Ticket race notification

Discussion in 'Using the new Kayako' started by JohnM, Mar 3, 2017.

  1. JohnM

    JohnM New Member

    Hi there!

    I have tried looking and haven't seen anything for this which surprises me. But, is there some way either via a plugin or setting to have Kayako notify staff when they are ticket raced when a reply is submitted? This would help prevent accidental replies to customer inquiries that weren't actually seen.

    Thanks!
     
  2. JohnM

    JohnM New Member

    If this isn't a thing, how much would development of this feature cost someone to implement? The idea is thus:

    - Staff opens a ticket and begins reply.
    - Customer updates ticket while staff is writing reply.
    - Staff submits reply.
    - Kayako reloads reply tab (or just adds focused warning via AJAX) notifying them that they were ticket raced with the latest customer reply loaded below the reply box.
    - Upon staff resubmission, the reply will go through.
     
  3. JohnM

    JohnM New Member

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