Using Play mode to quickly work through tickets

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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

Opening a view in Play mode

Skipping tickets in Play mode

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.

See also Troubleshooting agent collision in Play 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.

To update a ticket and move to the next one

Click Submit. The next available ticket opens automatically.

To keep a ticket open after you submit it

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.

To skip a ticket and move to the next one

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.