Avoiding agent collision on mobile app
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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Hi Sandy -
Thanks for sharing your feedback. We'll continue to collect comments and votes on this thread to
gauge impact and need from other users. -
I must agree, this feature needs to be added urgently to th mobile app asap! We have mobile only agents who frequently end up causing ticket collisions because they don't have a way to notice that a desktop agent is already working on writing an answer to the same ticket. Please add this feature and keep us from wasting our agents time when they could be already working on another open ticket.
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We still continue to have issues with agent collision. It happens even when agents are on the desktop version and save a ticket, it does not update to the app showing the ticket has been taken by another agent. This causes duplicate responses and is very confusing to our customers. Our agents use the App quite frequently as this is how we respond to our customers during non-business hours. Please Zendesk fix this issue.
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+1
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