New
October 07, 2026
Collision detection in Tickets 🎉
What’s new
We are excited to introduce Collision detection for Tickets! Agents can now see exactly who is viewing a ticket in real time.
How it works
When an agent opens a ticket, a real-time presence indicator shows other team members that the ticket is currently being viewed. This status updates instantly, allowing for seamless visibility.
Please note: Collision detection currently works only in Tickets and is not available in Conversations.
Who it’s for
This feature is built for Support Agents and Customer Success teams. It is designed to help agents avoid duplicate effort and prevent situations where two people are simultaneously responding to the same ticket.