Admin | Bryan Borges

This is a true need. 

Today we work with internal and external requests/tickets, where internal are demands between teams within our company, and external are requests via forms or web widgets.

In internal requests, team A, which is opening the ticket, must fill in all the necessary information on the form, which is handled by team B. This is done because for team B to respond to the request, it needs all the necessary information is filled in, and this is done using forms.

However, we are having difficulty ensuring that the ticket is opened with all fields and information filled in correctly. With other systems, the "required" setting is done directly on the field or form settings, so this feature has a huge impact for companies which has this "internal requests" between teams, that today gives us a lot of rework or tricks to help with these situations. 

I agree with the requests. Today, Guided Mode doesn't help as expected, because:

- Agent Role/Function defines how this is gonna work, instead of the queue.
- Personal queue from guided mode can't be edited. 
- Managers/Team leaders can't see skipped tickets by users and the amount. 
- We can't set every user as an Admin, to see the skipped tickets. 

So, there's not a way to evaluate how much this option is helping or hindering the team. 

A good Guided Mode would be a master key on the use :/ 

Opa @... artigo super claro e bacana. 
Mas como o agente faria para organizar a visualização Seus tickets atribuídos para saber qual deve atender primeiro? Pois, hoje quando ele abre, não há SLA lá entre as colunas e por conta disso, pode haver perda de SLA dos tickets, pois todos ficam junto (abertos, pendentes, em espera). 
Fiquei com essa dúvida sobre isso, pois acho que ficou limitada essa questão realmente :/