What function does the 'Play' button serve in Zendesk?

The 'Play' button in Zendesk is designed to deliver the next available ticket to the agent. This feature is particularly useful in environments where teams handle a high volume of incoming tickets, making it easier for agents to efficiently manage their workload. When an agent is ready to take on a new ticket, pressing the 'Play' button allows them to receive a ticket from the queue, which helps streamline the ticket handling process and supports optimal productivity.

In a busy support environment, having a mechanism to automatically assign tickets ensures that agents can focus on resolving customer issues rather than spending time searching for tickets to address. This functionality contributes to faster response times and improved customer satisfaction.