Customer Agent Status Property and Help Desk View Updates

What it is

The Customer Agent status property now uses a clearer set of structured statuses that show where a ticket sits in the agent-to-human handoff: Pending while the agent is handling it, Escalated when handoff has triggered but no human is assigned, Handed Off once a rep owns it, and None when the agent is not involved. The default help desk view now surfaces all agent-involved tickets sorted by urgency, with escalated tickets first. This moves to public beta for Service Hub Professional and Enterprise, with a Service Seat required.

Why it matters

As more Customer Agents run in help desk, the handoff is where ownership gets murky, and a ticket stuck between agent and human is a ticket nobody owns. Escalated is the status that earns its place, because handoff-triggered-but-unassigned is exactly where response times slip. The move to public beta means any qualifying Service Hub portal can put this visibility in front of managers now.

For the earlier coverage from when this was in private beta, see our May 29 recap. For more details: Customer Agent status property and help desk view updates public beta.