Collision detection
Understand how you can avoid "double emails" to your customer by using Keeping's advanced collision detection.

What is Collision Detection?

Keeping will display a notification if two agents are viewing a ticket at the same time. And if one agent attempts to reply to a ticket while another agent is composing a reply, Keeping will politely block the second agent. This prevents a customer from receiving multiple replies to the same message.

When Multiple Agents are Viewing a Ticket

If more than one agent is viewing a support ticket, Keeping will display a notification to each agent that others are viewing the same ticket.
Get notified when multiple agents are viewing a ticket.

When Another Agent is Composing a Reply

If a second agent attempts to start a reply when another agent is already composing a reply, Keeping will display a notification to the second agent. This notification can be dismissed by clicking the "Unlock" icon.
Another agent is working on the reply. Click Unlock to proceed anyway.
Last modified 25d ago