Avoiding agent collision

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

Note: Agent collision is not available on Team plans.
You can tell if another agent is working on a ticket from views or directly in the ticket. This makes it easier to avoid potentially conflicting updates to tickets.

In views, an eye icon appears next to tickets that are being viewed by another agent. You can also hover over the ticket to see details:

In tickets, collision details appear in the upper left corner:

You can tell how each agent is interacting with the ticket from the formatting of their picture or by hovering over it with your mouse.

Agents with dimmed pictures have the ticket open, but have navigated away from it.

Agents with regular pictures are viewing the ticket but not actively editing any fields.

Agents outlined in blue are editing the ticket

In addition to other agents viewing or editing the ticket, you can also tell if a ticket has been updated.

If a ticket you have open has been updated, you’ll see a Ticket updated message at the top of the ticket.

Click Show more to see which agent made the update.

Click the close box (x) to remove the message.

Avoiding agent collision when adding ticket tags

To avoid collision issues, when two agents update ticket tags at the same time in a ticket, the updates are merged and all tags are included, regardless of who saved the ticket first.

Avoiding agent collision when using auto assist

When auto assist is activated on an account, auto assist can provide one suggestion for a given ticket that is visible to all agents currently on the ticket. For example, if one agent approves an auto assist suggestion, other agents will see that suggestion sent in the ticket conversation and auto assist will go into a “waiting for a reply state.”