The Agent Collision feature enables smarter collaboration and prevents duplicated efforts by making agent activity on a ticket transparent in real time.
When multiple agents work on the same ticket without visibility into each other’s actions, it can lead to:
Redundant replies sent to the requester
Confusion about ticket ownership
Wasted time and effort
To address this, the Agent Collision feature helps you:
See which agents are currently viewing a ticket
Know who is actively replying to it
How to use Agent Collision feature
Open the ticket you want to work on.
On the top-right corner of the ticket, you'll find two icons:
Viewers Icon – Hover over or click this icon to see a list of agents currently viewing the ticket.
Repliers Icon – Hover over or click this icon to see which agents are actively responding to the ticket.