Agent Collision

Sometimes, two or more agents might answer the same query without each other’s knowledge. If you think that’s embarrassing, there is actually something worse - two agents giving contradictory answers to the same question.

A few things you can do make sure this never happens:

• Assign emails/tickets to specific agents as soon as they come in and make it clear that only the assigned agents can answer the ticket. Helpdesks have automations that assign tickets to agents based on certain keywords.
• Pick a helpdesk that has any form of Agent collision detection so the agent viewing the ticket can see if someone else is typing out a reply.

Resources

• 7 deadly sins of customer support