New Feature - @Mention Techs And Customer In Tickets

Announcements
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We’ve released a new ticket collaboration feature today which allows you to @mention techs and customers within a ticket, as well as a new notification item in our Notification Center for defining how you’d like to handle @mentions.

Check out the video below for more details.

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Nice!

Along the same lines of collaboration, it’d be super useful if there was a pop up that said “Tech XYZ is viewing this ticket” or “Tech XYZ is typing in this ticket” extra points if it can say is typing a private note/public note/email etc - like Halo does…

Will stop duplicate responses.

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The one case of overlap that causes us lots of wasted effects is on initial assignment. Two agents assign the ticket to themselves at the save time (approximately). They then set off working.

The system should spit out a big warning when you change the assignment but the previous assignee wasn’t what it was when you made the action.

Agent A: Sees ticket is unassigned.

  • Assigns it to themselves and in the request notes that previous_assignee=nil.
  • Result: Ticket is assigned to them.)

Agent B: At around the same time… Sees ticket is unassigned.

  • Assigns it to themselves and in the request notes that previous_assignee=nil.
  • Result: System displays an error/warning in the page, saying that assignee is A. The assignee is not changed.
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Yeah likewise with us as the page doesn’t auto refresh so relies on you manually refreshing it to see someone else has nabbed the ticket.

If we’re in the office together it’s somewhat easier to say “I got it” but if one of us is remote then it’s obviously much harder.

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Techrodactyl is an extension for chrome that does this and well enough really for free