How can I troubleshoot agent collision issues?
There are several reasons which can cause agent collision issues. See below for some of the most common causes and how you can solve them.
- Caching issues
To prevent caching issues from affecting the agent collision feature, have all agents regularly clear the cache and cookies on their browser.
- Network issues
If an agent has connectivity problems while working on a ticket the system will not see them on the ticket until they press Submit or refresh their browser. The system will re-register the agent and show that they are working on the ticket. Check your network connectivity to ensure you are using a stable connection. Also check to see if your firewall is configured correctly for use with Zendesk.
- Long periods of inactivity
Agent collision can happen due to long periods of inactivity on a ticket. When the screen is not active, the system does not register that the agent is working on the ticket.
- Logged into multiple devices
Agents logged into Zendesk on multiple devices can prevent the system from registering what tickets are being worked on. This can keep the agent collision feature from working correctly.
- Manually taking tickets
If agents are using the play button and an agent manually takes a ticket, this can cause agent collision. The play button overrides an agent who manually selects a ticket.