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.