In this mode, Ticket Guidance is launched from the navigation toolbar, by clicking
The application is opened in its own tab, and displays a list of Interactions published to the Agent Application.

The Search tool enables agents to search for a specific Interaction from the list, or for the history of a specific Interaction instance. When an Interaction instance is found, the History Flow view is displayed in the same tab (replacing the Interactions list).

Clicking the Home icon re-opens the default view of the application (the Interactions list).

Note: The features displayed in Pre-ticket mode (such as the Search tool) are determined by the application settings configured in the Admin Console. For details, refer to Zendesk Application Settings.