Agent collision detection in tickets

Agent collision detection alerts agents when other agents are viewing or updating the same ticket. This helps prevent agents from making updates to the same ticket at the same time.

When one or more agents are viewing a ticket it will have a yellow corner. Hovering over the ticket will display viewers' avatars with a yellow eye icon.

Opening a ticket that's being viewed by an agent (or being in a ticket that someone else opens) will trigger a yellow-colored eye box with the number of agents viewing that ticket. Hovering or clicking the box will show the list of agents viewing the ticket.

Once an agent starts typing a reply, internal note or changes any of the ticket fields, the ticket corner will turn red and the agent's icon will change to a red pencil.

If you are viewing a ticket that someone started editing, the yellow box will turn red in real-time. It's there to warn you against making any changes. Again, hovering over the box will reveal who is editing the ticket.

All agent collision notifications are in real-time and do not require refreshing the page. If an agent leaves their current ticket or opens a new one, it will be reflected in Helprace instantly.

Also take a look at Real-time support for tickets. It allows your agents to see all changes to tickets immediately.