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Solution home Freshdesk FAQ Ticketing Workflow

How do we check if an agent is answering/replying to your ticket ?

Modified on: Tue, 25 Jul, 2017 at 7:39 PM

If there are multiple agents replying to a ticket, you could be notified regarding that within the ticket as well. There would be a "Pen" icon on the top-left side within a ticket. If the symbol displays a number, it would mean that those many agents are currently replying to the ticket and you could click on the icon to view the agents' names.