{"id":29933,"date":"2025-02-06T10:56:27","date_gmt":"2025-02-06T10:56:27","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=29933"},"modified":"2026-03-17T06:29:20","modified_gmt":"2026-03-17T06:29:20","slug":"real-time-updates-and-collision-detection","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/real-time-updates-and-collision-detection\/","title":{"rendered":"Real-time updates and collision detection in ticketing"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"29933\" class=\"elementor elementor-29933\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-921d489 e-flex e-con-boxed e-con e-parent\" data-id=\"921d489\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6b4fbc8 elementor-widget elementor-widget-template\" data-id=\"6b4fbc8\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3bfcbe elementor-widget elementor-widget-text-editor\" data-id=\"e3bfcbe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW235564937 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\">One of the biggest challenges in managing a helpdesk is ensuring that multiple agents <\/span><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\">don\u2019t<\/span><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\"> accidentally duplicate or conflict with each other\u2019s responses. This can lead to confusion, delays, and frustration for both agents and customers alike. To tackle this challenge, Desk365 offers two powerful features: <\/span><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\">Real-<\/span><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\">Time Updates<\/span><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\"> and <\/span><span class=\"NormalTextRun SCXW235564937 BCX0\" data-ccp-parastyle=\"heading 3\">Collision Detection, designed to streamline ticket management and improve the overall efficiency of customer support operations.<\/span><\/span><span class=\"EOP SCXW235564937 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-486b359 e-flex e-con-boxed e-con e-parent\" data-id=\"486b359\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-50d9f21 elementor-widget elementor-widget-heading\" data-id=\"50d9f21\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Real-time updates<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da3d688 elementor-widget elementor-widget-text-editor\" data-id=\"da3d688\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW145452289 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW145452289 BCX0\">Desk365\u2019s real-time alerts enhance ticket management by keeping all agents in the helpdesk informed about ticket activities as they happen. These alerts appear prominently at the top of the screen, whether agents are viewing the ticket list or working <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW145452289 BCX0\">inside<\/span><span class=\"NormalTextRun SCXW145452289 BCX0\"> a specific ticket. Notification popups display clear messages such <\/span><span class=\"NormalTextRun SCXW145452289 BCX0\">as \u201c<\/span><span class=\"NormalTextRun SCXW145452289 BCX0\">1 New Ticket,\u201d \u201c1 Ticket Update<\/span><span class=\"NormalTextRun SCXW145452289 BCX0\">d<\/span><span class=\"NormalTextRun SCXW145452289 BCX0\">,\u201d and include the ticket number and subject for quick context. Alerts are also triggered for actions like ticket deletion or when a ticket is moved to spam, ensuring nothing slips through the cracks. These pop-ups also include a refresh button, allowing agents to instantly reload their view and stay fully <\/span><span class=\"NormalTextRun SCXW145452289 BCX0\">in sync<\/span><span class=\"NormalTextRun SCXW145452289 BCX0\"> with the latest ticket activity.<\/span><\/span><span class=\"EOP SCXW145452289 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c50909 elementor-widget elementor-widget-image\" data-id=\"6c50909\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/web-socket-showing-ticket-updates-1-1024x484.webp\" class=\"attachment-large size-large wp-image-32574\" alt=\"web-socket-showing-ticket-updates\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/web-socket-showing-ticket-updates-1-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/web-socket-showing-ticket-updates-1-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/web-socket-showing-ticket-updates-1-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/web-socket-showing-ticket-updates-1-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/web-socket-showing-ticket-updates-1.webp 1919w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d575b1a elementor-widget elementor-widget-text-editor\" data-id=\"d575b1a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ticket\u00a0list\u00a0view<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-643bee4 elementor-widget elementor-widget-image\" data-id=\"643bee4\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/real-time-notification-ticket-details-view-1024x484.webp\" class=\"attachment-large size-large wp-image-32066\" alt=\"real-time-notification-ticket-details-view\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/real-time-notification-ticket-details-view-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/real-time-notification-ticket-details-view-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/real-time-notification-ticket-details-view-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/real-time-notification-ticket-details-view-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/real-time-notification-ticket-details-view.webp 1917w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-09a7b9d elementor-widget elementor-widget-text-editor\" data-id=\"09a7b9d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Individual\u00a0ticket\u00a0view<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-26d9d48 e-flex e-con-boxed e-con e-parent\" data-id=\"26d9d48\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-80dba48 elementor-widget elementor-widget-heading\" data-id=\"80dba48\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">When do you receive real-time alerts?<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f57b446 elementor-widget elementor-widget-text-editor\" data-id=\"f57b446\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Desk365 ensures that you stay on top of all important ticket activities by providing real-time notifications whenever there are new ticket or updates.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><b><span data-contrast=\"auto\">New tickets:\u00a0<\/span><\/b><span data-contrast=\"auto\">Get notified instantly when a new ticket is created in your helpdesk.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559682&quot;:5,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Ticket updates:<\/span><\/b><span data-contrast=\"auto\">\u00a0Stay informed whenever there\u2019s activity on a ticket. This includes responses from the ticket requester (Contact), updates by other agents (like changes to ticket properties or replies), automation rules being applied, round-robin assignments, and more. Every new activity on a ticket triggers an in-app alert for agents who have access to it, ensuring you never miss a thing.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6969192 e-flex e-con-boxed e-con e-parent\" data-id=\"6969192\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f301c12 elementor-widget elementor-widget-heading\" data-id=\"f301c12\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Alert access and visibility <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-852e0a3 elementor-widget elementor-widget-text-editor\" data-id=\"852e0a3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW192382008 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW192382008 BCX0\">To ensure that you only receive the most relevant updates, Desk365 customizes the visibility and delivery of real-time alerts based on your access level and the ticket view <\/span><span class=\"NormalTextRun SCXW192382008 BCX0\">you\u2019re<\/span><span class=\"NormalTextRun SCXW192382008 BCX0\"> working with. This ensures agents are not overwhelmed by unnecessary notifications.<\/span><\/span><span class=\"EOP SCXW192382008 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f32140d e-flex e-con-boxed e-con e-parent\" data-id=\"f32140d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8b9a20f elementor-widget elementor-widget-heading\" data-id=\"8b9a20f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">1. Access-based alerts <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6155bb0 elementor-widget elementor-widget-text-editor\" data-id=\"6155bb0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW160597284 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW160597284 BCX0\">Real-time alerts are only sent to agents who have access to th<\/span><span class=\"NormalTextRun SCXW160597284 BCX0\">ose <\/span><span class=\"NormalTextRun SCXW160597284 BCX0\">tickets.<\/span> <span class=\"NormalTextRun SCXW160597284 BCX0\">If you have limited access, such as group-only access, <\/span><span class=\"NormalTextRun SCXW160597284 BCX0\">you\u2019ll<\/span><span class=\"NormalTextRun SCXW160597284 BCX0\"> only receive alerts for tickets assigned to your group.<\/span><\/span><span class=\"EOP SCXW160597284 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0944e0e e-flex e-con-boxed e-con e-parent\" data-id=\"0944e0e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-55dbd75 elementor-widget elementor-widget-heading\" data-id=\"55dbd75\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">2. View-based alerts <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b25aa7 elementor-widget elementor-widget-text-editor\" data-id=\"1b25aa7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If you\u2019re on any of the <\/span>default or custom views<span data-contrast=\"auto\">, you\u2019ll only receive alerts for tickets that meet the filters of that view. If a ticket that gets an update doesn\u2019t match your current view filters, you won\u2019t be notified, as the ticket isn\u2019t available in your view.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This ensures you only receive relevant notifications for tickets you\u2019re working on.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2a54e15 e-flex e-con-boxed e-con e-parent\" data-id=\"2a54e15\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-973ee60 elementor-widget elementor-widget-heading\" data-id=\"973ee60\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Collision detection <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-311ed81 elementor-widget elementor-widget-text-editor\" data-id=\"311ed81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW3355498 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW3355498 BCX0\">Desk365\u2019s collision detection system uses sophisticated algorithms to detect when multiple agents are simultaneously working on the same ticket. This system is designed to prevent any overlap or redundancy in ticket responses, ensuring that customers receive a consistent and <\/span><span class=\"NormalTextRun SCXW3355498 BCX0\">timely<\/span><span class=\"NormalTextRun SCXW3355498 BCX0\"> response from the helpdesk.<\/span><\/span><span class=\"EOP SCXW3355498 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-562332b e-flex e-con-boxed e-con e-parent\" data-id=\"562332b\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a7a4eba elementor-widget elementor-widget-heading\" data-id=\"a7a4eba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How does collision detection work? <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d915064 elementor-widget elementor-widget-text-editor\" data-id=\"d915064\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><b><span data-contrast=\"auto\">Real-time monitoring: <\/span><\/b><span data-contrast=\"auto\">The system actively monitors all tickets being worked on.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Collision avoidance:<\/span><\/b><span data-contrast=\"auto\"> When two or more agents attempt to respond to the same ticket at the same time, the system detects this scenario and immediately alerts the agents through a notification banner that appears prominently at the top of their reply editor window.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-058ac62 e-flex e-con-boxed e-con e-parent\" data-id=\"058ac62\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-70d98f7 elementor-widget elementor-widget-image\" data-id=\"70d98f7\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/collision-detection-in-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-32065\" alt=\"collision-detection-in-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/collision-detection-in-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/collision-detection-in-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/collision-detection-in-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/collision-detection-in-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2025\/02\/collision-detection-in-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dfc9f77 e-flex e-con-boxed e-con e-parent\" data-id=\"dfc9f77\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3cbde3e elementor-widget elementor-widget-text-editor\" data-id=\"3cbde3e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW31837147 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW31837147 BCX0\">This feature encourages teamwork, enhances response accuracy, and <\/span><span class=\"NormalTextRun SCXW31837147 BCX0\">eliminates<\/span><span class=\"NormalTextRun SCXW31837147 BCX0\"> confusion, ensuring seamless communication with customers.<\/span><\/span><span class=\"EOP SCXW31837147 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dc33a3c e-flex e-con-boxed e-con e-parent\" data-id=\"dc33a3c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f745990 elementor-widget elementor-widget-heading\" data-id=\"f745990\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Benefits of real-time updates and collision detection <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6febb0f elementor-widget elementor-widget-text-editor\" data-id=\"6febb0f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span data-contrast=\"auto\">Real-time alerts help agents stay aware of high-priority tickets and urgent updates.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Teams with short SLAs or time-critical deadlines are instantly notified of new tickets or updates with real-time alerts. This helps maintain SLA compliance by allowing quicker responses and resolutions.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Alerts keep agents focused on what matters most, enhancing productivity by eliminating the need to manually refresh pages for updates.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Alerts about potential collisions ensure agents coordinate better, avoiding redundant efforts.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Collision detection minimizes duplicate or conflicting responses to tickets, enabling smoother teamwork.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">It reduces customer frustration and fosters trust through reliable communication.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a03dcfc e-flex e-con-boxed e-con e-parent\" data-id=\"a03dcfc\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b529787 elementor-widget elementor-widget-text-editor\" data-id=\"b529787\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW263898434 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW263898434 BCX0\"><a href=\"https:\/\/www.desk365.io\/\" target=\"_blank\" rel=\"noopener\">Desk365<\/a>\u2019s <\/span><span class=\"NormalTextRun SCXW263898434 BCX0\">real-time alerts and <\/span><span class=\"NormalTextRun SCXW263898434 BCX0\">collision detection <\/span><span class=\"NormalTextRun SCXW263898434 BCX0\">are<\/span><span class=\"NormalTextRun SCXW263898434 BCX0\"> essential tools to deliver exceptional customer service. <\/span><span class=\"NormalTextRun SCXW263898434 BCX0\">These features not only improve the efficiency and accuracy of ticket management but also foster better collaboration among agents.<\/span><span class=\"NormalTextRun SCXW263898434 BCX0\"> By implementing these advanced capabilities, Desk365 helps businesses build trust and satisfaction with their customers, setting the stage for long-term success.<\/span><\/span><span class=\"EOP SCXW263898434 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17829,"menu_order":12,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-29933","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29933","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=29933"}],"version-history":[{"count":72,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29933\/revisions"}],"predecessor-version":[{"id":35937,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29933\/revisions\/35937"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17829"}],"next":[{"title":"A comprehensive guide to change\/approval management in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/change-approval-management\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30001"}],"prev":[{"title":"Understanding the watcher feature in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/understanding-the-watcher-feature-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26848"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=29933"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=29933"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}