Understanding Play Mode and Agent Collision in Zendesk
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 same ticket.
For Play mode to function correctly, all tickets in the view should only be accessed by the group using Play mode, and agents must not open tickets manually. However, there are scenarios where agent collision might still occur, such as when another agent manually opens a ticket, or if there are connectivity issues. For more details, check out theoriginal article.
More related questions
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…
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…
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