Zendesk Support Agent Dashboard – Sidebar – Omni Factors Support

Sidebar

The icons in the sidebar allow you to navigate between feature areas. The sidebar may also include icons for other apps installed by your administrator.

Table 1. Sidebar Icons
Icon	Function
	Home: Displays the agent dashboard. Here, you can access recently updated tickets or tickets requiring your attention. You can also view the following: Open tickets: You: Tickets assigned to you that are still open. Groups: Tickets assigned to one of your groups that are still open. Ticket Statistics: Good: Tickets marked as solved this week that were rated positively and are currently assigned to you. Bad: Tickets marked as solved this week that were rated negatively and are currently assigned to you. Solved: Tickets marked as solved this week and currently assigned to you. Note: Ticket statistics cover a Monday–Sunday timeframe. Satisfaction Ratings: You: The percentage of tickets solved within the past 60 days and rated positively that are currently assigned to you. Help Desk: The percentage of all tickets in your Support account solved in the past 60 days and rated positively.
	Views: Displays your shared and personal views. You can access and work on tickets in each view from here. Admins can create views in the settings.
	Customer Lists: Displays customer lists created by admins and allows you to create personal customer lists for your own use.
	Reporting: Displays the Reporting Overview. Here you can view updated hourly data on ticket volume and management. You can also compare your tickets with other agents’. If features like Insights and Satisfaction are enabled, those tabs will appear as well.
	Admin: Opens the Admin homepage. This section provides the tools needed to configure your Zendesk Support account and view the current setup. Agents see a customized Admin page based on their assigned permissions.

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