Features & How It Works – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 20 Aug 2026 05:33:12 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Features & How It Works – SupportCandy https://supportcandy.net 32 32 Agent Collision https://supportcandy.net/docs/agent-collision-widget/ Mon, 02 Oct 2023 09:36:38 +0000 https://supportcandy.net/?post_type=docs&p=331325
Overview

The Agent Collision feature helps support agents avoid working on the same ticket at the same time without knowing that another agent is already accessing it.

When multiple agents access the same ticket, SupportCandy displays a notice in the ‘Currently viewing’ widget showing which other agents are currently viewing the ticket. This improves collaboration and helps prevent duplicate work or conflicting responses.

Where to Find

Go to Support → Settings → Miscellaneous → Advanced → Agent Collision.

Agent collision
How to Enable Agent Collision
  1. Go to Support → Settings → Miscellaneous → Advanced.
  2. Locate Agent Collision.
  3. Enable the Agent Collision option.
  4. Save the settings.

Once enabled, the feature is available on individual ticket pages.

Agent Collision Widget

The Agent Collision widget is displayed on the individual ticket page.
It shows a list of other support agents who are currently accessing the same ticket.
Agents can use this information to identify who else is working on the ticket and coordinate their actions accordingly.

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