Zendesk on Zendesk: Using a Play button-centered workflow


  • Nora Moore

    Hi everyone,

    We've updated this article with some helpful visuals of the data we collected. Check it out above!

  • Sandra M


    We do not currently use the "Play" button but might consider doing so...  Some questions

    1) This only looks at "unassigned" tickets -> if one agent has more open tickets than another, is this taken into account in any way

    2) We have some different language skills in our team, everyone speaks English but some Spanish and others French...  These need to be "cherry picked" how does this system take skills into account?

    3) Lunch...  If a team member stops for launch how do they stop the flow of tickets...



  • Brian Harris

    Hi Sanda-

    Hopefully this answers your questions:

    1) The way our workflow was setup was that open tickets are handled when an agent first comes in for their shift and then periodically throughout the shift. Our Play Button usage was just for getting to those tickets that were unassigned. Later on, during our testing, we found that agents were using the Play Button on their own views that they had set up but it wasn't something we focused on.

    2) We managed this by having multiple views. One view had all English tickets, one had Spanish, another French, etc. We have a triage process that quickly reviews a ticket and is able to assign it to a language view by setting a language field. Most of our agents worked out of the default English view. The language specific agents would use the Play Button in their language queue and, if that was empty and the moved to the default view, they would continue to use the Play Button there.

    3) When an agent goes on lunch, they either closed their Zendesk instance or simply made sure all their ticket tabs were closed. This made sure that when they came back and started the Play Button process it would make sure to grab the refreshed view and also made sure that they weren't hovering on a ticket and thus preventing another agent from landing on the ticket through their use of the Play button.

  • Amber Pospiech

    Can you tell me how you get the escalation metric that is shown above? 

  • Jessie Schutz
    Zendesk Customer Care

    Hi Amber! I don't know how we set up the custom metrics, but you can find the Zendesk on Zendesk where we outlined how we set up workflow here. That will get you the data points that you'd need; then hopefully one of the Insights experts here in the Community can help!

  • larissa

    Hey guys,

    is there a way to disable "skip ticket" on Play Mode?

    I'm trying to avoid my agents to skip tickets they don't want to answer.

    Thanks :) 

  • Nicholas Dushack

    Hi Larissa,

    Unfortunately, there is currently not a way to disable 'skip ticket' when agents are using Guided mode. There is also no indication of changes being made to this behavior on our timeline. The only alternative I can think of at that point is to analyze the skipped ticket data via a third-party application. There is an app within our marketplace that is aimed at being a dashboard for skipped ticket data named Skipper. Do note this app does have a monthly charge associated with it (and a 10 day free trial) and would require direct communication with the developer for support.

    If disabling the button is necessary for your workflow, my recommendation would be to provide product feedback as it's the best way our customers' voices can be heard regarding product changes and feature requests. I apologize that I don't have an exact solution for your inquiry. Let us know if you have any other questions.

  • Henrique Lleras

    Hello everyone!


    In regards of the usage of the Play Button I have a few questions:


    1. Is it auditable?

    2. How to check when Skip Ticket is used, the reason why was skipped?


    Thanks in advance!

  • Brett Bowser
    Zendesk Community Manager

    Hi Enrique,

    Excellent questions!

    1. You won't be able to audit what tickets are selected while using the Play Button. You may want to look into the Guided Mode feature which will force the agents to only select tickets with the Play button.

    2. You can view what and why the ticket was skipped directly from the agents profile as mentioned in the above article as well. There will be a Play only tab on the users profile where you can see this information.

    Hope this helps!

  • Dan Cooper
    Community Moderator

    Hi Henrique,

    I'll add a caveat to Brett's second answer.  The Play only tab is only available to your Zendesk admins.  You can access that data using an app like Skipper or by using the Ticket Skips API.  I found in a past role that I needed managers to have this access, but I couldn't give them admin and ended up building an internal app for us that used the Ticket Skips API.  If you don't have a developer to do that, Skipper is a very mature offering to help you stay informed on your skips.

  • Marco van Hellenberg Hubar

    Hi all,

    We are using the play mode quite extensively. Usually an agent uses it from the Home dashboard. However, the play-button disappears from the Home dashboard once an agent clicks on "YOU" or "GROUPS" (so that all open tickets assigned to him/her or his/her groups are visible). Is this something that can be enabled?

    Thanks in advance!

  • Devan - Community Manager
    Zendesk Community Manager

    Hello Marco,

    This is something that is not apart of the base platform, the best way to work around this would be to create a view that supplements the YOU and GROUPS section. I've included an article that breaks this process down in more detail.

    Using views to manage ticket workflow

  • George Cox

    Hi there

    I find that when agents use Play Mode, it does not go to the next unassigned ticket. Instead it goes to the next ticket? (Even if it is assigned to another agent)

    Is there a way that the Play function on presents unassigned tickets? This is to avoid having multiple agents potentially updating the same tickets. 


  • Thomas D'Hoe

    Hi George,

    Unfortunately the Play Mode is always showing the next available ticket.

    I think the best approach for you is to create a separate view with unassigned tickets and use Play Mode in that view.

    I hope this helps a little bit... 


  • Rik

    Hi guys,

    I would like to re-activate @...'s comment. If you make use of different categories/specializations you are limited to the 12 max views. It would be very useful to be able to include/exclude within the play-button settings.

  • Kuldeep Patidar

    Hi Team,

    Currently we're using 'play' button function in Zendesk to automatically feed the next ticket in the Queue.

    However, we are wondering if we use the Grouping feature to filter group based on value of a custom fields in a tickets (example: Assignee) and then ordering those tickets with another fields like Latest update or something. Can the 'Play' mode still be used to handle the ticket in the same queue?

    Any information that you could share would be greatly appreciated.



  • Dave Dyson
    Zendesk Community Manager

    Hi Kuldeep!

    Play Mode works with whatever grouping and sorting you have defined in a given View – it starts with the first ticket at the top of the View, and proceeds down the list. Does that answer your question? For more information, see Using Play mode

  • Kuldeep Patidar

    Thanks for the speedy response, Dave!

    Yes, you have really helped me find an answer to my question and thank you for that resource.

    Kindest Regards,


  • Dave Dyson
    Zendesk Community Manager

    Glad I could help, Kuldeep!


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