Feature Request Summary:
Within Zendesk, Admins/Team Leads are able to set themselves to invisible so they can view tickets anonymously.
Current setup, you are able to see all Agents viewing a ticket as well as the NAME associated with the Agent.
We understand it is to help avoid Agent Collision but half our workforce is management and need the ability to view tickets to "flag"/"coach" anonymously.
There should be 2 different ways to set yourself to invisible:
- Anonymous: Your icon still appear but it shows up as "Anonymous" to avoid Agent collision. Agents shouldn't know which Admin is looking at their tickets during this time.
- Invisible: Now your icon doesn't appear at all. This way you can actively monitor Agents to ensure they are following the proper steps when handling a ticket. ie. This would be for New Hires to ensure they are following the proper steps while "Unmonitored"
Business impact of limitation or missing feature:
When an Agent views their assigned tickets, they can see an "eyeball" which means they know another Agent/Team Lead is viewing their ticket. It can cause the Agent to reach out to who is looking at it, make the Agent feel self conscious, go back to the ticket which increases the handle time, which all attributes to time taken away from handling the Products.
Quality Assurance Agent impact:
It also makes the QA Agent self conscious on doing their work and it no longer becomes an anonymous procedure. If an Agent repeatedly sees "Jessica" looking at their tickets and repeatedly gets flagged for not handling tickets properly, they know the feedback is from "Jessica".
Other necessary information or resources:
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