While typing up a response to one of my tickets today, my supervisor responded to the ticket first. I had no knowledge of this when it happened, so I submitted my response a few minutes later, none the wiser. When I see the email notifications about the ticket, I see his response and that it came before mine and now the internal customer is confused as we both took different approaches to the ticket. This is not the first time this has happened; I pretty much encounter it 2 to 3 times a week.
I do not believe it to be reasonable to expect agents to refresh their screen moments before submitting their response to check for additional responses. If I am formulating instructions to a problem or compiling findings to deliver to a client, it takes a while. On a smaller team where we share responsibilities, this is an annoyance.
What we need is some way to be notified on screen within the agent portal view of the incident that a new comment has been made or the incident has been updated, whether that's immediately updating the current view to react to the change in the ticket or using a toast to alert the user to changes before they submit.
