Scenarios Leading to Agent Collision in Zendesk Play Mode
What scenarios can lead to agent collision in Zendesk's Play mode?
Agent collision in Zendesk's Play mode can occur in a few scenarios, even though the feature is designed to prevent it. One common scenario is when another agent manually opens a ticket that is being viewed in Play mode. Another scenario is when an agent loses connection while in Play mode, causing the system to not recognize their presence on a ticket.
Additionally, if an agent loses connection outside of Play mode, they might still appear as present on a ticket even after another agent has closed it. These situations can lead to confusion and overlap in ticket handling.
More related questions
What is Play mode in Zendesk and how does it prevent agent collision?
Play mode in Zendesk is a feature designed to automatically serve tickets to agents that are not being viewed by others, thus preventing agent collision. It ensures that a group of agents can work on tickets from a view without overlapping on the…
How can I identify and address agent collision issues in Play mode?
To identify and address agent collision issues in Play mode, you can start by clearing the browser cache and cookies, as Zendesk uses cookies to manage agent presence. Additionally, ensure that the necessary URLs for agent presence are allowed in…
Why do I see the message 'You reached the end of the view playlist' in Play mode?
The message 'You reached the end of the view playlist' in Play mode indicates that all available tickets in the view have been processed. This can happen if all tickets have been handled, or if tickets are being resolved by other agents or…
What should I do if an agent shows as viewing a ticket they aren't actually viewing?
If an agent appears to be viewing a ticket they aren't actually viewing, it could be due to a glitch in the system. This might happen if the agent is logged into multiple devices or if there are connectivity issues. To resolve this, ensure the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
