Setting up Guided mode (Enterprise)

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62 Comments

  • Terry Knox
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    Just a quick note to shove my weight behind a few of the requests here. We'd love to use this feature, but... 

    • The ability to choose which views are Play and which ones aren't would be important. 
    • The ability for non-Admin supervisory staff to see skip reasons would be important. 
    • The ability to pull out some metrics on people who skip a lot of tickets would be awesome. 

    Will be watching this one closely. 

    12
  • Pete Holborow
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    I would really like a way to report on ticket skipping in Insights. For example if I could have a '% skipped' figure for my team it would be very useful in performance reviews etc.

    10
  • Collin Cunninghame
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    Agreed with setting play-only mode per view instead of per role. For play-only agents, their views list is split into "Views" and "Playlists," where the only view is the (bafflingly) uneditable "your assigned tickets." If we could create playlists and views as separate entities, we could protect the main support queue from cherry-picking while still offering custom views for specialty/personal tickets where skipping is not a concern.

    9
  • Thomas Barnisch
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    Finally a tool to effectively prevent "Cherry Picking".  Very nice!!

    Still I've got some questions :) 

    What's with the "your assigned tickets" view all "play-only " Agents have? Is there a way for an Admin to change the settings as it can be done with all other views, or can the  "your assigned tickets" view be deactivated  completely?

    The other questions I have are about reviewing the skipped tickets.

    If an agent skips a ticket it will show up in his user profile. The skipped Tickets can be reviewed by the agent himself or an Admin.

    For how long will the skipped Tickets be present in the user profile? 

    F.ex. The agent skips a ticket, it shows up in his profile, for some reason he figures out how to solve the ticket and reenters the ticket from within his profile.

    After he has solved the Ticket it still shows up in his user profile.

    Only makes sense from the Admins point of view, he reviews the skipped tickets to prepare a training or something similar.

    After reviewing or if the skipping Agent has solved the Tickets I can see no point in keeping them in the skipped tickets list.  Additionally after a while the list would be completely overcrowded. 

    The revieving agent should have the option to mark the tickets in the list in some way.

    Another thing about reviewing the skipped tickets. Right now only Admins can review skipped tickets from another agent. Wouldn't it be possible to optionally grant those rights to other user roles?

    We want to keep the number of Zendesk Admins as low as possible, reviewing those skipping reasons is something the corresponding team leaders should be able to do without granting Admin rights to all of them.

    Thanks in advance :) 

    6
  • Mindaugas Verkys
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    Crucial updates: on/off reason table, and ability to make reason as mandatory

    Agent role permission to review skipped tickets. It's not admins work to review skipped tickets but more for managers or team leaders.

     

    Best,

    5
  • Charles Magnuson
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    This feature works wonderfully until it comes to skip reasons.

    In anything other than a super small organization no one is going to have the time to audit the skip reasons for each agent on the team. This creates a situation where agents are incentivized to avoid entering a skip reason to increase their ticket numbers.

    Instead, I see tremendous value in skip reasons being added as private comments on tickets by default. If one of my coworkers skipped a ticket, why am I unable to see their reason when viewing the ticket they skipped? Without that information, I have no opportunity to offer a solution I'm aware of to my colleague. Sure I could check their skip reasons if my account has the appropriate permissions, but that is a very click heavy process when viewing a private comment on the ticket that's already open would not be.

    I would really like to see skip reasons work exactly the same as the prompt that appears when merging tickets. The public comment checkbox is ticked by default and I can uncheck the box to make my comment private. However, in the situation of skipped tickets, rather than a public/private option the option would be private/skip comment. Leaving the box checked would add a private comment to the ticket while unchecking the box would add the comment to the skip comments archive on the user's profile.

    5
  • Aaron Elliott
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    Just tried to implement this and it was an epic fail. Role based options is not suitable for our use. 

    To use the feature we would require the following to be an option with setup.

    1. Play feature by view, not by role
    2. The play feature to not serve up tickets that are assigned to other agents
    3. The play feature to have an option to not serve up tickets in a certain status, ie Paused & On Hold
    4. An option to setup a skipped-tickets view. This would be helpful for escalated support / team leaders to quickly view tickets that have been skipped.
    5. An option for agents to not be able to re-sort a view that has Play enabled.
    6. Built-in reporting

    I'm happy to provide any further context to the info above or if anyone has ideas to get around these limitations. Cheers.

    4
  • Michael Sternberg
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    Great update!

    Is there a way to extract an entire list of all the skipped tickets? or create a view for the manager to see them, instead of having to check each and every agent? 

    4
  • Philip Golander
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    @Erin Boyle - For us this would be great to have in our general email inbox view, just to prevent cherry picking. But for the other views, rating, pending information and social media overview this isn't as good, so the best thing would be to be able to apply it to views  - so you can choose were to be most efficient and where it does't matter if the agents cherry picks tickets. 

    4
  • Pete Holborow
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    Excellent feature - thank you!

    3
  • Caroline Scott
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    Totally agree with being able to specify which views this applies to.

    Thanks

    3
  • Andreas Schuster
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    I really can't understand why Enterprise plan is required to use the guided mode.

    I think cherry picking affects every Zendesk accounts with multiple agents, does not matter if on Essential, Team, Professional or Enterprise.

    3
  • Chris Ready
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    We also require the ability for other roles other than admin to have access to skipped tickets. 

    2
  • Philip Golander
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    Really great feature! Something what would be even better is if you could choose which views you could have it on, for exempel on views for Good ratings isn't it so necessary.

    2
  • Alex Kowalski
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    Hi any insight into when the glaringly obvious flaw of simply using the cross on the ticket tab to exit the ticket, never enter a skip reason and this never show in the audit may be fixed? As it stands its a feature to stop cherry picking that simply doesnt work, its like you got halfway and called it finished. Really frustrating for us as we look for a way to actually stop difficult tickets being left longer.

    2
  • Amy Wilkins
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    Nice idea but we would absolutely need the ability to specify which views should be play only.

    2
  • Brian Lehnen
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    Nice to see this feature added in some capacity. Unfortunately, the inability to choose which views are "playable" makes it unusable in our implementation. Seems like this feature would only be useful for Tier I triage.

    Hoping this gets fleshed out a bit more in future iterations.

    2
  • Andrew Checkley
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    Looks good, but really needs the option for reporting and perhaps skip reasons in the ticket on Show all events.

    2
  • Thomas Barnisch
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    Hey Erin,

    Thanks for the feedback.

    I think we can cope with the first to issues :)

    But giving the rights to review skipped tickets to other users than Admins would be really awesome!   

    2
  • Kathryn Castle
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    We'd like to make use of this feature, but often our agents need to put tickets on hold for various periods of time. How can they update the customer when they get an update without skipping through the entire list of on hold tickets?

    Any way to just set specific views to guided mode rather than the entire experience?

    1
  • Justin Federico
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    We looked at this feature some time ago and sadly coming back now to see that the same issues exist. The agents are able to close tabs without providing a reason which negates any ability to prevent cherry-picking of tickets. Also, there is no way to limit the views that are affected by this feature. Agents in the "play-only" role cannot manage their "My Tickets" view, and other views, without "playing through". There needs to be a way to designate the views that are affected by this feature. Example: we would only need this feature on the "All Unassigned Tickets" view as it does not make sense on the other views.

    1
  • Matt
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    @collin I'd like to vote that up 10 times

    1
  • Schuyler Weinberg
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    Has anything been done to allow reporting on skipped tickets? It would be great to see # tickets skipped and who is skipping, without going directly to an agents profile

    1
  • Vladimir Vatkov
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    Once again, please make "anti cherry-picking" a super basic function. This is Nr.1 feature a CS mailing tool needs to have - even low-quality Kana products have it...

    1
  • Michael Wojtaszek
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    Hello Erin,

    We recently began using the Guided Mode and so far so good....but, we have noticed some agents skipping tickets and not entering reasons. That makes monitoring skipped ticket difficult since it is not recorded as a skip on the agent profile if no reason is given.

     

    Is there any way to require a reason is given when a ticket is skipped?

     

    Mike

    1
  • Rudy Morelos
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    Is there a way of preventing having multiple agents have the same ticket surfaced by using the Guide mode?

    Having agents all use the play feature from the same view and they keep battling for the same ticket since it doesn't automatically assign the ticket to them. Current workaround is having them "take it" to assign the ticket before responding but we are still seeing this occurrence frequently. 

     

    Thanks in advance!

    1
  • Vladimir Vatkov
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    The main issue we are facing with Guided Mode is the fact people need to proactively go to "Your New/Open tickets" view to check for any replies from a customer. This allows for a lot of people not picking up on their replies from customers by just staying on Guided Mode (whether it happens voluntarily or not is a different topic).

     

    We need to have Open tickets going into Guided Mode directly and this will solve all these problems - how viable would it be to have that implemented?

    1
  • Sarah Hong
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    We really like the idea of Guided Mode but unfortunately, we can't use it. We have a view just for problem tickets so that our agents can easily see what the current issues are and we want that view to be readily available to everyone. Viewing the tickets through play mode and them write a reason as to why they're skipping the ticket would seem pointless in this situation. Therefore it would be helpful if we could apply the play view option based on role and view.

    1
  • Mindaugas Verkys
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    This feature setup should be great to have under Views or group, not role. Also if agent just close opened ticket, it's not counted as skipped. 

     

    1
  • Mindaugas Verkys
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    @Ruby, good idea, in my opinion Play mode should assign tickets directly to the user. It would resolve a lot of issues.

    1

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