Stop two agents from responding to the same ticket
Idea shared by Mike Kauspedas - October 29, 2014 at 2:10 PM
Under Consideration
How do you prevent two agents in tracks from responding to the same ticket? For example two different agents can take the same ticket and reply, adding two responses. The tracks system doesn't notify either agent when the other has taken the ticket. We cherry pick from the queue so it's easy for two agents to grab the same ticket because the interface doesn't update. 

4 Replies

Reply to Thread
One good thing, we found that if an agent is replying to a ticket and the auto-draft saves it does give the other agent a warning at least. But we need something a little faster than 1 minute. 
Tim Uzzanti Replied
Employee Post
We have had requests for a locking mechanism when a ticket is open.  I'm going to change this from a Question to an Idea and allow people to vote on it.  The more votes will help this get integrated into the product.
Tim Uzzanti
SmarterTools Inc.
(877) 357-6278
I vote for this 

Reply to Thread