How can organizations prevent agent collisions?

Prevent collisions by locking tickets during work, displaying real-time status, and clearly defining single ownership.

What Is Agent Collision in Ticketing?

Q: What is agent collision in ticketing?

Agent collision occurs when multiple agents work on the same ticket simultaneously, resulting in duplicated effort and conflicting information.

Agent collision occurs when multiple agents work on the same ticket simultaneously, resulting in duplicated effort, conflicting changes, and wasted time. Modern ticketing systems prevent collisions through locking mechanisms.

How Agent Collision Happens

Two agents open the same ticket without visibility of each other
No locking or conflict detection in the system
Ticket is not properly marked as “in progress”
Communication between agents is insufficient

Problems Caused by Collisions

Duplicate work and wasted agent time
Conflicting information sent to the user
Confusion about current ticket status
Higher cost per resolution

How to Prevent Collisions

Lock tickets when an agent opens them for work
Display real-time status of who is working on a ticket
Set clear expectations that only one agent owns a ticket at a time
Use activity feeds to show what other agents are doing

When Multiple Agents Is Appropriate

Some situations require collaboration—for example, escalations, complex problems, or knowledge transfer. These should be explicitly managed, not accidental collisions.

Industry Insight

Zendesk notes that preventing collisions reduces handling time by 10-15%.

Learn Concurrent Work Management

Concurrency concepts are discussed on Wikipedia.

How TicketingNext Prevents Collisions

TicketingNext locks tickets during work, shows real-time status, and prevents accidental collisions. See TicketingNext features or explore use cases.

Need to prevent agent collisions? Contact our team.