Understanding Guided Mode in Zendesk
What is Guided mode in Zendesk and how does it work?
Guided mode in Zendesk is a feature that helps ensure tickets are addressed in the appropriate order. It requires agents to work through tickets using the Play button.
When an agent clicks the Play button, the system automatically opens the first ticket in the view. After addressing the ticket, the agent clicks Submit to update it and automatically move to the next ticket. The next ticket is determined by the view's sort order and is not currently being viewed by another agent. If an agent completes or skips the last ticket, the list wraps back to the top. For more details, you can check theoriginal guide.
More related questions
How can I set team member access to Guided mode in Zendesk?
To set team member access to Guided mode, you'll need to create or edit a custom role and assign it to the team members. In the Admin Center, click on People in the sidebar, then select Team > Roles. Next to the role you want to modify, click edit….
How can agents view skipped tickets in Guided mode?
In Guided mode, agents can choose to skip a ticket and are prompted to enter a reason. Admins can view skipped tickets for any agent, while agents can only view their own skipped tickets. To view a Guided mode team member's skipped tickets, go to…
Can agents in Guided mode see all tickets assigned to them?
Yes, agents in Guided mode can see and open all tickets assigned to them in the system through the 'Your assigned tickets' view. They can also click on any other view to open its available ticket and start Play mode. However, they won't be able to…
Does Guided mode automatically assign tickets to agents?
No, tickets in Guided mode aren't automatically assigned to the agent who is working on them unless you create a trigger to automate this assignment. This means that while agents can work on tickets using the Play button, the tickets remain…
Can Guided mode show an agent another agent's assigned tickets?
Yes, Guided mode may show an agent another agent's assigned tickets if the tickets meet all view conditions, agent permission settings, and are not being viewed by another agent. This can happen because Guided mode operates based on the view's…
How can I customize the Play feature to start with the oldest tickets first?
To customize the Play feature to start with the oldest tickets first, you need to edit the view sort order from the Admin Center. By adjusting the sort order, you can ensure that the Play button opens tickets starting with the oldest ones in the…
Is there a character limit when entering a reason for skipping tickets?
Yes, there is a character limit of 65,000 characters in the text box field when skipping tickets in Guided mode. If you exceed this limit, the ticket will not appear on the review skipped tickets under the team member's user profile. This ensures…
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