Ticket Currently Been Worked On

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

Very great feature, we need it!

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).

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!

We need it for collision problem!

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!

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.

Basic sprout please :-\

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.

Anyone from Freshdesk care to comment on our suggestions??

 Agree.

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.

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.

OK. Thank you for the clarification.