In Pre-ticket mode, Zendesk Ticket Guidance is launched by clicking the Jacada app icon from the Zendesk navigation toolbar.

The Ticket Guidance app opens in its own tab and displays the Interaction Flows available in the Agent application:

Selecting an Interaction Flow

An agent selects the Interaction Flow which is relevant for the current ticket from the list. The selected Flow will be displayed in the same panel, replacing the list.

If the Show Search Box option was activated in the Zendesk partner application, a Search tool is provided to enable an agent to search for a specific Interaction Flow, or for the history of a specific Flow instance.

Note: Many features displayed in Pre-ticket mode (for example, the Search tool) are determined by the application settings configured in the Client Settings panel for the Zendesk application. For more information, click here.