Status: Idea Submitted
When working from conversations, I can see my teammate is viewing the item I am viewing.
However, in the tickets view, there is no way to determine if someone else is also viewing the ticket.
My suggestion is to add the same little headshot circle to the tickets view.
I second this. It would also be helpful to have an idicator to show if another agent viewing the ticket is also updating it. We’ve recently changed ticketing systems to HS from Zendesk. The screencap below shows how ZD does it. The outlined avatar indicates that agent is updating the ticket.
My colleague and I are often working with the same clients and therefore will be looking at the same ticket. Being able to tell if someone else is viewing/updating the ticket prevents any double updates that could potentially confuse clients.
Pretty large oversight that I think should have been developed by now - we are coming from Zoho Desk and they had a fairly good implementation of this where it indicated both viewers (if multiple), and whether or not they had already replied, or set properties / parameters on the ticket (including picking / assigning it). I think this needs to be implemented on ALL records - including tickets, deals, contacts, companies.
Having a clue, pop-up, or indicator that someone is also on a record with you, be it a ticket, contact, or otherwise can give you the opportunity to not collide and to potentially double the work or introduce confusion to a contact or customer when they receive a phone call, email, or other communications from your company.
Agreed! Agent collision for tickets would help Service teams work better - preventing duplicate work, enhancing collaboration, and improving customer experience.
This functionality would be beneficial for contact, deals and custom objects as well.
Yes please add this functionality to Hubspot.
Zendesk and Teamwork have this funtion. Hubspot should have it too.
Finally, Hubspot seem to have realised functionality to prevent Agent collision on tickets in Helpdesk. No official content is available so far.
Agreed, super useful functionality missing here, we would very much need it
One of the many features I miss from our former Helpdesk. This feature useful - especially for urgent tickets exceeding sla because many agents get notified at once.
