Completed
Agent collision detection
Would love to see a feature called agent collision so we can see if another agent is already working on a ticket.
Best Reply
More great news! We added agent collision detection for knowledge base articles and topics today. We also added real-time support for tickets, so you will immediately see all ticket updates without refreshing the page.
5 replies
There are three cases in Helprace, which would benefit from introducing agent collision:
- agent is replying to a ticket
- agent is editing a knowledge base article or community topic
Great news! We added agent collision detection when users viewing and replying to tickets. Check this article for details: Agent collision detection in tickets
Agent collision for KB articles and community is in progress.
More great news! We added agent collision detection for knowledge base articles and topics today. We also added real-time support for tickets, so you will immediately see all ticket updates without refreshing the page.
Notification about simultaneous editing by multiple users
I write news on my helprace page and publish it.
After some time I wanted to extend article and start editing.
Same time, other editor found a typo on page and open editor too.
I spend around 30 mins to extend article, and when was near done, other editor click "save", and I got "update" message, without possible to close it. Click update and lose half hour of my work.
Idea: notify editors about someone edit this article same time.
This feature is present in Helprace. Learn more about agent collision detection.
Please note that it is not available in the free plan. Upgrading to a paid plan will enable it in your account.