Hello there,
We have a problem which we need to find a solution to.
Our support team consists of many persons.
Sometimes, when we receive a ticket from a client, two of our support agents instantly reply.
We want to avoid that.
We know that when someone in on a ticket and another agent is opening the same ticket we have his icon up, but that does not work sometimes.
Especially if an agent is viewing or editing a ticket from the mobile application
How do we avoid two agents responding to client at the same time
This topic has been closed for replies.
Dear Bertt,
Thanks for your reply.
I don't think I have received any emails.
Would you please send me the ticket url here?
Hi Shahd,
It looks like a response was sent out on March 7th regarding your question by Stephen O' Leary. Can you check your spam folder to confirm the response wasn't sent there?
Additionally, if you're logged into our Help Center you can click directly on your name towards the top right and select My Activities. This will show your existing tickets with us. Screenshot below:
Let me know if you run into any issues locating this :)
Hi Brett,
I also have this same concern, is it possible to share the solution given to Shahd?
Julian
Hi Julian,
I would recommend taking a look at the following article which was mentioned to Shahd: Working with tickets
If you're experience any issues with agent collision I would recommend having your agents clear their browsers cache/cookies as well as testing from an Incognito/Private window.
In some cases browser extensions can interfere here and cause two agents to work on a ticket without realizing it.
Hope this helps!
Good point, Brett. Agent Collision has saved us on more than one occasion from responding to a customer at the same time!
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Hi Shahd,
If you're running into issues with agent collision there may be an underlying issue here. I'm going to create a ticket on your behalf and pass this over to our Customer Advocacy team so they can troubleshoot on their end. You will receive an email shortly stating your ticket has been created so feel free to reply back to that email with any additional information you can provide.
Thanks!