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Support - "Also on this ticket" should be supported on the Mobile app
Zendesk Customer Care
Posted Dec 21, 2021
When using the Zendesk Support mobile app, there is no "Also on this ticket" indicator that another user is looking at the ticket. On the flip side, the desktop version does not show if a mobile user is viewing the ticket either.
Please add it to the Zendesk Support mobile app.
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4 comments
Will Poon
Thanks for your feedback Alex, we have this on our roadmap and are hoping to get to it later this year but don't have any dates for it's development right now, once this changes, I'll update this thread.
We are currently working on a new mobile app experience if you'd like to sign up for the EAP. More details can be found here.
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Tracy Nelson
I sent a support ticket to Zendesk about this, and they pointed me add an upvote to to this discussion post, calling the problem "Agent Collision." Hoo-boy, yep, we've had a lot of agents colliding. We have a lot of agents who are working tickets remotely, either after hours or while on vacation, especially in cases where we're shorthanded. Then we end up double-answering the customer, which wastes valuable resources (even more of a problem while shorthanded). Please support "also on this ticket" in both directions for agents on the mobile app and vice-versa.
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Megan Hubbard
It also seems that when on the phone if you grab a ticket and mark it as your own, it does not get automatically refreshed so to other agents it still appears as new and they grab it also.
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Will Poon
Thank you for the feedback Tracy and Megan, I've recorded this with our team and it is something we're aware of that we'll be working through in the new experience.
Thanks again and please keep the feedback coming.
Will
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