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Setting up Guided mode



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Amy Malka

Zendesk Documentation Team

Edited Jun 21, 2024


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35 comments

And another question to the one above:
sometimes the same ticket might be open for 2 agents (agents' collision happens) but the thing is that one of the agents sees it only when they want to send a reply (Zendesk doesn't allow to send the reply because the other agent has just done it).
What. might the issue be here? Thanks!

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Olha Vorobei 

Since this needs to be investigated on, I went ahead & created a ticket on your behalf. Please keep an eye out for our Email

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Hi!
When using Guided mode is there a way for the agent assigned reopened tickets to pull into their playlist or will the need to exit the playlist and check for reopened tickets in their personal queues? I'm hoping to have it where an agent can simply work through the playlist without having to exit the list looking for reopened tickets. 

 

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Christine Diego

Zendesk Customer Care

Hi Camiel,
 
If you want your agents to easily see their reopened tickets without having to navigate through their personal views, you can set up a separate ticket view. You can use the condition provided below:
 
Ticket View Condition
 
Feel free to customize the conditions further based on your specific needs. As long as the tickets meet all view conditions, agent permission settings, and are not currently being viewed by another agent, your team should have a seamless experience.
 

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Hi,

 

I wanted to review skipped tickets for the agents in guided mode.

 

Agent 1 (Role = Advisor Guided Mode) has “Play Only” on their Zendesk profile. Under skipped tickets there isn't any data so is it safe to assume they haven't skipped any tickets?

Agent 2 (Role= Advisor Guided Mode) doesn't have the “Play Only” option on their Zendesk profile. Why is that?

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