Setting up Guided mode

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8 Comments

  • Heyday

    How can I give other roles permissions to see the skipped tickets on the "Play Only" tab of the user's profile? Right now only admins can see this tab but I'd like managers to be able to see it too. 

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  • Dave Dyson
    Zendesk Community Manager
    Hi MIles, at present only Admins can see skipped tickets from other users (agents can only see their own skipped tickets). Some other users have requested the ability to grant permission for seeing skipped tickets to non-Admins as well in the comments thread of this product feedback post, so I'd recommend that you upvote the post and add your use case to the comments as well: Reporting - Skipped tickets within the "play-mode"
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  • Stacey

    I have seen agents utilize the search function and filter by "new" status tickets to choose which tickets to answer.  Is there any way to limit the search function to prevent this type of behavior?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Stacey –
     
    I don't think there's a way you can limit an agent's ability to search like that. That's certainly a clever way to cherry-pick. 
     
    For what it's worth, I wrote a blog post about cherry-picking, some different reasons behind it, and ways to address each motivating factor from a management perspective: The four C’s of cherry-picking
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  • MAC

    Would it be possible to add a feature or setting within each view so that we can choose which views the guided mode feature will appear on? 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Mac,
     
    I'd recommend creating a feature post in our Feedback - Ticketing System (Support) topic as that's where our product managers actively monitor user feedback. You can use the following template when creating your feedback post as well: Product Feedback Post Template
     
    Thanks for taking the time to share this with us!
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  • Dan Cross

    For Skipped reason box, is there functionality to create and display a list of reasons that we can surface for Agents (not just an open text box) - this would allow us to create a more consistent process, easier to look for trends, and provide the Agent with a more efficient way to note a reason and move on to the next ticket.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Dan, there isn't, but that's an interesting idea – for visibility to our product team, would you mind posting your use case to our Feedback - Ticketing System (Support) topic, using this template?
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