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

Last updated: 2017-07-25

Source: https://support.freshdesk.com/support/solutions/articles/226443-how-do-we-check-if-an-agent-is-answering-replying-to-your-ticket-

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.