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Ticket Currently Been Worked On

Related products:Freshdesk
  • August 14, 2012
  • 19 replies
  • 21 views
M
Contributor
Like ZenDesk it would be great to have the feature that showed when a ticket is currently been worked on by another agent. ZenDesk has a small slide down header that alerts an agent when another agent has that same ticket open on their screen. This is a fantastic feature that prevents accidental double touching of the ticket.
Also not having the ticket list or individual ticket pages on an auto-refresh is a massive drawback.

19 replies

M
Contributor
  • marc.turner
  • Author
  • Contributor
  • September 16, 2012
Is this something that would be in the roadmap? We are finding that tickets are being worked on concurrently as agents dont know if another agent is actively looking at the ticket.
V
Contributor
  • vijay.shankar
  • Contributor
  • September 17, 2012
Hi Marc,

We are working on Agent Collision Detection, which will be available in a couple of months time.

Since this is a real-time alerting feature, we're working with our infrastructure provider to help us with this.

Kindly bear with us for another 1-2 months time and we will have this in the system, or even earlier.

regards
Vijay
L
Community Debut
  • lee
  • Community Debut
  • January 22, 2013

 This is an excellent idea and we are also looking forward to this feature as we are having the same problems.

A
Contributor

Very great feature, we need it!

C
Contributor
  • campbellwild
  • Contributor
  • January 30, 2013

Doesn't this feature already exist, but only in your most expensive package (Estate)?  I think this is fundamental functionality and should be provided in your basic package (Sprout).

C
Community Debut
  • chrisw
  • Community Debut
  • January 30, 2013

So far we are loving Freshdesk and things are going smooth.  However, the lack of Agent Collision Detection is felt as a drawback and we'd appreciate it if it could be implemented soon.


Thanks so much!

A
Contributor

We need it for collision problem!

S
Community Debut
  • servicedesk
  • Community Debut
  • February 13, 2013

I agree with Campbell, I believe this feature should be included within your Helpdesk Package. If that is asking too much, I believe adding 'Agent Collision' as a priced addon you would have a lot more customers using this. Adding collision detection for $2-3 per agent per month would help everyone out!

I
Community Debut
  • info_10574
  • Community Debut
  • March 1, 2013

Key feature we need is Agent Collision Detection, but we would like it part of the Garden Plan. Going from $25 to $40/month just for Agent Collision is not worth it.  If you want/need to remove something from Garden Plan to offset the Agent Collision feature, we'd recommend these as likely candidates: Multiple portal languages, Integrated satisfaction surveys, Ticket time-tracking. At our smaller support team size, those features aren't as necessary for us. Other than that, we've been pretty pleased with Freshdesk so far.

A
Contributor

Basic sprout please :-\

L
Community Debut
  • lee
  • Community Debut
  • March 4, 2013

I agree, agent collision is one of the most required features for us and jumping from sprout (old paid version) to estate is just not something which is affordable for us to do. I fully understand that the old sprout package is no more so understand if it wasnt available on this plan but at least add this to the blossom and upwards.

I
Community Debut
  • info_10574
  • Community Debut
  • March 4, 2013

Anyone from Freshdesk care to comment on our suggestions??

A
Contributor
  • alex_10481
  • Contributor
  • March 4, 2013

 Agree.

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello Everyone,


First off, really sorry to have left this thread hanging for such a long time. Apologies. 


I totally understand the importance of having Agent Collision in your portal and how it should be included in the lower plans like Blossom or Garden as well. 


Our Project Management team is thinking over this and figuring out the way in which we can introduce Agent Collision for customers who are in the lower plans ( the pricing structure and other such things ). 


We are sure to bring this out soon. Please bear with us until then guys. 


I promise to keep you all updated on this. 


Thank you for all your valuable feedback. Please keep it coming.


Annapoorna.


Head of Community
S
Contributor

We understand that upgrading to the highest plan only for the Agent Collision Detection feature might be a little difficult for you. So,we developed a Freshplug that does the next best thing.Go ahead and download the Freshplug here https://support.freshdesk.com/categories/2/forums/210408/topics/30290.  


Let us know if you find this useful.

I
Community Debut
  • info_10574
  • Community Debut
  • December 19, 2013
Awesome job folks. Just installed this Freshplug and we'll be testing it today.

 

V
Contributor
  • vijay.shankar
  • Contributor
  • December 20, 2013
Hi RTD Team

This feature will work only when you have the Agent collision Detection feature enabled in your Account.

By mistake our Marketing Team posted the info this is available for lower plans, but its not intended to work that way.

Our since apologies for the wrong info

regards
Vijay

 

I
Community Debut
  • info_10574
  • Community Debut
  • December 20, 2013

OK. Thank you for the clarification.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi,


You can find more information about the in-built Agent Collision feature here 


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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