Forums/Product news and updates/Release notes

Introducing Agent Collision

Jake Holman
posted this on August 26, 2010 11:26

This week, we're very excited to announce the introduction of Agent Collision to Zendesk, the return of our weekly video (I've been on vacation!) and some fixed stuff.

What is Agent Collision?

You've probably seen this scenario before. You're working on a ticket, selecting the relevant fields, making a comment, and then you hit submit. Zendesk tells you that someone else has updated the ticket while you've been working on it. Annoying, right? That's a collision, two agents working on the same ticket haven't seen each other doing so, and have updated the ticket. 

Agent collision is available to Plus+ plan customers only.

Know exactly who's viewing tickets

There's now two ways you can see when other agents are viewing tickets. When you're in a table styled View, we'll display a small triangle on the corresponding row for the ticket being viewed, as well as being able to see exactly who is viewing the ticket in the ticket hover. 

Zendesk_Support___1._Level_unassigned_open__35_.png

Secondly, you'll be alerted on a Ticket page itself, in near real-time, when someone else is viewing that same ticket. 

_38377__please_fix_view_.png

Be alerted when a ticket you're working on has been updated
Previously you would have to submit your changes to a ticket before being alerted of someone else coming along and making changes before you. Now, Zendesk will be able to tell you if a ticket has actually been updated before you go ahead and submit the changes.  

_51180__Agent_Collision_Rocks__.png
 

Fixed Stuff

  • A warning appeared to customers downgrading from Plus+ to Regular, stating they would lose forum categorisation. This is not the case, Regular customers will not lose forum categorisation. The message was removed.
  • Paglo widgets users will notice a name change. Paglo was bought by Citrix, and as such was renamed to GoToManage.
  • Very occasionally on a search results page, Zendesk was showing an incorrect value in the number of results returned on the page. Zendesk will now show the correct number corresponding to the amount actually returned.
  • When using the Follow-up feature on a closed ticket, without a subject line, Zendesk was throwing an error. This was fixed during the week.
  • In a table View that displayed the 'Due Date' column, Tasks due today were showing '12:00'. They will now display 'Today'.
 

Comments

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Summer Reeves

Looks like the new update broke the color formatting on the sidebars?  Our profile still shows it should be gray but after update its reverted back to the default blue.

August 26, 2010 11:42
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Lily

Ours did the same thing - color says it is set to green, but it is displaying the default green. Also, I got the warning about a ticket being updated, but it just flashed and disappeared (no time to choose ignore or update) - and I know I am the only one working within the program right now.

August 26, 2010 12:11
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Charles Ryan

Same here - we are getting a horrible turquoise color instead of the grey we should be getting.

August 26, 2010 12:21
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Jim Weeks
Project CS Beta Testers

Same...disgusting turquoise colour instead of blue...oh and our forums are now called "INFORMATION & HELP CENTRE".

August 26, 2010 12:26
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Jake Holman
Product Manager

Guys, we're right on it. Seems the personalize settings are not being honoured for some reason. 

August 26, 2010 12:39
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Julie Jalalpour
twitter

This is a great feature!

I noticed that if I view a ticket right after it was created (and I guess it's still running through our triggers), I get a banner that says "Twitter Support Admin is also viewing this ticket", which is kinda wierd. Although it goes away if I wait 20 seconds and then refresh the page.

Just FYI that it's sort of weird to say that our Admin Account is viewing the ticket, because no one uses that account. It's just the ticket creation process and the triggers.

I have a screenshot if you want it.

August 26, 2010 13:38
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Jake Holman
Product Manager

@Julie: Weeeeeird. Is the ticket created via the API? 

August 26, 2010 13:43
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Julie Jalalpour
twitter

@jake - yes, ticket created via the API, and the submitter is the Twitter Support Admin account. Guessing that's why it shows up for a minute or so.

August 26, 2010 13:58
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Conrad Selle
Project CS Beta Testers

Note to Zendesk Masters of the Universe...please do not make random updates to production like this that affect our customer facing portals.  Yes, the fancy new feature is cool and all, but to force us to react to bugs you introduced as a part of this "upgrade" involuntarily?  Come on.

Here's just the list of things that we're aware of that broke when you "improved" our site...only half of them resolved.  Times noted are how long it took Zendesk to fix these problems after breaking them in production:

- RESTORED - customized Global Javascript widgets failed to work - 30 minutes following change

- RESTORED - customer fields - 60 minutes following change

- RESTORED - customized Global CSS and sidebar colors in general - 120 minutes following change

- ticket end-user cc list expanded by default instead of hidden - still not resolved

- (Amp)nbsp values appearing in tags of closed tickets where spaces should be - still not resolved

Who knows what else...did you test this?  Can't we move to a Wordpress model and avoid all this continual nonsense for changes being randomly made in production that affects our business to our customers?

 

August 26, 2010 16:04
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Adam Sentz

It would be great to see a distinction between whether someone is viewing a ticket or if they have actually made, or started to make any modifications e.g. changing the assignee input and typing a response.

August 26, 2010 16:12
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Jake Holman
Product Manager

@Adam: When someone makes a change, you should be alerted of that change within about 5 seconds of that change being made. However, your point about someone starting to have made a change is certainly a good idea. It's definitely although might occasionally bring up false positives. We'll take a look into the possibilities for sure.

August 26, 2010 16:15
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Conrad Selle
Project CS Beta Testers

@Jake: Thank you for calling and explaining the reasons for today's issues.  I appreciate your level of concern and continued support.  Looking forward to improving communication of impending changes, and a failover plan for situations like this in the future.

August 26, 2010 16:42
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Dave Cahill
Demonware

This change is superb, extremely useful!

August 27, 2010 02:39
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Charles Ryan

@CS:  THIS!  Do you guys realize that we have paying customers using your site?  It is unacceptable that you force changes upon us and do not even bother to test them adequately. 

August 27, 2010 05:10
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Dennis David
LogMeIn Rescue Beta

Fantastic feature. It has helped us realize someone was already servicing a ticket and kept from duplication of effort!  Great work.

August 27, 2010 12:12
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Jake Holman
Product Manager

@Dave & Dennis: Glad you like it!

We'd still love to hear any constructive feedback about the new feature that you all have.

August 29, 2010 09:18
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Scott G. Rockstad

Wow! How reminiscent of the "subject line random token" issue. Implemented without any notification, customer buy-in, or apparently, testing. Though the subject line token was and is moronic, this feature appears to have some usefulness; though I have yet to encounter it in real-time work.

August 29, 2010 17:55
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Jim Weeks
Project CS Beta Testers

Since this update all tickets have the cc input box open by default - this is untidy and uses precious screen real estate - can it be reverted?

August 29, 2010 21:25
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Jake Holman
Product Manager

@Jim: It certainly will be, it was unintended.

August 29, 2010 21:31
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Paul Tracy

We're seeing sporadic instances where all agents will see the "is also viewing" message on every ticket they view and the agent it says is viewing the ticket doesn't even have a browser open.

August 30, 2010 14:30
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Jake Holman
Product Manager

@Paul: Thanks, we're investigating some of these reports at the moment. 

August 30, 2010 14:38
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Travis Swientek
Rackspace

Hey Jake - Is there any way to turn this feature off?

August 31, 2010 06:08
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Travis Swientek
Rackspace

Nvm, found it. Add a global JS widget with the following:

Zendesk.Ticket.ViewingStatus.ignoreViewing = true;
Zendesk.Ticket.ViewingStatus.ignoreUpdates = true;

August 31, 2010 06:51
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Travis Swientek
Rackspace

Not sure why it duplicated above, sorry about that. :)

August 31, 2010 06:52
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Jake Holman
Product Manager

@Travis: Hah, nice work backward engineering the javascript! Could you tell my why you wanted it turned off? It might be invaluable feedback.

August 31, 2010 09:46
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Travis Swientek
Rackspace

@Jake What's your email? I'll shoot you a few details. I discussed this with Michael a while back. 

August 31, 2010 09:54
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Sander Verheyen
operitel

Is there any way to turn this feature of for end users? Earlier I was in a ticket (as an administrator) and the client mentioned that I was reviewing it.

August 31, 2010 10:58
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Jake Holman
Product Manager

@Sander: It's not shown to End-Users, the reason they said you're reviewing it is because it's probably assigned to you - which end-users can see when they take a look at tickets. Try assuming the user, then looking at an open ticket that's assigned to one of your agents to see what I mean. 

August 31, 2010 11:03
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Travis Swientek
Rackspace

I don't see how that's possible. The JS files are not included on customer facing pages. I just tested and was unable to reproduce. Perhaps the widget on the side showing that you were assigned to the ticket prompted them to ask... 

August 31, 2010 11:04
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Sander Verheyen
operitel

Hi Jake and Travis, I was able to reproduce it again. Please find the screenshot attached.

Steps to reproduce:

Login Zendesk (Agent/Administrator) and go to a ticket

Open a new browser (preferably a different browser) and assume an end user

Go to the same ticket

 

August 31, 2010 11:26
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Travis Swientek
Rackspace

@Sander Yep, I can repro that. I can't figure out how to turn that off tho. Perhaps a JS wiz will stop by and figure it out. :)

August 31, 2010 12:13
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Jake Holman
Product Manager

@Sander, @Travis: Certainly not how its intended, so this is a bug - End-Users should not be seeing Agents viewing their tickets.

August 31, 2010 13:06
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Mark Dorsey

@Jake, the new feature is a welcome addition, thank you.  However it is not working as designed.  We have an open ticket on this but I wanted to share our trouble with anyone else in the forums in case they are also having trouble so you may be able to track why.  Like Paul, we are getting the notification constantly, even when only one agent is online.  Each time I open a ticket, within 10 seconds the notification that someone else is viewing it pops up, even though no one else is online.  At first it was annoying, now I am growing numb to it but I would still like it to work as designed.  We have not been able to appreciate the new changes because we do not trust the triggers because they are firing off constantly.

Only thing I can think of is if another agent has a custom view of your recent tickets or a view of unassigned tickets and that is meeting the rule for the trigger?  Looking forward to a fix on this.

September 09, 2010 09:24
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Justin Ruffell-Ward

Are their any plans to add this feature on the Standard Plan?

September 17, 2010 07:46
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Jonathan Suter

Hi there—this is a pretty critical feature for us; we'd love to have it as part of the Regular plan.

December 09, 2010 08:40
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Seán McKenna

+1 to add it to the regular plan

May 25, 2011 08:36
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Richard Blakesley

I agree with Justin, Jonathan and Sean - it would be hugely beneficial for us to have this feature on the cheaper plans.

September 29, 2011 17:21
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blu

Agent Collision seems like a very basic feature that ALL users at ALL levels would need to employee if they have more than one employee. Is there anything built in to the lower level plans to prevent two agents from working on an item at the same time? For example, can you assign tickets to one person and one person only so that a collision isn't even a possibility?

We have no other reason to go with the higher level plans -- except for this issue.

January 16, 2013 14:50
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Andrew J
BizStudio NZ

Hello Blu, 

Assignment is to one person (you cannot assign to two agents at once)

Typically your workflow would manage this.  We have one person responsible for assigning tickets, they assign each ticket to an agent. Agents can pick ticket directly out of the workflow, but in this case they should start by assigning to themselves (take the ticket).

We havent had agent collision for very long, and didnt have many issues.  IF an agent tries to update a ticket that has already been updated by someone else, there is still a notification for this to avoid issues.

 

January 16, 2013 15:41
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