There really needs to be a better system in place for notifying a group upon ticket assignment. There are just too many instances where an agent in our support group responds to a ticket then another agent follows with a redundant response because they had no idea of the first response. This seems pretty dang important and trivial to fix.
We've have implemented Agent Collision Detection and Round Robin of Ticket Assignment, which is available in our Estate plan.
Round Robin will automatically assign the Ticket to the Agents in the respective group, so there is no confusion between Agents. Agent collision will notify the Agent, when some other Agent logs in and tries to reply to the Ticket.
If you wish, we can ask your Account Manager to contact you and assist you with a good offer on these.