How do you ensure 2 agents dont work on the same ticket at the same time?

Anthony's Avatar

Anthony

19 May, 2010 08:27 PM

We have around 100 tickets per day and 15 agents. How would we ensure 2 agents don't work on the same ticket at the same time? Suggestions?

We use Zendesk currently. They let us assign tickets to agents which helps with this problem. Tender doesn't let you assign tickets to agents so I'm just curious what the workflow would be? We're definitely open to changing.

  1. 1 Posted by Will on 19 May, 2010 08:38 PM

    Will's Avatar

    We have a queues system, and a queue can notify a single user if you want to. You could create a queue for each agent which would act similar to it being assigned.

    Also, if two people do reply at the same time, the 2nd reply to pass through will be warned of the lastest update to the discussion while they were replying.

  2. 2 Posted by Anthony on 19 May, 2010 08:49 PM

    Anthony's Avatar

    Cool, makes sense. I'm actually thinking the simple queue system might make our life a lot less complicated. I showed a few agents and they like the drag and drop.

    It will probably be a few weeks before we can do anything but I think we're gonna take a shot at switching.

  3. 3 Posted by Will on 19 May, 2010 09:54 PM

    Will's Avatar

    Awesome. If you have any questions, or just want to talk about workflow options or ideas, feel free to hit us up.

  4. Will closed this discussion on 18 Aug, 2010 10:15 PM.

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