Agent Collision Detection

• Related Articles

• Avoiding Agent Collision Over Tickets

  It is quite common for an agent to start replying to a ticket without knowing that one of them is already working on it. This eventually ends up with customers receiving more than one response to their support ticket. The melee is not just about the ...

• Deleting an agent

  Sometimes agents in your organization may quit or move to a different business unit. In such cases, you could delete those users after transferring ownership of their records to other agents. What happens to deleted agents?  When you delete an agent, ...

• Can a Support Agent be associated with multiple Portals?

  Yes, Support Agent can be associate to multiple Portals. As soon as the Support rep log-in, associated Portal URL's are listed. Support rep can click on a Portal to view/reply tickets.

• I'm unable to Deactivate a Support Agent. Why?

  If you are unable to deactivate a support agent, check whether the support agent is the primary contact. To check the same, follow the step mentioned below.  Goto Setup>Organization Settings>Company Details  Check whether the support agent is listed ...

• How can I restrict customize permission for Support Agent?

  You can restrict this at Profiles. Goto Setup >Admin Settings >Profiles Edit the standard profile or create a new profile and un-check the option Customize Zoho Support under Admin Options. Associate this Profile to the Support Agent (Setup >Admin ...