Russ Michaels
shared this idea
7 years ago
9
Votes
It would be very useful if a ticket could be locked when someone else starts replying to it, and shows a preview of what they are typing (like Kayako does). Even though there is only a few of us, we do have issues with 2 people replying to tickets at the same time.
Also when someone replies to a ticket, it would useful it they were prompted to take ownership of that ticket, so that only they are dealing with it.
Also when someone replies to a ticket, it would useful it they were prompted to take ownership of that ticket, so that only they are dealing with it.
Merged Ideas
show staff replies realtime (avoid duplicate replies)
HIsometimes one staff member will be replying to a support ticket and then another staff member will go in and also reply.I know in Kayako it shows in realtime "AgentA is replying" and shows an realtime ajax box as they are typing so AgentB can see what they are typing before the ticket is sent.
HIsometimes one staff member will be replying to a support ticket and then another staff member will go in and also reply.I know in Kayako it shows in realtime "AgentA is replying" and shows an realtime ajax box as they are typing so AgentB can see what they are typing before the ticket is sent.
Featured Comment
I'm pleased to announce that we have added additional ticket collision detection in the upcoming version 7.4 update: https://docs.whmcs.com/Support_Tickets#Ticket_Collision_Detection