Working with tickets Follow

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As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in various ways such as via the Help Center request form, directly through email, by telephone and text chat, and from social media such as Twitter and Facebook. The options your customers have for requesting support are called channels. Your account owner or the administrator who set up your Zendesk Support determines what channels are included.

Depending on how you manage your ticket workflow, you may manually select and assign tickets to yourself or other agents. Tickets can also be automatically assigned to you and other agents via automations and triggers, which are referred to as business rules (you can read about these workflow management tools in Streamlining your support workflow in the Administrator Guide).

This article covers the following topics:

Viewing tickets

Tickets are organized into views, groups of tickets based on certain criteria. You can preview or open tickets from your view.

Tickets in a view are preceded with a colored icon indicating each ticket's current status. Here are the corresponding ticket statuses and colors:

This section provides the steps you'll take to:

  • Display a ticket view
  • Preview a ticket
  • Open a ticket
  • Return to a view
  • Move to the next ticket in a view
  • Submit a ticket and move to the next ticket in a view
Note: Depending on your settings, you might only be able to perform these actions on your default Your assigned tickets view. For details, see Using the Play button.

To display tickets in a view

  • Click the Views icon () in the sidebar to open the Views list.
  • Click the title of any view in the list to display tickets in that view.

To preview a ticket in a view

  • Hover your mouse over a ticket title. The ticket preview appears:

To open a ticket

  1. Locate the ticket in the view list.
  2. Click the ticket subject.

    The ticket opens in the main window.

To return to the current view from a ticket

  • Click the Views icon () in the sidebar.
To go to the next ticket in the current view
  • From a ticket, click the Next ticket arrow in the upper-right corner of the ticket.

    The next ticket in the current view opens, even if another agent is currently viewing it. If another agent is viewing the ticket, you will see the agent collision notification.
    Note: If you click the Next ticket arrow after clicking Play, the Next ticket arrow serves the next ticket that is not being viewed by another agent. See Using Play mode for more information.

To automatically go to the next ticket in the view when you submit a ticket

  • From a ticket, click the menu to the left of the Submit button, then select Next ticket in view.

    You do not have to select this option each time you submit a ticket. Once selected, the next ticket in the view will always open when you submit a ticket update. You can chose Close Tab if you prefer to open the current view after you submit a ticket.

Expanding and collapsing your views list

You can expand and collapse your list of views by clicking the arrow at the top of the views list. When collapsed, the views list will auto-show when you mouse over it, and auto-hide when you mouse away from it.

When the arrow is pointing towards your Views, the list is locked. When the arrow is pointing towards your tickets, the views list will auto-show and auto-hide.

By default, your views lists are expanded.

To collapse the views list and set it to auto-show
  • Click the arrow at the top of the views list.

Your list of views collapses.

To expand the views list and lock it

  1. Mouse over the collapsed views list to auto-show the list.
  2. Click the arrow at the top of the views list to lock it in place.

    The views list is locked in the expanded position.

Tracking your recently viewed tickets

You can see the last five tickets that you viewed by hovering over the +add tab in the top toolbar.

Note: The recently viewed tickets list disappears after 72 hours if there is no action taken on any of your tickets (including viewing and updating tickets).

Avoiding agent collision

You can tell if another agent is working on a ticket from views or directly in the ticket. This makes it easier to avoid potentially conflicting updates to tickets.

In views, an eye icon appears next to tickets that are being viewed by another agent. You can also hover over the ticket to see details:

In tickets, collision details appear in the upper left corner:

You can tell how each agent is interacting with the ticket from the formatting of their picture or by hovering over it with your mouse:
  • Agents outlined in blue are editing the ticket

  • Agents with regular pictures are viewing the ticket but not actively editing any fields.

  • Agents with dimmed pictures have the ticket open, but have navigated away from it.

You'll also see the agent collision message in the ticket summary pop-up that is displayed when you hover over a ticket in a view with your mouse.

Using the Play button

The Play button guides you through the available tickets in a view automatically. Press the Play button or icon to open the first ticket in the view. After addressing the ticket, click Submit to update it and automatically move to the next available ticket.

The next available ticket is the next ticket in the view according to the view's sort order (see Using views to manage ticket workflow) that you haven't already skipped and that no other agent is currently viewing. Views are also refreshed every five minutes, so you might see a ticket that wasn't part of the view when you started Play mode.

Depending on settings configured by your administrator, you might be automatically launched into Play mode when you select a view. For details, see Setting up Guided mode (Enterprise).

Note: The Play button is not available for Essential plans.

To open a view in Play mode

  1. Click the Views icon () in the sidebar and select a view.
  2. Click the Play button in the upper right hand to open the first ticket. Depending on your settings, you might be able to skip this step.

  3. The first available ticket in the view opens.
To update a ticket and move to the next one
  • Click Submit. The next available ticket opens automatically.
To keep a ticket open after you submit it
  • By default, the next available ticket opens when you click Submit. To stay on the ticket after submitting changes, click the menu from the left of the Submit button and select Stay on ticket.

    Change this option back to Next available ticket before submitting your final updates so you can move to the next available ticket.
To skip a ticket and move to the next one
  • Click Skip to move to the next ticket without making any changes to the current one.
  • Depending on your administrator-configured settings, you might also be required to enter a reason for skipping the ticket. Enter a reason in the window that appears and click Skip again.

Have more questions? Submit a request

Comments

  • 0

    Rich content option was way overdue! Bye bye Markdown! Thanks Zendesk.

  • 0

    Are there plans to add some sort of agent collision feature to the mobile app?  Maybe it is there and I missed it but I do not believe I can tell when other agents are working on a ticket from the Android mobile app.

  • 0

    We've found that when an agent manually sorts a column in a view, play mode will then function in that order.  Is there a way to make sure Play mode only works in the default sort order of the view?

  • 0

    Hey Rachel,

    Thanks for your question!

    When the view columns are manually sorted, the Play mode functions in the order the columns were sorted in. Based on my testing results, I do not see an option to adjust this otherwise, as it just the way the app was designed :) 

    Kind regards,

    Jonny!

     

  • 0

    Is there a way to display the amount of tickets left in the PLAY queue when working in Play mode?

  • 0

    Hi Helvijs, 

    I wish I had better news however this is not something that is possible at this time when using guided mode. I am not exactly sure why this is the case from a technical standpoint, however I could foresee some limitations in that Support does not auto refresh and a live ticket counter of remaining ticket would require some type of live refresh functionality to function effectively.  

    However I will make this as a feature request for our Product team to track. 

  • 0

    Hey Team! 

    Just want to chime in here because I'm getting a lot of concern around play mode from my org. 

    We have 3 levels of priority for our inbound tickets from API/Contact us: Urgent, High, Low. My expectation is that urgent tickets get served first always, then high then normal. If only normals are in the view and one urgent pops up that urgent then gets served. 

    From what I see in the comments this should be true - unless the agent manually sorts the view for some reason. 

    Am I understanding this correctly? 

     

    Also, how does the 5 minute view refresh impact play mode? If I am an agent working tickets and there are 5 normal tickets one minute and 5 urgent tickets the next I expect my agent will be served the urgent. But should I expect a lag here? 

    Thanks for your help? 

  • 0

    Hello Christina,

    Thank you for contacting us with your views question.

    Regarding your questions, yes! You are right, If your views are sorted by priority as you described, then the order of served tickets will be Urgent > High > Normal.

    As for the lag, the way the refresh works in play mode the view is updated every 5 minutes. Now, if a ticket is created at minute 1 of these 5 minutes, it will not appear to your agent in the play mode and would assign an existing ticket to him till these initial 5 minutes are over. Then, once he updates that ticket 5 minutes after he got it he will get the urgent ticket.

    An important thing to notice, is that this 5 minutes refresh in play mode, is per agent, not per view. So if you have multiple agents working on tickets in this view, they could as well grab it as soon as it is in the view.

    I hope this helps you understand your ticket workflow by using the play button. If you have any other question, feel free to contact us.

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