Support → Settings → Miscellenious → Advanced → Agent collision

Introduction

The Agent Collision feature in SupportCandy’s helpdesk is designed to enhance collaboration among support agents by providing real-time visibility into which agents are currently accessing the same ticket. This feature adds a notice bar below the subject, notifying agents about their colleagues’ involvement in the ticket. This documentation will walk you through the usage and benefits of the Agent Collision feature.

How to enable

You can enable the agent collision from Support → Settings → Miscellenious → Advanced → Agent collision.

Understanding the widget

You can find the widget for agent collision on the individual ticket page. This widget gives you a list of other agents currently accessing the same ticket.