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Agent Collision Detection Issue

Related products:Freshdesk

Forum|Forum|6 years ago
October 29, 2019
2 replies
63 views

miahill
Contributor

Agent collision detection greatly needs improvement. The now-you-see-it-now-you-don't red eye is not a very visible indicator that someone else is in a ticket.

We are two days into using Freshdesk and have already run into several issues with agent collision. The alert saying to review a response because someone else replied is also not reliable. Twice today I received the alert only to find nobody actually responded to the ticket while I was working on a reply.

Ideally - Once an agent is in a ticket, that ticket should lock as view only to prevent any other agents from responding to that ticket.

suprabha.somanathan
Community Debut
Forum|Forum|5 years ago
May 5, 2020

@Mia/p>

At present there is no option with us to 'lock' the ticket and render it as view-only ticket when another agent is accessing the very same ticket.

This is keeping in mind that both the agents should have equal access to the ticket. (if their roles and scope are the same)

There were quite a few intermittent issues with the agent collision and the traffic cop feature where there were no clashing responses, yet the message 'Someone has replied to the ticket...' was prompted, all of them fixed now.

Please write to us at support@freshdesk.com if you still find disparities on this. Our support stars would be happy to assist you on this further.

Thanks!

Suprabha, Freshdesk Community