Agent Collision Detection
When looking at a ticket that is unassigned, it would be nice to have an indicator to see if another agent is currently looking at the ticket at the same time and to see who is actively looking at that said ticket.
This would also play hand in hand when you use the @NAME feature, to see when that agent you @'d is now looking at the ticket and give a notice to if they respond to the ticket.
This is something that is included in Zoho which I have to use for a contract location we support and it is quite handy, especially when there is two teams working on tickets. One being an escalation desk which is located several hours away, its nice to see when our ticket is being looked at.
9
votes
Jonathan Gauthier
shared this idea
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Joseph Allix
commented
This would be amazing!