See who is viewing a ticket

When two agents answer the same customer at the same time, the customer gets two different replies. ChaosDesk shows you who else is on a ticket so that does not happen.

The presence badge

When a colleague has the ticket open, a badge with their avatar appears in the ticket header:

• Ana is viewing: one colleague has the ticket open.
• Ana and 2 others are here: several colleagues have it open.
• Ana is typing…: a colleague is writing a reply or note right now. The badge is highlighted and shows a pencil.

Hover over the badge to see Also on this ticket, the full list of people and what each of them is doing.

You never see yourself in the badge. When nobody else is there, it disappears.

How it stays up to date

• While you have a ticket open, ChaosDesk tells your colleagues every few seconds that you are viewing it.
• When you close the tab or leave the ticket, you drop off their badge straight away. If your browser closes unexpectedly, you drop off within about 30 seconds.
• Typing shows for a few seconds after your last keystroke, then turns back into viewing. Sending or clearing your reply ends it at once.

If someone saves first

If a colleague updates the ticket while you are working on it, your changes are not lost. When you submit, ChaosDesk tells you This ticket was updated by someone else. Your reply and staged changes are kept: choose Reload ticket, review the latest version, then submit again.

Related

• The agent workspace
• Mention a teammate
• Assign a ticket