Sandy Atkinson

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. 

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.