Ticket visibility to service desk agents

[Radhika Rajendran]

There are multiple agents in my service desk team. Everyone gets notification email if an issue is created and they all view that ticket at the same time.  Is there a way to notify an agent if an unassigned ticket is being viewed by another agent? 

[David Friedrich]

Hi @Radhika Rajendran ,

nafaik. Your problem can be solved by adjusting your process. For example, you could introduce a dispatcher, someone who screens new tickets and assigns them to someone in the team according to their expertise. Or you could create an automation that assigns the agent who currently has the fewest tickets based on the workload in the team. There is actually an automation template for this ready to use.

[Samuel Gatica _ServiceRocket_]

Hi @Radhika Rajendran 

There is a suggestion open for this issue at Collaborative Editing - Add visual indicators when multiple users are editing or viewing a Jira Issue 

Please also check this post: How to see who is actively working on or viewing an Issue? 

Best regards

Sam