notification to let support staff know if another team member is already writing a reply to a ticket
sometimes 2 of us end up replying to the same ticket at the same time, unaware that someone else is currently writing a reply. would be good to have an ajax notification if someone else is currently writing a reply.
wordpress does this reasonably well, by 'autosaving' posts every few seconds, and informing you if another authour is currently editing it.
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1 Posted by Will on 16 Mar, 2011 01:51 AM
Do you end up physically replying over each other? Or just seeing the warning screen that another user has replied?
2 Posted by Nick on 16 Mar, 2011 07:55 PM
Occasionally we do reply twice to the same thread. Just thinking off the top of my head, that a means of notifying you if another support member is 'viewing' or 'replying' to a thread, would allow you to quickly identify if anyone else is attending to the issue already.
3 Posted by Will on 16 Mar, 2011 08:04 PM
As it stands right now, from the web UI a warning is displayed that someone else has replied, shows you their message and then asks you to confirm or cancel your comment.
If you reply via email/web then both comments would go through.
I think a notice of who else is currently viewing the support discussion is a great idea. We've briefly talked about this in the past, and there are some server/scaling stuff we have to figure out before we can offer solutions like that.
4 Posted by Nick on 16 Mar, 2011 08:20 PM
Sure thing. Thanks for taking the time to reply :)
Amanda closed this discussion on 16 Mar, 2011 08:46 PM.