Good afternoon.
Is there an opportunity to view what agents opened the ticket, but came out of it without doing anything?
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Hi Dmitriy,
There isn't a way to track which tickets an agent has viewed without them actually making a change to that ticket. The software doesn't track those particular events, unfortunately.
If you're looking to have more control over what tickets your agents see, you can take a look at the Guided Mode feature available on Support Enterprise.
With Guided Mode, you'll have the option to see which tickets an agent has skipped after hitting the Play button.
Let me know if you have any other questions!