Setting up Guided mode (Enterprise)

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  • Elliot Sanderup Pamperien



    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 S. - Community Manager
    Zendesk Community Team

    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.

  • Mark Lester Estacio


    Do you have any update from Aaron Elliot's suggestions? If you are checking the comments from your users, those are the most requested feature in Zendesk Support.

    By having those features enabled, it will definitely prevent cherry picking, will save time of the supervisors, will ensure that the tickets are handled properly and efficiently.

  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Mark Lester Estacio - 

    I see that this is your first post - Welcome to the Zendesk Community! If you'd like to say hello to everyone, you can introduce yourself here

    Updates are typically shared on requests in the Feedback Forum. With 16k articles in our knowledge base, our product managers found it best to centralize where they receive and respond to product feedback in a single community space, rather than trying to track and make sure communications get distributed to all article comment threads. Here's the relevant product feedback conversation: Guided Mode Improvements 

    While there are a fair number of comments here, this is by far not the most requested feature on the list. But I encourage everyone who is interested to up-vote the feedback post and add your comments. The product managers use the number of votes and comments on a feedback thread to evaluate need and gauge interest so that they can prioritize the higher-demand requests. 


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