Cayzu Help Desk Support

What is agent collision detection and how does it work?

Updated: 01/25/2019
Article #: 211

When you operate a help desk where agents will select tickets on their own it can be very common for two or more agents to view/answer the same ticket simultaneously.  This situation can definitely cause confusion with your customers by receiving duplicate and even worst, conflicting answers. 


Cayzu automatically avoids this "pie in your face" by automatically displaying to the agent when another agent is either viewing or answering a ticket.




We will show you:


  • How many agents are viewing a ticket
  • Who's replying to the ticket


Agent collision will save you time by allowing agents to focus on different tickets and ultimately embarrassment by sending out duplicate answers to your customers.  



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