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.