We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agent had a ticket open or not. Our support agents are aiming to work on ALL TICKETS queue, so they can help each other and meet our SLAs better. Please see screenshot attached of other software allowing this feature, software is TradeGecko and Zendesk
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