Feature Requests
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Ticket ownership, Locking & Preview

Russ Michaels shared this idea 2 years ago
Completed

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.

Comments (7)

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Hi,

Thanks for your suggestion. We encounter this situation ourselves sometimes too, so is something we're currently investigating. The challenge is doing it in an efficient manner.

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Hi,

In my case - every agent used the flag option to mark a ticket he is working on.

all the other agents will not handle a ticket that is flag to another agent.

Ram

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If a ticket could just be marked as "In-Progress" as soon as it is opened by a staff member it would help as at times some staff do forget to make this adjustment manualy before answering the ticket.

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We have this problem as well.

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We too. Been struggling with this for a long time.

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Hi,

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

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Awesome! Thank You! :)

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