Prevent access to search for play only agents.

Answered

6 Comments

  • Flavia Bass
    Comment actions Permalink

    Hi Justin,

    At this time there is no way to prevent the agents from searching the tickets but I wanted to let you know that we've launched a feature called Guided mode that is designed to help prevent agents from cherry-picking tickets. In fact, it sounds like exactly what you've been looking for! Learn more about Guided mode on our Setting up Guided mode (Enterprise) .

    0
  • Justin
    Comment actions Permalink

    Thanks, Flavia,

    I do actually have this setup. But sadly our agents opt to search for tickets rather than clicking on their assigned views. 

     

    0
  • Monica
    Comment actions Permalink

    We have this issue with agents using search to find tickets rather than Guided mode on the queues.  It would be helpful to be able to restrict functionality of search or the results.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Monica,

    You should be able to prevent agents from searching for tickets by limiting tickets they have access to. You can set the agents ticket permissions to Only tickets in agent's groups. This can either be found under their profile page or within the role they are part of if you're on Support Enterprise plan. Custom roles can be found under Admin>Manage>People>Roles.

    Let me know if you have trouble tracking down this setting as I'd be happy to assist further :)

    0
  • Justin
    Comment actions Permalink

    Hi Brett,

    Appreciate the comment, however, the issue is primarily that agents are using search to cherry pick the easy tickets, rather than using the play only feature that serves the next ticket in the queue. 

    Thanks,
    Justin

    1
  • Monica
    Comment actions Permalink

    Seconding what Justin mentioned.  Easy tickets may be later in the view of tickets that contains the ticket group they work on.

    0

Please sign in to leave a comment.

Powered by Zendesk