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JSM ticketing real-time collaboration difficult

REG23 December 8, 2022


Agents don't see who is watching the ticket (as it works in other ticketing tools)
UI doesn't refresh when other agents assign the ticket or change the request type.

For example, I am an agent and opened an unassigned ticket. I do not see if others also watching and working on this ticket or even assigning before me. I wrote a customer visible comment and realized later that another agent also wrote a comment a few seconds before. Our agents solve hundreds of tickets every hour.

How do you use this tool for customer support??? 

1 answer

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Joseph Chung Yin
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December 8, 2022

@REG23 -

As per best practice, issue should be handled and addressed by one agent as the issue assignee.  Afterward, he/she will processed the issues and other agents should not get involved.

Based on your information, it seems that every agent is jumping on all the issues where it should be avoided.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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