Setting up Guided mode (Enterprise)

Have more questions? Submit a request


  • Elliot Sanderup Pamperien
    Comment actions Permalink



    We seem to have an issue where people in guided mode get into the same tickets, very often also without seeing eachother in the same ticket, which then has resulted in a bad timing with the customer having 2 answers at the same time from our agents.

    Any one else having this issue? Zendesk any solution to this issue?

  • Nicole - Community Manager
    Comment actions Permalink

    Hi Elliot -

    If Guided mode is working properly, this shouldn't arise.

    First, I recommend reading through and following the troubleshooting steps in this article:

    How can I troubleshoot agent collision issues

    If that doesn't resolve things, we'll most likely need to get you in touch with one of our Customer Advocates to do a more in-depth review of your account to see if there's a bug.


Please sign in to leave a comment.

Powered by Zendesk