Lock tickets being worked

9 Comments

  • Nils Zwicker
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    Hey Mary,

    thank you for the feedback.

    Maybe you can use the „Agent Collision“-Feature in the meantime and train your agents to remain attentive?
    If you are on the Enterprise-Plan you can use the Guided mode for temporary agents, which might be an alternative for your use case.

    Best Regards,
    Nils

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  • Heather Rommel
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    This is an interesting request. We have an issue where several people may be "looking" at the ticket and not actually working it. So we'd love the ability to "kick" someone off a ticket!

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  • Patrick Feehan
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    Are there any updates or additional solutions to this? It's not very obvious when someone else is viewing a ticket or working on the same ticket as you so the ability for my team to lock a ticket when they open it would be very helpful. 

    Are there any app-based solutions?

     

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  • Heather Rommel
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    I guess I'm confused. Do you all have the Agent Collision feature? I thought everyone has that but I could be wrong. This is where you see the circles on the top left of your ticket when another Agent is on the ticket. When they're editing, it is outlined in blue. After they hit submit, everything they changed is outlined and it tells you the ticket was updated.

    My request for kicking someone off a ticket is still something I'd love to be able to do. I guess I'm headed over to post a feature request!

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  • Jonathan March
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    FWIW, on Chrome, agent collision display does not work consistently -- apparently an instance of a more general problem of ticket updates not being shown consistently. It's not at all unusual for an update to have come in on a a ticket that I have open in the browser, and after 30 minutes there's still no indication in the browser.

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  • Kate Styer
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    We have a request from agent groups that match the above.  They have Agent Collision but it is not solving there issues fully.  We continue to train teams to watch for others on the ticket but they would prefer that the system lock users to read only if they are not the assigned ticket holder.  We would like to see some direction on how this could be done or if this is truly not possible and that no one at Zendesk is looking at this as a possible future feature.

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  • Nicole - Community Manager
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    Thanks for your feedback, Kate. We haven't seen the need from a huge number of customers, but we are interested to continue collecting use-cases and votes on this thread.

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  • Stacy Win
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    Agreed, this feature would be helpful for our team. 

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  • TonyC
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    This is desperately needed.   I've just spend 1/2 an hour composing a reply to a support case only for my colleague to submit one a min ago.  The agent collision functionality of woefully inadequate.  Looking at a case is not the same as answering a case.  What is needed is the ability of the person who is answering the case to LOCK THE CASE so no one else does so. 

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