What is it?
We're updating the Customer Agent Status property with a new set of structured statuses that clearly represent where a ticket stands in the CA -> human handoff process and if a human rep needs to step in.
We're also updating the Customer Agent default view to surface all CA-involved tickets by urgency. Here's what's new:
Customer Agent Status — new statuses
- - Pending — Customer Agent is actively handling the ticket, no human needed
- - Escalated — CA has triggered a handoff, but no human has been assigned yet
- - Handed Off — CA has handed off and a human rep is now assigned
- - None — Customer Agent was never involved in this ticket
Customer Agent default view — open + closed tickets and new sort order
- - The default view now shows all CA-involved tickets — open or closed — not just open CA-owned ones, so you have a complete history of everything Customer Agent has ever touched
- - Tickets are sorted by urgency, with Escalated tickets surfaced first, followed by Handed Off, then Pending
Why does it matter?
As you run more Customer Agents in help desk, the handoff between CA and human reps has become a critical moment. Today it's hard to know which tickets need human attention, which are stalled without an assignee, and which CA is still actively handling. This creates delays, gaps in ownership, and limited visibility for managers. The new statuses and updated default view give teams a clear, high-signal way to understand CA's role on any ticket — so handoffs are faster and ownership gaps are caught immediately.
How does it work?
Statuses are automatically set based on ticket ownership and handoff events. When Customer Agent owns a ticket and no handoff has been triggered, the status is set to Pending. When a handoff is triggered but no human has been assigned yet, it moves to Escalated. Once a human rep is assigned, it updates to Handed Off. The status cannot be manually edited — it is set and updated automatically based on ticket ownership and handoff events. Ways to utilize this in help desk:
- - Triage by urgency — Start your day in the CA default view, where tickets are automatically sorted by urgency with Escalated tickets at the top. For even faster triage, build a custom view filtered by Escalated to see only the tickets that have been handed off but have no human rep assigned yet — these are your highest-urgency tickets and should be assigned first.
- - Track handed-off tickets — Filter by Handed Off to see tickets where a human rep is assigned and in progress. Use this to make sure responses are happening in a timely manner.
- - Monitor CA coverage — Filter by Pending to see everything Customer Agent is actively handling. These tickets typically don't need human intervention, but are useful for understanding CA's current workload.
- - Build custom views — Use CA Status as a filter when building views in help desk. For example, filter by Escalated to surface all unassigned escalations.
What should I expect after opting in?
- - Once you opt in to the beta, new tickets will have their status populated right away.
- - Existing tickets and default view updates may take up to 1 day to complete
Who gets it?
Service Hub Professional, Service Hub Enterprise (Service Seat required)