Warn staff if someone else has already replied to a message
It's come up a few times where two staff members have replied to the same message, within a few minutes of each other because each person opened the ticket before there was a reply. I'm wondering about a feature that would check to see if another staff member has replied before posting a reply so that one has a chance to avoid double replies. This could either work by checking every once in awhile while you're writing, or checking when you click Comment, and giving you a chance to back out after seeing the other reply.
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1 Posted by rick on 25 Nov, 2009 05:52 PM
We do this to ourselves too, and it is annoying. The problem is, half the time we're responding from emails, so checks there would be impossible. Or, they would require a more annoying moderation phase.
I have some ideas of adding HTML web bugs into the notification emails so you can at least be warned if someone has already responded.
2 Posted by Luke Andrews on 25 Nov, 2009 06:01 PM
At least with email, your mail client will tell you as soon as there's a new message in your inbox. On the web, once you've reached a page in Tender, whether it's the dashboard or a specific message, it doesn't update until you reload, so it's much harder to know when new replies are posted. IMO, this is a much bigger shortcoming. We tend to favour the web interface over email in general since new support messages don't go to anyone's email until queued by someone.
3 Posted by rick on 25 Nov, 2009 07:02 PM
Pretty much every time we've double posted, one or both of us were in email. Anyways, I found the ticket we had opened for this feature already. It's on our list.
4 Posted by rick on 05 Jan, 2010 07:06 AM
I just pushed this. It's pretty primitive still, but it should do the job.
5 Posted by rick on 05 Jan, 2010 07:07 AM
And here's me locking the comment thread on myself :)
rick closed this discussion on 05 Jan, 2010 07:07 AM.
Luke Andrews re-opened this discussion on 05 Jan, 2010 03:55 PM
6 Posted by Luke Andrews on 05 Jan, 2010 03:55 PM
Super. We'll let you know how well it works for us.
7 Posted by Luke Andrews on 05 Jan, 2010 03:55 PM
Hmm... is it my imagination or do I need to click Comment twice now?
Seems like if it takes me long enough to write a message, clicking Comment causes the page to refresh but not submit the comment. I don't lose the text though -- I just have to click Comment again.
8 Posted by rick on 05 Jan, 2010 03:57 PM
You should only have to do it if someone replies over you.
9 Posted by Luke Andrews on 05 Jan, 2010 03:59 PM
It's telling me there have been, e.g. "3 comments since you started replying", but those comments were already there when I started replying, so it's not sorting them properly or something.
Support Staff 10 Posted by Courtenay on 05 Jan, 2010 04:00 PM
Yep, it's doing it for me too.
11 Posted by rick on 05 Jan, 2010 04:24 PM
I guess I picked the wrong 3 people to QA this thing :) We had this thing on staging for weeks (though two of them were vacation weeks).
I just pushed an update to the code that figures out what the latest comment ID is for a discussion. Let us know if you still have problems.
rick closed this discussion on 05 Jan, 2010 04:24 PM.