Feature Request Summary:
It would be helpful if Zendesk Play/Guided Mode offered more customization options to account for team members who work out of multiple views during a given ticket shift.
Description/Use Cases:
An agent team works through Box A, but is responsible for handling tickets in Box B if they are older than 48 hours old or an Urgent priority. This feature would allow for the agent to work through Box A in Guided Mode from oldest to newest, but with a condition that if any ticket in Box B gets to be older than 48 hours old or of Urgent priority, it would appear next in the queue.
Essentially, this would be customizable Zendesk Play rules at the individual level to account for complex workflows.
Business impact of limitation or missing feature:
We could see this helping streamline ticket shifts for our team, while accounting for our complex workflows.