Reporting on Skipped Tickets in Zendesk Guided Mode
Can I report on skipped tickets in Zendesk's Guided mode?
Currently, Zendesk does not offer a direct reporting functionality for skipped tickets in Guided mode. However, you can still view skipped tickets for an agent by accessing their profile in the Admin Center. Simply navigate to the Team members page, open the agent’s profile, and click on 'Play only' to see a list of tickets they have skipped, along with any reasons provided.
For those looking for a more comprehensive solution, you can use the Tickets Skips endpoint of the REST API to pull all skipped tickets and comments. This requires some technical setup but can provide a more detailed view of skipped tickets. For more information, you can visit theoriginal Zendesk help article.
More related questions
How can I view skipped tickets for an agent in Zendesk?
To view skipped tickets for an agent in Zendesk, you need to access the Admin Center. From there, go to the Team members page, open the agent’s profile, and click on 'Play only'. This will display a list of tickets that the agent has skipped, along…
Is there a time limit on viewing skipped tickets in Zendesk?
No, there is no time limit on viewing skipped tickets in Zendesk. The playlist of skipped tickets does not restrict results based on time. However, it's important to note that archived tickets will not be included in the list, as the data is…
Who can see the 'Play only' button in Zendesk?
In Zendesk, the 'Play only' button is visible to administrators and the agents themselves. Unfortunately, team leads do not have access to this feature. This means that only those with admin privileges or the individual agents can view the list of…
How can team leads view skipped tickets in Zendesk?
Team leads in Zendesk do not have direct access to view skipped tickets through the 'Play only' feature. However, they can use the Tickets Skips API to fetch skipped tickets data for specific agents. This requires some technical setup and is not a…
Can I filter skipped tickets by date in Zendesk?
Currently, Zendesk does not offer the ability to filter skipped tickets by date directly within the 'Play only' feature. Users have expressed the need for this functionality, but as of now, you would need to manually scroll through the list of…
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