Pop up notification that another technician has a ticket opened
One annoyance that we have had so far with Kace compared to our previuos Help Desk system (TrackIt) is that when a new ticket comes in, multiple people will start looking at it. Without any of them knowing someone else is working on it, you end up with 2 or more people contacting the same user about the same issue. It would be nice if there was some sort of pop up or something on the screen when you opened a ticket, that someone else already has it open. Something like "Joe smith is currently viewing this ticket". Then I would know that Joe is already on it. Some users love when a few of us are "on top" of things, but others get annoyed that they're getting multiple calls on the same thing.
I agree. At least show a notification a ticket that the ticket is currently open by someone and who also has it open. Another great feature is a notification, to those who have it open, to show that someone has assigned the ticket to themselves or someone else.
Steve Vierneisel commented
This would be a great feature to add. We are a global company and sometimes Techs are working out of the same queue from different locations across the globe. This would allow for them to be warned before doing any sort of changes to the ticket as it is being worked on by another tech