Jean-Charles Pascale

Hi Eune,

The only way I can think of would be to use the Ticket Skips API to fetch the tickets skipped for specific agents, and display them either in a Sidebar App in Zendesk, or outside of Zendesk.
However, this is not a native feature of Zendesk and will require some custom technical implementation.

-JC

Hi Eune,

According to my tests, it seems like this is only available to Administrators and the agents themselves. However, the Team Lead was not able to see the tab.

-JC

Hi Eune,

The playlist will not have any limit based on time for the results it displays. However, since this is fetching the skips from our API, Archived tickets will not be included.
I hope this clarifies the behavior of the feature.

-JC

Hi William,

If I understand correctly, you have a field that is hidden for light agents, but that is also set as "mandatory" for your agents to fill in, therefore preventing your light agents from submitting any changes to the ticket if the field is empty?

Does this field need to be mandatory/hidden from the light agents?

The main workaround here that I could see would be to add a warning when a mandatory field is hidden, as we cannot override the field being set as "hidden".

-JC

Hi Louis,

If you simply set a macro to set the title, then it should work immediately in the ticket indeed.

I attempted with a macro that sets the subject to {{ticket.title}} [{{ticket.organization.custom_fields.champ_org_dropdown}}] and it works as expected.

Could you confirm that the issue happens in any browser and in incognito mode?

Could you confirm that the issue also happens without the apps on your account? You can temporarily disable them for your session using ?noapps, as described in our documentation

-JC