Collision Detection: Preventing Inefficiency and Confusion while Replying
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.
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.
For more information about auto-assignment, refer to the link below:
- 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
https://support.bolddesk.com/kb/article/279/customizing-ticket-grid-view-fields-or-columns
Card view
Tickets details page
In the tickets listing page, click on any ticket to open and view the assignee of the ticket.
