Collision Detection in BoldDesk: Prevent Duplicate Ticket Responses and Improve Efficiency
Collision detection is a feature that prevents several agents from working on the same ticket, causing inefficiency for the organization and confusion for the customer who receives more than one response to their support ticket.
As a result, it duplicates efforts and reduces agent productivity.
If multiple agents are working on a single ticket, only the initial response will be recorded on the ticket. However, other agents will only receive a notification to prevent them from making additional updates.
This is done to prevent any confusion or multiple updates being sent to the customer.
At present, BoldDesk does not support real-time collision detection that actively displays when multiple agents are concurrently viewing or responding to the same ticket. To mitigate the risk of duplicate responses and ensure operational clarity, BoldDesk recommends utilizing its ticket assignment functionality.
Use of assignee field
When agents are assigned to specific tickets, they will only work on the allotted tickets to avoid multiple agents simultaneously addressing the same ticket.
Learn more about auto-assignment by exploring these resources:
- How can I assign a ticket to an agent while closing it if the ticket is unassigned
- How to automatically assign tickets
- How to Auto-assign a Ticket Created During Business or Non-business Hours
How to know a ticket has been assigned to an agent
Grid view
Learn more on Configuring the Ticket Grid View in BoldDesk Agent Portal.
Card view
Tickets details page
In the tickets listing page, click on any ticket to open and view the assignee of the ticket.
Frequently Asked Questions (FAQ)
1. What is collision detection in BoldDesk?
Collision detection is a feature that prevents multiple agents from working on the same ticket simultaneously, reducing duplicate responses and improving efficiency.
2. Why is collision detection important?
It helps avoid confusion for customers who might receive multiple responses for the same issue and prevents wasted effort by agents.
3. Does BoldDesk support real-time collision detection?
No. Currently, BoldDesk does not display real-time indicators when multiple agents are viewing or responding to the same ticket. Instead, it sends notifications to other agents if a response has already been added.
4. What happens if two agents try to respond to the same ticket?
Only the first response will be recorded on the ticket. Other agents will receive a notification to prevent additional updates.
5. How can I minimize the risk of collision without real-time detection?
Use the ticket assignment feature to ensure each ticket is assigned to a specific agent. This reduces the chances of multiple agents working on the same ticket.
6. How can I see the assignees of tickets in the Ticket module page?
You can check the assigned agent in the following locations:
- Grid View: Look under the Agent column.
- Card View: The assignee is displayed on the ticket card.
- Ticket Details Page: The assigned agent appears in the ticket information section.
7. Will collision detection work for internal notes or only for replies?
Currently, collision detection applies to ticket responses. Internal notes are not restricted by this feature.
8. Can I customize collision detection behavior in BoldDesk?
No. Collision detection is a built-in feature and cannot be customized at this time.
