Advantages of work modes:

1. All ticket-related actions are dynamically reflected without requiring a page refresh. For example, when an agent closes an Open ticket, it automatically moves to the Closed column, under Status mode. 
2. For admins, knowing the number of tickets in each work mode helps identify and anticipate peak hours and assign agents efficiently to manage the workload. For example, the admin notices a spike in the number of tickets under "Open" in Status mode on Monday mornings. By identifying this pattern, the admin can allocate resources accordingly for the Monday morning shift to prevent delay in response. 
3. When an agent opens a ticket, other tickets in the same work mode are displayed in the left panel, making it easy for the agent to move from one ticket to the next.
   

1. Work modes are also supported under custom ticket view. For example, the admin creates a separate ticket view for all the incoming tickets from a specific contact.  The agents can access this view and switch to the the required mode.
2. Status, Countdown, and Priority mode can be customized using custom field values to better organize and prioritize tickets
   

Status Mode

Handshake Mode

Note:

1. Users with administrative permissions in both CRM and Desk accounts can set up the integration.
2. The columns under Handshake mode are system-defined and dynamic. Hence, agents cannot edit, rename, or delete them. Also, if there are no open tickets under a column, the column will not be displayed in the view. 
   

Countdown Mode

1. Overdue Tickets
2. Due in Next 1 Hour
3. Due in 6 Hours or More
4. No Due Date

Note:

1. In Countdown mode, the agent cannot delete the Overdue Tickets and No Due Date columns. But can customize the other default columns as per requirement. 
2. Agents can customize the countdown column starting from 5 minutes to 2 hours.
3. By default, countdown mode displays only Open tickets. In order to track Closed tickets, the agent can create a custom column. 

Priority Mode

1. High
2. Medium
3. Low
4. Other Priority

1. Navigate to the Tickets module. 
2. Click on the drop down menu under views.
3. Select the required mode under Work Mode.

Adding columns to customize the work modes

1. Personalized ticket view: With custom columns, agents can create columns that support their internal work process. For example, an agent adds a custom column named “Pending Customer Response” between “Open” and “On Hold.” This helps agents follow up only on tickets waiting for the customer, rather than mixing them with other open issues.
2. Better SLA management: Under countdown mode agents can set a custom column that reflects SLA interval better like "Due in 30 minutes" to "Due in 2 hrs" to proactively resolve tickets and avoid overdue. 
3. Better categorization: Custom columns let agents break down tickets into more specific groups. This helps them manage tickets more smoothly and reduce delays in handling.

Note: In status mode, while adding custom column, ensure that the status is predefined to have that as an option in the drop down.

To add additional status- Customization > Layouts and Fields > Ticket Status. 

1. Navigate to the Tickets module.
2. Click the drop-down menu and select the required work mode
3. Click (...).
4. Click + Add column.
5. Select the required column from the list.

Mass actions in work mode

Note: 

1. Users with the permission to perform mass actions can conduct mass actions in work modes.
2. Agent can merge up to five tickets within a single column. 

1. Navigate to the Tickets module.
2. Click the (  ) icon and select a work mode. 
3. On the Work Mode page, select the check boxes corresponding to the tickets to update.
4. Click one of the mass action options from the column header.
5. Confirm the action.