Avoiding Agent Collision in Zendesk
How do I avoid agent collision in Zendesk?
Agent collision in Zendesk occurs when multiple agents work on the same ticket simultaneously. To avoid this, Zendesk provides visual cues like an eye icon next to tickets being viewed by another agent. Within a ticket, you can see collision details in the upper left corner, indicating how other agents are interacting with the ticket. This helps prevent conflicting updates and ensures smooth ticket management.
For more tips on avoiding agent collision, refer to theoriginal Zendesk help article.
More related questions
How can I view and manage tickets in Zendesk?
To view and manage tickets in Zendesk, you can use the Views feature. Views are groups of tickets organized based on specific criteria, such as status or priority. You can access these views by clicking the Views icon in the sidebar. Once in a…
What is the agent dashboard in Zendesk?
The agent dashboard in Zendesk is your go-to place for managing tickets assigned to you and your groups. It displays open tickets, ticket satisfaction statistics, and the last 100 updates made to your tickets. You can access it by clicking the Home…
What is Play mode in Zendesk and how do I use it?
Play mode in Zendesk is a feature that guides you through available tickets in a view automatically. By clicking the Play button, you open the first ticket in the view. After addressing the ticket, you can click Submit to update it and…
How can I track my recently viewed tickets in Zendesk?
In Zendesk, you can track your recently viewed tickets by hovering over the +add tab in the top toolbar. This shows you the last five tickets you viewed. However, note that this list disappears after 72 hours if no action is taken on any of your…
How do I expand or collapse my views list in Zendesk?
To expand or collapse your views list in Zendesk, click the arrow at the top of the views list. When collapsed, the list will auto-show when you mouse over it and auto-hide when you move away. By default, your views list is expanded, but you can…
What are the standard ticket statuses in Zendesk?
In Zendesk, standard ticket statuses include New, Open, Pending, On-hold, and Solved. The On-hold status is available only if an admin has activated it. These statuses help you track the progress of tickets and manage them effectively. For more…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
