Question
Can I report on skipped tickets in Guided mode?
Answer
There isn't a reporting functionality for ticket data relating to Guided mode.
However, you can view skipped tickets for an agent while in Guided mode, under Admin ( 
) > Manage > People > Agents. From there open the agent’s profile and click Play Only, and a list of the tickets skipped by the agent (along with each reason entered) appears.
As a workaround, you can pull and obtain all the skipped tickets and comments using the REST API.
If you want to assign updated tickets in the guided mode, see Is it possible to automatically assign tickets when using the play button?.
21 Comments
I'd like to contribute by saying the ability to report on skipped tickets should be considered a basic part of the Play Feature. Kudus to implementing the play feature, but if we could just get a count of how many times an agent pressed the skipped button it would double the value of the feature.
Welcome to the Community, Thomas!
Thanks very much for this feedback; if it's not too much trouble, it would be great if you could head over to our Product Feedback forum to share your suggestion and detailed use case.
It looks like we've already got a thread on it, which you can find here: Reporting - Skipped tickets within the "play-mode". This is the best way to make sure our Product Managers see your suggestion!
Agree 100% - functionality doesn't mean much without reporting.
Thanks Mary. Please add your response to the thread that Jessie linked to above; Product Managers don't usually see comments on articles but they do read things that get posted in the Product Feedback forum.
Have a great day!
Tymeshift (A WFM made exclusively for Zendesk) tracks and allows you to report on skipped tickets as well as skip rate.
Shameless plug but hope this helps out. :)
Thanks for sharing, David. :)
Is it possible to tag skipped tickets with a custom tag we can then report on?
Thanks,
Lisa
Hey Lisa,
There's currently no way to tag skipped tickets at this time to capture within Insights. The only way to track this information currently is to use the steps mentioned in the above documentation. You'd either need to navigate to the Agents profile or you would need to use the Rest API. Apologies for not being able to provide another alternative for you :-/
Let us know if you have any other questions.
Hey Brett,
Ok, thanks a lot,
Lisa
+1
When a supervisor has dozens of agents, checking each person's profile for all the skipped tickets can be a hassle.
So, summing up a list of feature requirements (sorry if repeating):
Thankfully, Tymeshift allows us some control over this, but I still think there should be more native features.
Hi all,
With the launch of Zendesk Explore, we do not plan to make many further updates or additions to the Insights functionality. We encourage you to share any feedback you have around reporting or analytics in the Explore Product Feedback topic in the community.
As part of reporting on Guided Mode, it would be helpful to have auto-tagging/tracking if a ticket is worked in Guided Mode. This would help track tickets where agents updated a ticket without using Guided Mode. Such as using search to work tickets they want rather than are presented.
Hello Monica,
Thanks so much for your feedback and for sharing your perspective on our Guide product. I would recommend sharing your thoughts with our developers in our Product Feedback Forum so we can consider this update for future releases.
Best regards.
Is there a way to see skipped tickets for agents if you aren't an Administrator? We have an 80-person team in one of our markets and I don't want to create another 5 Administrators - that's more risk than we're comfortable with.
I was surprised to learn that only Admins can view skipped tickets too. I think stronger Reporting Functionality and Management Tools for skipped tickets is the number one improvement I would like to see.
Hello Sy Sussman & Thomas Miller,
To view if agents are skipping tickets you would need to do so as an Administrator, there is no other workaround that would let you bypass this step. Still, I've included an article that goes into further detail on the admin set up for your reference.
Understanding Zendesk Support User Roles
Best regards.
Hi Devan. I understand that this is a Zendesk limitation. But it makes no sense and should be changed. There is no reason why one of our team leads should not be able to see which of their team members are skipping tickets.
Hello Sy Sussman,
I understand that this feature of our base product is proving counterproductive to what your team is looking to accomplish. I would strongly recommend posting your views on this aspect of the product in our Feedback forum so our development team can consider your perspective for potential product updates.
Support - Product Feedback & Discussion
Best regards.
Above it is stated that you can view an individual agent's skipped tickets by going to their profile and clicking the play only tab (as long as you are an admin). I am an admin and I've looked up some of our agents who we've trained to use guided mode (we do not set it by role), but I don't see the Play Only section. Does this alone mean they haven't been using it?
Hi Lila,
The Play Only option that is part of Guided mode has to be an enabled for an agent role in order for this information to be collected in their profile. It doesn't mean agents aren't hitting play on the views they work out of, but information on skipped tickets won't be something that you see in their profile information unless you do restrict their role further.
Thanks much Gail! It would be great for us if it wasn't tied to role (and in fact, it might be best if it was something you could control on the view level). I'll take a look and see if there are any product suggestions to this effect out there and create one if not.
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