I think this will be a great feature to help streamline an agent's workflow. Basically, you would add another icon/tab to the navigation at the top of the ST interface, and that tab would have links to everything the agent needs to attend to, such as: ticket, chats, tasks etc.

So, the "Tickets" link in the mockup below would be for "active" tickets, since those are the ones that need to be addressed. The "Chats" link in the mockup below would be for "active" chats, since those are the ones that need to be addressed. The "KB" and "News" links would be for articles that need to be reviewed etc.

Here is a basic mockup: