Ensure tickets are addressed in the appropriate order with Guided mode, a custom role option that requires agents to work through tickets using the Play button.
About Guided mode
In Guided mode, agents can access views using the Play button. For more details, see Using Play mode. When agents click the Play button, the system automatically opens the first ticket in the view. After addressing the ticket, the agent submits the update and automatically moves to the next ticket.
) in the sidebar, they can
do either of the following:- See and open all tickets assigned to them in the system Your assigned tickets view.
- Click on any other view to open its available ticket and start Play mode. They won't be able to see a list of the tickets in the view.
- Agents in Guided mode will still be able to view and open tickets they have access to from end-user or organization profiles and through search.
- Tickets in Guided mode aren't automatically assigned to the agent who is working on them unless you use one of the routing and automation options to assign tickets.
- Guided mode may show an agent another agent's assigned tickets. This can happen if the tickets meet all view conditions, agent permission settings, and are not being viewed by another agent.
Setting team member access to Guided mode
You'll need to create or edit a custom role and assign it to the team members who should have Guided mode access. For details, see Custom agent roles.
- In Admin Center, click
People in the sidebar, then select Team > Roles. - Next to the role you want to modify, click edit.
- In the Agent workflow section, select View permissions > Play views only.
- Click Save.
Viewing skipped tickets
In Guided mode, team members can choose to skip a ticket. After they click Skip, a window appears prompting them to enter a reason.
Guided mode team members can still click Skip in the above window without entering a reason. If you're looking for specific information from team members when they skip tickets, you should communicate expectations on entering reasons and how you'll be using the responses.
Review skipped tickets and reasons in a Guided mode team member's user profile. Looking through skipped tickets can help you identify specific knowledge areas and processes that team members are struggling with.
Admins can view skipped tickets for any agent in Guided mode. Guided mode agents can view their own skipped tickets only.
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Open the team member's profile you want to view.
- Click Play only.
- A list of tickets the agent has skipped, along with each
reason entered, appears. Click on a ticket to open
it and view additional details.
47 comments
Ashleigh Bulmer
Hi,
I wanted to review skipped tickets for the agents in guided mode.
Agent 1 (Role = Advisor Guided Mode) has “Play Only” on their Zendesk profile. Under skipped tickets there isn't any data so is it safe to assume they haven't skipped any tickets?
Agent 2 (Role= Advisor Guided Mode) doesn't have the “Play Only” option on their Zendesk profile. Why is that?
0
Christine Diego
If you want your agents to easily see their reopened tickets without having to navigate through their personal views, you can set up a separate ticket view. You can use the condition provided below:
Feel free to customize the conditions further based on your specific needs. As long as the tickets meet all view conditions, agent permission settings, and are not currently being viewed by another agent, your team should have a seamless experience.
0
Camiel Lawler
Hi!
When using Guided mode is there a way for the agent assigned reopened tickets to pull into their playlist or will the need to exit the playlist and check for reopened tickets in their personal queues? I'm hoping to have it where an agent can simply work through the playlist without having to exit the list looking for reopened tickets.
0
Dainne Kiara Lucena-Laxamana
Hi 7134629462810
Since this needs to be investigated on, I went ahead & created a ticket on your behalf. Please keep an eye out for our Email
0
Olha Vorobei
And another question to the one above:
sometimes the same ticket might be open for 2 agents (agents' collision happens) but the thing is that one of the agents sees it only when they want to send a reply (Zendesk doesn't allow to send the reply because the other agent has just done it).
What. might the issue be here? Thanks!
0
Olha Vorobei
Hello! I don't know if it is the right thread to address the question, and if not - it'd be great if you could advise on the correct one.
After implementing the Guide mode into the agents' work, the agents started experiencing numerous “bugs” such as:
1. Even though the View (from where the tickets are added to the Play mode) is set correctly in the way that only New and Open tickets should appear, the agents sometimes receive Pending and Solved tickets. Can you, please, advise what could be the issue of this?
2. Are the tickets distributed evenly between the agents on the shifts?
Thanks!
0
Leslie Garcia
"You reached the end of the view playlist.
Looks like you've played through all the tickets, there's no more left in this view"
Why are we seeing this message when using Play button?
Thank you so much.
0
Christine Diego
It is expected that if a Light Agent is viewing a ticket that it will be skipped in Play/Guided mode. We currently do not differentiate between the light agent and normal agent, but you I would encourage you to post this as feature request in our feedback forum. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
1
Marius Gavril
In the event that Light Agents are viewing a ticket, that ticket does not get served to the agent that's in Play Mode due to collision detection. Is there a way to bypass this shortcoming?
0
Glen Schneider
Silly question but how can you just solve a ticket in guided mode without adding a reply?
We get tickets sometimes that just contain an attachment and we don't need to reply.
0
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