Ability to see when an Agent is viewing a ticket

Hi guys,

We notice that occasionally some difficult situations occur when multiple agents are viewing tickets. Because Trengo does not show when an agent is viewing a ticket, this sometimes leads to possible double work.

In the example I have added you see that before you click on a ticket there is an eye and the text that a certain agent is already viewing this ticket. In teams with several employees, such as with us, this feature is really a must.

Let me know!

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  • Thanks for sharing Noah! Interesting idea. At this moment the suggested workflow is that in New everybody is able to view the conversation, but once you decide to work on it, you assign the conversation to yourself (or to a colleague). This way you indicate that you will be working on this conversation. 

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  • This is still a good idea. Collision detection is pretty standard and avoids wasted time and clicks

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      • Noah
      • Noah_van_der_Ent
      • 6 mths ago
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      • Reported - view

      Luke Dodd +1

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    • Luke Dodd +1 here to

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  • It's a good idea, but maybe a little less obtrusive, just display a message above the reply box, similar to this:

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