The primary step that needs to be taken in such a case would be to assign the ticket to the agent working on the ticket or he/she can pick it up from the list view itself. Each of your agents can have filters to view the tickets that are their names. The Agent collision feature would notify anyone if a different agent is view or replying to that ticket currently.
Is there a possibility to lock a ticket while one agent is answering and working on that? Print
Modified on: Fri, 22 Feb, 2019 at 1:14 PM
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