How do I allow agents to have multiple In Progress tickets?
By default each agent can have one ticket in In Progress at a time, so it is clear what they are working on. Administrators can lift this limit.
- Go to Settings > Web Channel
- Turn on Allow Multiple In-Progress Status
- Click Save
The change applies immediately. Agents do not need to sign out.
When the setting is off
An agent can hold one In Progress ticket. The limit is checked in two places, so agents see one of two messages:
- Setting a second ticket to In Progress — "You currently have ticket #1042 In Progress."
- Assigning an In Progress ticket to an agent who already has one — "Ticket #1187 not assigned. Priya currently have ticket #1042 marked as In Progress."
When the setting is on
Agents can hold as many In Progress tickets as they need. No limit is applied.
Notes
- The limit follows the ticket's assigned agent, not the person making the change.
- Tickets with no agent assigned are never blocked.
- Turning the setting off later does not change tickets already In Progress. Only new ones are blocked.
- This is different from assigning multiple agents to one ticket, which is not supported. See "Can I assign multiple agents for a ticket?"
