Important when teams

rh0184272@gmail

Important when teams grow and share tasks across several sites around the world. This is also the case at Zendesk. I'll walk you through how we implemented a Play button-centric workflow for Zendesk's customer support teams. Reading Mode is a way to automatically guide agents through the different tickets available within a unified view. In read mode, agents press the Play button to open the first ticket in the list. Once the ticket is updated and submitted, the next ticket opens automatically. Why is it interesting

To work in reading mode? Read mode prevents agents from choosing the easiest  Lebanon Phone Number Data tickets or ticket types they prefer to handle. In addition to avoiding ticket selection, working in reading mode has real advantages. Here's why we chose it:Efficiency: The Play button allows agents to focus on resolving tickets instead of reviewing the queue. It also allows them to save time by automatically skipping tickets that have already been viewed by other people. Workflow definition and priority control: Read mode ensures that



Tickets are processed in the order they appear. During the sorting phase, we assign a priority level to tickets, allowing us to use this field appropriately and consistently. Expanded Agent Experience: Agents have the opportunity to develop their skills in product areas they typically bypass, allowing them to gain greater knowledge and understanding of the overall product set. In this discussion, I will explain how our teams are structured and for which teams we have decided to implement reading mode. Guided