Plan requirement
| Subscription | Suite Enterprise or higher, Support Enterprise |
| Access | Admin |
Why the plan requirement is what it is. Guided mode has no switch of its own. It is set on a custom role, under view permissions, and creating custom roles is an Enterprise feature. So the plan that matters is the one that lets you build the role, not the one that lists the feature.
Guided mode gives an agent one ticket at a time and no list to choose from. Strong medicine with a real cost.
What it does
Agents in guided mode work a view through the play button rather than picking from it. They get the first ticket, submit it, and land on the next. There is no list to browse.
They can skip, though, and that detail matters more than it sounds. Clicking Skip asks for a reason, and those reasons are visible to you afterwards. So guided mode is not only a restriction; it is a way of finding out what people were avoiding and why, which is usually the more useful output.
Set it up
- Open Admin Center, then People > Team > Roles.
- Open the options menu next to the role and choose edit.
- In the Agent workflow section, under View permissions, choose Play views only.
- Save.
It is set per role, so you can apply it to one team without imposing it on everybody. It is a custom role, which is where the plan requirement comes from.
Where it genuinely helps
- High-volume, similar work where choosing is wasted effort.
- Teams where cherry-picking is a real problem and conversation has not fixed it.
- New agents, who benefit from not having to decide what to take.
What it costs
Judgement. An experienced agent scanning a queue spots the pattern, the duplicate, the one that will take thirty seconds. Guided mode removes that entirely, and with it some of what makes a good agent good. The skip reasons give part of it back, but only after the fact and only if somebody reads them.
It also feels controlling. Applied to a senior team it reads as a statement about trust, whatever was intended.
Fix the cause first
Cherry-picking usually means something else: targets that count tickets rather than outcomes, or a queue full of work nobody wants to touch. Guided mode makes the symptom disappear and leaves the cause.
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