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Visualization for user which are editing tickets

Related products:Freshdesk
  • May 20, 2015
  • 3 replies
  • 26 views
A
Apprentice
  • am
  • Apprentice

In a previous version of freshdesk, there was a feature which showed, which user is already working/ editing a ticket ( it was an eye-butten). Where is this feature? It´s a big problem to edit tickets with multiple user. Nobody knows who is working on which ticket.

3 replies

D
Contributor

Hey Arkadius,


My sincere apologies for the inconvenience caused. I shall convert this topic to a ticket and will get this sorted for you.


Thanks,

Durga

aravind.sundararajan
Skilled Expert
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Hello,


Agent collision detection is available from the Estate plan and it helps to avoid multiple agents from replying to the same ticket. It also makes sure the agent looks at the latest interaction on the ticket before hitting on Send to avoid the possibility of sending a wrong update.


You can get more insights on the feature here - https://support.freshdesk.com/support/solutions/articles/218073-agent-collision-detection


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.
aravind.sundararajan
Skilled Expert
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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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