Reporting on Skipped Tickets without using Play Mode


  • Sabra
    Zendesk Customer Advocate

    Hey Nikki! It is not possible to report on which tickets have been opened or viewed by an agent, as there is not an update actually associated with the ticket. Similarly, while we have data on tickets that are skipped in Guided mode and we can access that data, we don't have any additional reporting functionality associated with it, as mentioned in this article: Can I report on skipped tickets in Guided mode?


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