Understanding Agent Collision
Modified on: Tue, 18 Jun, 2024 at 3:48 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
Possible queries:
How does agent collision detection work?
How do we make sure two agents do not work on the same ticket?
Resolution Path:
The Agent Collision Detection feature is designed to detect instances where multiple agents are viewing the same ticket and will display an eye pop-up at the top of the screen to alert agents to the situation.
Additionally, this feature will inform us if an agent is already typing a response in the reply editor.
In this manner, we can guarantee that various agents do not handle the identical ticket.
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