Next available ticket/Stay on ticket default option
"Next available ticket" is the default action each time Play mode is started but it would be nice if there was an account- or user-level setting for the default value that could be set to "Stay on ticket".
We use an internal inline note app that requires the agent remain on the ticket until it's submitted or it gets stuck and then manually advance to the next ticket so it would be great to set the default behavior rather than needing to toggle it every time (and understandably forgetting on occasion).
Dear Zendesk Team, is there a chance you make this option available? My organisation would also benefit from this option being set up as default.
We are transforming our service desk and are now testing the flow when working with the play button.
This came up as one of the first remarks. So upvoted!
How many upvotes do we need for a go? :D
I absolutely agree with Kris!
In my organization, we have the following problem:
some sales managers choose the "close ticket" option after its saving and sometimes internal app errors occur that lead to loss of data, but they can't note this fact as the ticket has been closed till this moment.
Totally agree with this! Our team makes multiple comments per ticket, and needing to toggle to Stay on Ticket for every ticket leads to a lot of lost work.
Would love to see this be a feature added.
This would be much appreciated on an individual user level.
This is important for us because there are some instances where our agents must apply two different macros using guided mode. The first macro is a public comment to the customer and then the second macro is a internal comment for the agent to do the follow up actions require for this intake. This becomes an issue if an agent forget to change the setting the agent gets assigned and then its difficult for agent to find the agent again in their my assigned personal view.
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