Multiple staff answering the same ticket?

[SenseiSteve]

The other point to bring up is each staff member has a different experience and level of knowledge. If one person doesn't know and they are to proud a they could keep a ticket held up for longer than what it needs to while they try to research it.

That can be solved by implementing a rule for level one support that goes like this: If you can't resolve an issue in X number of minutes, you need to transfer that ticket to level 2 support.

 

[nexthost]

I don't see this happening very often, as there is many ways to prevent it.

 

[HogWildMark]

If at all possible and you only have a small group of staff you can copy them all in using a central forwarding email to keep all in the loop. Other wise the first tech to handle the ticket should be the one to keep it going unless assistance is required.

 

[UNIXy | Isai]

A good way to avoid having multiple people working on the same tt is to have them change the ticket status. If it's one that you're able to assist with, change the status to "In Progress" to notify the client and your coworkers that it's being worked on. If I click on a tt and find that someone has already started a reply, I hang back, move on, and recheck in ~3 mins or so.

 

[web3k]

Does Kayako not have some form of tracking for tickets which allows bouncing between departments, tracking who has a ticket open etc?

We used WHMCS and find it great for our purposes. Less than 1% of our tickets in a month stay open for longer than a support shift as they're mainly quick enquires or fixes. Anything that is open at the end of a shift is 'handed over' to the next person to keep and eye on and follow-up.

 

[TWeber_TheSBA]

Our company uses SmarterTrack, which is a nice product. It has a very efficient ticket tracking system, and it's easy to distribute and transfer tickets to other agents. So with a 24/7/365 support team in different locations, we don't run into problems where multiple agents answer a ticket.

Along with good software, its high recommended to have a policy in place where a ticket doesn't just stay tied to one agent. And it should fall on the support agent to pass the ticket onto another agent if their shift ends and the customer expects an update or resolution of their issue before they return to work.

 

[hostclearly]

Our company uses WHMCS and sometimes it does happen, but we usually tell staff to flag the ticket to themselves unless they done working for the day. If it gets busy like during the day we use a IM chat room to say that we are handling specific tickets.

 

[nocsertech]

if more than one staff viewing the ticket, it will appear " staff A is viewing this ticket and start making a reply @ 9.33a.m "

so when we see it, we know we are not to answer it.

 

[koreawebhosting]

all of our softwares show us in a form of warning that another staff is replying to the ticket.

 

[nocsertech]

all of our softwares show us in a form of warning that another staff is replying to the ticket.

yes, that's same with us.

usually, when a company assign more than one staff to handle the ticket section, it will have warning about who's online and viewing/replying the ticket

 

[Joes Datacenter]

We use Ubersmith and it not only lets someone know if another person is making a reply but we also utilize the feature to assign a specific tech as an owner of that ticket.

 

[perfectip]

We also use Ubersmith for that same reason. We like that we can assign the ticket to a specific person to avoid such confusion.