Detecting Agent Collision in Tickets

An agent’s work is extremely time-bound, hence it’s important to ensure that their time is not spent on trivial tasks. When agents pick up tickets, multiple agents might work on the same ticket, resulting in unwanted and repetitive replies to the users.

Freshservice’s agent collision detection avoids agents’ efforts from going futile by letting you view,

• The agents replying to a ticket

• The agents viewing a ticket

Where Can You Find it?

• Click on the ticket you want to work on.

• On the top right corner of the ticket view, below the ticket ID you can find the following icons:

  • Click on to view who are watching the ticket.

    

• Click on to view the agents replying to a ticket.