Agents can use the Play button to quickly work through tickets. The Play button automatically guides you through the available tickets in a view.
This article includes these topics:
About Play mode
You press the Play button or icon in a ticket view to open the first ticket in the view. After addressing the ticket, click Submit to update it and automatically move to the next available ticket.
The next available ticket is the next ticket in the view according to the view's sort order (see Using views to manage ticket workflow) that you haven't already skipped and that no other agent is currently viewing. Views are also refreshed every five minutes, so you might see a ticket that wasn't part of the view when you started Play mode.
If you have completely moved through tickets in a view, the following message appears,
At the end of the view playlist, the list wraps back to the top and the first ticket in the view is opened.
Enterprise and Enterprise Plus customers have an additional option, Guided mode, which automatically launches Play mode when an agent opens a view. For details, see Setting up Guided mode.
Opening a view in Play mode
To open a view in Play mode
- Click the Views icon (
) in the
sidebar and select a view. - Click the Play button in the upper right hand to
open the first ticket. Depending on your settings,
you might be able to skip this step.
- The first available ticket in the view opens.
- Click Submit. The next available ticket opens automatically.
- By default, the next available ticket opens when you
click Submit. To stay on the ticket after submitting
changes, click the menu from the left of the Submit
button and select Stay on ticket.
Change this option back to Next available ticket before submitting your final updates so you can move to the next available ticket.
Skipping tickets in Play mode
In some cases you might need to skip a ticket in Play mode. For example, if you want to return to the ticket later or if you need more time to solve it.
- Click Skip to move to the next ticket without making any changes to the current one.
- If you are in Guided mode and your administrator has
configured your role, you might also be required to
enter a reason for skipping the ticket. Enter a
reason in the window that appears and click
Skip again.
