It would be very beneficial for agents if the view and edit icons (within the tickets) was also in the ticket list. That way you could see which tickets were being viewed and edited by just looking at the queue and assisting other agents to not open tickets that are already being worked on.
Submitted
Ticket List - View & Edit Icons
This would still be a very handy thing to have. So instead of going in and out of tickets to see which ones were not currently being worked on, then you can see who is currently looking at or updating a ticket just by looking at the queue.
- Community Manager
Hi
Thanks for sharing this suggestion! Having the view/edit indicators directly in the ticket list would make it much easier for agents to see which tickets are currently being worked on and avoid opening the same ticket at the same time.
This is a useful usability enhancement, and I’ll pass the feedback along to our Product team for consideration.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.