductions in the
average agent reply times. </li>
<li class="li" dir="ltr">SLA status on the Ticket status
dashboard. You should see fewer SLAs breached over
time. </li>
</ul>
<p class="p">To learn more about using the real-time monitoring
dashboards, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">About real-time
monitoring dashboards</a>. </p>
</li>
</ul>
</div>
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