It would be great to have a visual indicator when you open a ticket to see if there is another agent actively viewing the same ticket. Some companies call this “Agent/Tech Collision” and it prevents something being double worked.
Solved
Agent Ticket Collision
Best answer by Layla Stone
I want to update this thread about our new Ticket Presence feature! Ticket Presence shows who else is currently in the same ticket as you and whether they're viewing, editing, or idle. You can also see this right from the ticket grid, so you can easily spot tickets a colleague is already looking at and move on to the next one.
+18
This is very similar to another request we have posted in our Idea Exchange. Here is an idea to upvote and comment on for this idea:
+6
I want to update this thread about our new Ticket Presence feature! Ticket Presence shows who else is currently in the same ticket as you and whether they're viewing, editing, or idle. You can also see this right from the ticket grid, so you can easily spot tickets a colleague is already looking at and move on to the next one.
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