We use the Mobile App a lot in our organization and it would be nice to know if another agent is on a ticket. We do encourage everyone to assign the ticket to themselves, but this does not always show immediately and another agent ultimately responds as well. This occurs more frequently when one agent is on the desktop version and has claimed the ticket, the mobile app agent does not see this and again results in duplicate response. This becomes frustrating not only to our agents, but is also confusing to the customer. Hopefully a fix can be put in place for this sooner than later.
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