Multiple technicians often engage with the same ticket simultaneously, leading to potential collision issues and duplicated efforts. To mitigate such mishaps SuperOps offers robust features like agent collision detection and auto refresh to manage your workflow effectively.
Agent Collision Detection:
SuperOps supports agent collision detection for various ticket-related actions, including:
Ticket Properties Update: Technicians can easily update ticket properties without worrying about conflicting modifications.
Side Conversations Update: Collaborative discussions within side conversations remain coherent, preventing disjointed communication.
Adding Notes and Replies: Avoid duplicate responses and maintain consistency in customer interactions by detecting simultaneous replies.
Enhanced Visibility:
You can now gain insightful cues about concurrent ticket activity for transparent correspondence.
Viewing Ticket Alerts: Instant notifications alert technicians when others are viewing the same ticket, preventing redundant analysis efforts.
Replying to Active Tickets: Awareness of ongoing replies by colleagues ensures coordinated and efficient customer support interventions.
Technician Status Indicators: Inactive icons signify when technicians have the ticket tab open but are engaged elsewhere, optimizing resource allocation
Auto-Refresh Functionality:
This feature ensures that any changes made to a ticket by another technician are promptly reflected across all active sessions. When another technician modifies a ticket you're actively working on, the ticket is automatically refreshed in a non-invasive manner to reflect the latest changes, and a pop-up is shown to indicate this. Upon hitting “Refresh” your ticket page will be updated.