What is the Play button?
Play mode automatically serves tickets which are not being looked at by other agents. So a group of people could be playing tickets from a view, and the expectation is that the system never gives them a ticket that another user is currently present on.
This feature works as defined above if:
- All the tickets in this view are never ever looked at by anyone else outside this group
- Every agent in the group is always playing these tickets using Play button
- No agent is allowed to open tickets from the view in any different way
However there are other scenarios in which an agent in play mode may be served a ticket that already has someone on it.
Scenario #1: Another agent manually opens a ticket
If an agent is looking at a ticket in Play mode, there is nothing to stop another agent who is not in play mode from manually opening that ticket (e.g. after finding it in a search). The agent in Play mode will then see someone else is on their ticket and think that Play mode is not working correctly.
Scenario #2: Losing connection while in play mode
Assume that agents A and B are using Play mode. While playing these tickets, everything seems to be fine. Then A leaves for lunch, with a ticket tab open. (Let's say ticket T). She is online on ticket T and then while at lunch an issue occurs—she loses network connectivity. This loss could be caused by the Internet going down for a while or her laptop going into sleep mode. Agent A is now no longer online and so the system no longer thinks that agent A is on the ticket.
Agent B then gets served ticket T during playing, and he works on the ticket. That's when agent A finishes her lunch and taps a key on her laptop. It wakes up, and instantly Agent A is now online on ticket T. B sees this, and says, "I thought this Play button was never supposed to give me tickets being looked at by other agents!" .
Scenario #3: Losing connection outside of play mode
Assume the following occurs:
- Agent A and Agent B are not using play mode
- Agent B opens ticket T
- Agent A then opens ticket T and is shown a message telling her that the ticket is also open with Agent B
- Agent A loses internet connectivity and the message still remains
- Agent B closes ticket T
- Agent A come back online and still see the message, even though agent B is no longer on the ticket
Troubleshooting tips for Agent Collision
When attempting to troubleshoot play mode or agent presence issues, the following should be checked:
- Agent Presence URLs
- Connections to Zendesk to ascertain whether an agent is on a ticket are not made via the same URL as the requests to the rest of Zendesk (i.e. “mydomain.zendesk.com”), but rather via a URL of the form: “pubsub-shardC-P-N.zendesk.com”, where:
- C is the cluster of the account (this is a value between 1 and 3)
- P is the pod of the account
- N is a random number from 1 to 4
- For example, using Chrome’s developer tools and, filtering by pubsub, we see the url is https://pubsub-shard2-17-3.zendesk.com
- In the above example, for this specific account
- C = 2
- P = 17
- N = 3 , but could have been any number between 1 and 4
- So the following URLs should be allowed for this account:
- Please ensure that these URLs for your account are whitelisted in your
- Any antivirus software you may have
- Clear the browser cache and cookies
- Zendesk uses various cookies to manage agent presence and so if you have issues the first thing to have agents do is to refresh thee cookies regularly.
- See here for how to do this.
- Long periods of agent inactivity?
- Agent collision can happen due to long periods of inactivity on a ticket. When the screen is not active, the system does not register that the agent is working on the ticket
- Agents logged into multiple devices
- Agents logged into Zendesk on multiple devices can prevent the system from registering what tickets are being worked on. This can keep the agent collision feature from working correctly
- Manually taking tickets
- If agents are using the play button and an agent manually takes a ticket, this can cause agent collision (see scenario #1 above)
Please sign in to leave a comment.