Possible queries:
Page does not redirect to list view when resolved.
What is focus mode?
Resolution Path:
- If the customer is reaching out stating that the next ticket shows up when marking a ticket as resolved/closed, this is due to Focus mode.
- Once the focus mode is enabled, and the agent marks the current ticket as resolved, it will take them to the next ticket in line. This is not an account level setting common to all users. The agents can modify this for their profile. Focus mode can be enabled by navigating to Account > Profile settings > Switch on focus mode toggle.
- If the user does not want this behaviour and would, this feature can be toggled off and post this, upon resolution of any ticket, the page will be redirected to the list view page.
- Please note that the focus mode does not work when agents update the status on the ticket without replying or if they click on the 'Close' button on the top bar. These actions would take them to the list view as in regular mode.