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Agents unable to see when other agents are on a ticket.

  • May 18, 2022
  • 5 replies
  • 0 views
Marcio11

One of our agents is able to access the queues and work the tickets just fine, but he reported not being able to see the eyeball icon on the ticket list whenever another agent is on a ticket, and also his presence is not shown to other agents when he's on a ticket.  Tested it during a remote call where he shared his screen. 

We cleared the browser cache and cookies, used incognito mode, used a different browser, disabled the firewall and disabled any popup blockers (agent is on windows 11). We also looked for any third party programs running in background but nothing was running that could have caused this issue, so nothing worked.  As a last resort he contacted his ISP asking them to disable any firewalls on his modem but still no word from them. 

So, Can you folks please let me know exactly what would block agents from seeing (and being seen) whoever is on a ticket ? I'm open to suggestions. Is this something that requires specific ports and udp/tcp flows allowed ?  Could it be related to Windows 11? 

      5 replies

      Marcio11
      • Marcio11
      • Author
      • May 18, 2022

      Update: Problem was somewhat resolved after the agent used a VPN, thus bypassing the possible limitations set by the ISP. Still, would be awesome to find out exactly how it could be fixed for good. 

      Darren13
      • Darren13
      • May 19, 2022

      Some of our Agents have reported similar recently, however, on testing we were not able to replicate it. We also use a VPN but Zendesk is in a browser and should be routed via the agent local internet and not via the VPN.

      Marcio11
      • Marcio11
      • Author
      • May 19, 2022

      @darren13 Yeah, these usually can't be replicated elsewhere but only on the agent's computer. We used a free account with windscribe.com so it routes all traffic from the computer, including web traffic.  If it works, they might be in the same situation as our agents. As usual, I wouldn't recommend using the VPN service with VOIP calls as these can be severely degraded. 

      Melissa45

      I'm having this issue within my team at the moment, agents are based in different locations with a mixture of VPN/No VPN usage too so not sure what the problem could be. 

       

      Any new updates? 

      G
      • Gabriel32
      • May 10, 2024

      Hi Melissa,

      Agent Collision works because of technology called “Radar”. In essence, Radar plays as the middleman between the Zendesk you work with day-to-day in your web browser and our application’s servers, which are what make Zendesk run. To work smoothly, Radar needs to be able to maintain a persistent connection between the two. So, if something disrupts Radar, then features like Agent Collision don’t work so well.

      Found a similar article that provides an excellent starting point for troubleshooting agent collisions.

      See also Troubleshooting agent collision in Play mode.

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