Setting up Guided mode

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; People &gt; Team &gt; Roles</span>
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<p class="p">Ensure tickets are addressed in the appropriate order with Guided mode, a custom role option
that requires agents to work through tickets using the Play button.</p>
<div class="p">This article contains these sections:<ul class="ul" id="topic_dsz_p22_p5__ul_aj5_h2l_p5">
<li class="li"><a class="xref" href="#topic_mrz_tfw_tv">Understanding the
agent experience in Guided mode</a></li>
<li class="li"><a class="xref" href="#topic_l2s_ty2_p5">Setting team member access to Guided mode</a></li>
<li class="li"><a class="xref" href="#topic_d1v_31f_p5">Viewing skipped tickets</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mrz_tfw_tv">
<h2 class="title topictitle2" id="ariaid-title2">About Guided mode</h2>
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<p class="p">In Guided mode, agents can access views using the Play button. For more
details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9186492658714" target="_blank">Using Play mode</a>. When
agents click the Play button, the system automatically opens the
first ticket in the view. After addressing the ticket, the agent
submits the update and automatically moves to the next ticket. </p>
<div class="p">In Guided mode, when an agent clicks the <strong class="ph b">Views</strong> icon (<img class="image" height="NaN" id="topic_mrz_tfw_tv__image_elg_zfw_tv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">) in the sidebar, they can
do either of the following:<ul class="ul" id="topic_mrz_tfw_tv__ul_rlg_zfw_tv">
<li class="li">See and open all tickets assigned to them in the system
Your assigned tickets view. </li>
<li class="li">Click on any other view to open its available ticket and
start Play mode. They won't be able to see a list of
the tickets in the view.</li>
</ul>
</div>
<div class="p">When you set up Guided mode, keep in mind that:<ul class="ul" id="topic_mrz_tfw_tv__ul_mjg_q4y_l4b">
<li class="li">Agents in Guided mode will still be able to view and
open tickets they have access to from end-user or
organization profiles and through search.</li>
<li class="li">Tickets in Guided mode aren't automatically assigned to
the agent who is working on them unless you use one
of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831658650" target="_blank">routing and
automation options</a> to assign
tickets.</li>
<li class="li"> Guided mode may show an agent another agent's assigned
tickets. This can happen if the tickets meet all
view conditions, agent permission settings, and are
not being viewed by another
agent.</li>
</ul>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l2s_ty2_p5">
<h2 class="title topictitle2" id="ariaid-title3">Setting team member access to Guided mode</h2>
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<p class="p">You'll need to create or edit a custom role and assign it to the team members who should have
Guided mode access. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Custom-agent-roles-Enterprise-" target="_blank">Custom agent roles</a>. </p>
<div class="p">
<strong class="ph b">To assign Guided mode to a custom role</strong><ol class="ol" id="topic_l2s_ty2_p5__ol_xmk_hkx_rv">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_l2s_ty2_p5__d9e566" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">Next to the role you want to modify, click
<strong class="ph b">edit</strong>.</li>
<li class="li">In the <strong class="ph b">Agent workflow</strong> section, select <strong class="ph b">View
permissions</strong> &gt; <strong class="ph b">Play views only</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_d1v_31f_p5">
<h2 class="title topictitle2" id="ariaid-title4">Viewing skipped tickets</h2>
<div class="body">
<p class="p">In Guided mode, team members can choose to skip a ticket. After they click <strong class="ph b">Skip</strong>, a window
appears prompting them to enter a reason. </p>
<p class="p"><img class="image img-screenshot" id="topic_d1v_31f_p5__image_crz_hsk_p5" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/playonly_skip_reason.png"></p>
<p class="p">Guided mode team members can still click <strong class="ph b">Skip</strong> in the above window without entering a
reason. If you're looking for specific information from team members
when they skip tickets, you should communicate expectations on
entering reasons and how you'll be using the responses.</p>
<p class="p">Review skipped tickets and reasons in a Guided mode team member's user profile. Looking through
skipped tickets can help you identify specific knowledge areas and
processes that team members are struggling with.</p>
<p class="p">Admins can view skipped tickets for any agent in Guided mode. Guided mode agents can view
their own skipped tickets only. </p>
<div class="p">
<strong class="ph b">To view a Guided mode team member's skipped tickets</strong><ol class="ol" id="topic_d1v_31f_p5__ol_eh3_2l4_cv">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span></li>
<li class="li">Open the team member's profile you want to view.</li>
<li class="li">Click <strong class="ph b">Play only</strong>. </li>
<li class="li">A list of tickets the agent has skipped, along with each
reason entered, appears. Click on a ticket to open
it and view additional details. <p class="p"><img class="image img-screenshot" id="topic_d1v_31f_p5__image_lml_5m4_cv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/play_only_profile_skipped.png"></p>
</li>
</ol>
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