See other agents working on the same article and what they are updating
In Zendesk Support, you can see what agents are on the same ticket in the section Also on this ticket. If an agent updates the ticket, you get a notification so you can refresh the ticket and have its up-to-date version.
In Guide, this feature does not exist. If several agents are editing at the same time, none of them will know. If an agent saves the article, the others will get stuck because they're not working on the up-to-date version anymore.
The request is to be able to see:
- What agents are working on the same article as you.
- What updates are being made (like Google Docs).
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+1 on this. Many of our agents have permission to edit articles, and we strongly encourage article updating as part of our KCS program. There is no formal workflow/assignment/approval process in KCS, so the potential for overwriting another person's changes is very high.
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Hi Angeline and Chandra -
Thanks for your feedback. We'll keep this thread open so that other users can add their voices and votes to the request, and if we reach a critical mass it will get escalated up to the product team. We appreciate your taking the time to share your thoughts with us!
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