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Troubleshooting agent collision in Play mode



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Barry Neary

Zendesk Product Manager

Edited Oct 23, 2024


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4 comments

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?

 

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Gab

Zendesk Customer Care

Hi Leslie, 
 
The message "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" indicates that the agent has gone through all the tickets that were available in the specific view they were working from using the Play feature. This can happen for a few reasons:
 
  1. All the tickets in the view have been processed by the agent, and there are no tickets left that meet the criteria defined for that view.
  2. If tickets are being automatically assigned or resolved by other agents or through automations/triggers while in play mode, it might exhaust the list of available tickets in the view.
  3. If multiple agents are working from the same view concurrently, they might be picking up tickets from the view, which can deplete the number of tickets visible to other agents.
  4. If the view hasn’t been refreshed in a while, it might not accurately reflect the current ticket queue. This can be resolved by refreshing the browser or clicking the "Refresh" button in Zendesk.
  5. Sometimes browser issues or third-party extensions can interfere with how Zendesk works. Trying another browser or disabling extensions may rule out this possibility.
 
When using Play, tickets are presented based on the ordering and conditions set by the view's configuration.
 
I hope this helps. 

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We are having a recurring issue where an agent in play mode will show as viewing (the eye icon) ok a ticket they are not actually viewing. Entering the ticket, they show as idle. Often, they are actively working another ticket. The agent is adamant they have never viewed the ticket and has even supplied screenshots where they will still show idle on the ticket after exiting play mode, logging out of Zendesk, and off their computer for the evening. This is causing long delays in responding to customers who are being skipped past by other agents working in play mode. It seems in the effort to avoid a collision, this issue is causing some tickets to get lost in the process of play mode. . 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Andrew B!

I went ahead & created a ticket on your behalf to look into the issue your team is experiencing with the “Play” button. Please keep an eye out for our update soon!

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