In In-ticket mode, Zendesk Ticket Guidance is launched in a pane on the right side of the active ticket interface.

The agent can use the buttons displayed in the pane to navigate the Ticket Guidance provided by the Interaction Flow. The Flow can also request runtime information from the agent, just like any other Interaction Flow.

An Agent may see additional features as well, depending on the settings that were configured in the Client Settings panel for the Zendesk application.

App behavior will vary according to whether the agent is creating a new ticket or updating an existing ticket, as described below.

On Ticket Creation

When a new ticket is opened the list of available Interaction Flows is displayed in the Ticket Guidance pane. If desired, an agent can select a relevant Flow and begin to navigate through it alongside ticket creation activity.

Selecting the Stay on ticket option at the bottom of the panel, as shown below, will enable the default Interaction Flow to be displayed. (This is the Flow that was assigned in the Zendesk app Installation panel, accessed from the Manage Apps menu.)


On Ticket Editing

When an agent is already working on an existing ticket, the related Interaction Flow is displayed in the Ticket Guidance pane.

Typically this Flow displays instructions and information that are required by the ticket, using values that are taken from current ticket parameters. The app stores ticket-related information using a pre-configured set of System variables.

The app uses the following guidelines to determine which Interaction Flow will be displayed:

  • If no Interaction Flow was selected when the ticket was created, the default Flow is displayed (configured using the Zendesk app Installation panel).
  • If an Interaction Flow was selected from the list when the ticket was created, that Flow will be displayed whenever the ticket is opened for editing.

Whenever an existing ticket is opened, the relevant Interaction Flow instance is automatically launched at the location in the Flow when the ticket was last updated. (For example, if the agent reached the third step of the Flow, that step is opened.)

It is not necessary for agents to manually save and exit a selected Flow. If the Flow instance was finished, then the History for that instance will be displayed when the ticket is next opened.