This feature is specifically designed for email supervisor. The functionality helps to avoid accessing a ticket by a supervisor if some other supervisor is working on it.
The needed condition for this feature is that the supervisors should be from the same skill.
When one supervisor is working on a particular ticket, it will be shown locked to all other supervisors of the same skill as displayed in the below screen-
The same ticket would be displayed available to the supervisor who is working on it. This is as shown below-
Conditions-
- If supervisor “A” starts typing for a ticket in CK editor (CK editor is the area where agent or supervisor can type to reply a ticket), at the same time supervisor “B” will observe that same ticket is locked for him.
- If supervisor “A” completes typing and sends reply then the same ticket will be unlocked for supervisor “B”
- If supervisor “A” types a reply for a ticket and he composes another ticket without finishing the reply of previous ticket then in such a scenario the previous ticket will be displayed locked for supervisor “B” as supervisor “A” is still on same ticket and hasn’t send reply.
- If supervisor “A” is typing for a ticket and before sending the reply he logs out from the system then same ticket will be unlocked for supervisor “B”
- If supervisor “A” types texts for a ticket in editor and during this he navigates to Chat tab and navigates back to email tab then in this scenario the same ticket will be locked for supervisor “B”.