Note: Agent collision is not available on Team plans.
You can tell if another agent is working on a ticket from views or directly in the ticket. This makes it easier to avoid potentially conflicting updates to tickets.
In views, an eye icon appears next to tickets that are being viewed by another agent. You can also hover over the ticket to see details:
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In tickets, collision details appear in the upper left corner:
You can tell how each agent is interacting with the ticket from the formatting of their picture or by hovering over it with your mouse.
- Agents with dimmed pictures have the ticket open but have navigated away from it.
- Agents with regular pictures are viewing the ticket but not actively editing any fields.
- Agents outlined in blue are editing the ticket.
In addition to other agents viewing or editing the ticket, you can also tell if a ticket has been updated.
- If a ticket you have open has been updated, you’ll see a Ticket updated message at the top of the ticket.
- Click Show more to see which agent made the update.
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- Click the close box (x) to remove the message.
Using Play mode
The Play button guides you through the available tickets in a view automatically. Press the Play button or icon to open the first ticket in the view. After addressing the ticket, click Submit to update it and automatically move to the next available ticket.
The next available ticket is the next ticket in the view according to the view's sort order (see Using views to manage ticket workflow) that you haven't already skipped and that no other agent is currently viewing. Views are also refreshed every five minutes, so you might see a ticket that wasn't part of the view when you started Play mode.
To open a view in Play mode
- Click the Views icon ( ) in the sidebar and select a view.
- Click the Play button in the upper right hand to open the first ticket. Depending on your settings, you might be able to skip this step.
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- The first available ticket in the view opens.
To update a ticket and move to the next one.
- Click Submit. The next available ticket opens automatically.
To keep a ticket open after you submit it.
- By default, the next available ticket opens when you click Submit. To stay on the ticket after submitting changes, click the menu from the left of the Submit button and select Stay on ticket.
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Change this option back to Next available ticket before submitting your final updates so you can move to the next available ticket.
To skip a ticket and move to the next one.
- Click Skip to move to the next ticket without making any changes to the current one.
- If you are in Guided mode and your administrator has configured your role, you might also be required to enter a reason for skipping the ticket. Enter a reason in the window that appears and click Skip again.
