What is Collision Detection?
Collision detection prevents the embarrassing situation where two agents reply to the same ticket simultaneously. When another agent is viewing or typing a reply to a ticket you're also viewing, you'll see a real-time indicator.
How It Works
- 1. When you open a ticket, Zupport checks if another agent is also viewing it
- 2. A banner appears showing which agent(s) are currently on the ticket
- 3. If another agent is actively typing, you'll see a typing indicator
- 4. After an agent sends a reply, the ticket updates in real-time for all viewers
Best Practices
- 1. If you see another agent is already working on a ticket, move on to the next one
- 2. Use internal notes to coordinate with the other agent if needed
- 3. Assign tickets to yourself before replying to signal you're handling it
💡 Note: Collision detection works automatically — no configuration required. It's enabled by default for all workspaces.