Issue symptoms
When updating a ticket, the following error message appears:
Ticket #____ not saved. A change was made to this ticket as your update was being saved. Try again.
Causes
This is a collision error. Collision errors happen when two or more updates try to change a ticket at the same time. Update collisions can be disruptive and cause serious workflow problems.
If an agent sees this error message, something else updated the ticket just before the agent did. The two updates were about to collide, so Zendesk stopped it. The agent will need to re-submit their update.
If it happens at the same time as an agent's update, any update can cause this error. Here are common causes:
- Another agent opens the same ticket and submits their own update.
- An outside service updates the ticket with an API call at the same time the agentSubmitsthe ticket update.
- An installed app submits an update.
- Anautomationfires on the ticket when the agent updates the ticket.
- A call recording is added at the end of a Talk call
- A chat transcript is added at the end of a Chat or Messaging conversation
- A side conversation is created or updated
Resolution steps
It is normal to see this error occasionally in an active account. Update collisions happen at any time from any source.
然而,如果这个错误经常发生,可能会有an issue with a workflow. The first step is figuring out where the update collisions are coming from.
- When the error appears, return to the ticket and check the ticket events
- Look for other updates that happened around the same time
- Gather more examples and look for patterns
Once a pattern has been found, adjust the workflow to minimize update collisions. Every workflow is different.
- Check theticket events logto see what updated the ticket at the same time as the agent.
- Ifan appor API script creates a lot of unnecessary updates, consider changing the settings or disabling it
- If agents often update the same tickets at the same time, there may be an issue with agent collision. See this article for more information: troubleshooting agent collision in play mode
- Advise agents to wait a moment between starting a side conversation and updating the ticket
- Advise agents to wait for call recordings or conversation transcripts to appear before they update Talk, Chat, or Messaging tickets.
- Review any routing rules and automated updates that apply right after a ticket is created. These can impact agents who create their own tickets or open new customer tickets very quickly.
- Wait ten seconds before submitting your update again.
For more information, see the article:Troubleshooting agent collision in Play mode.
23 Comments
So, this has been happening to my team. However, the list given of reasons why this happens does not apply to us. Agent collision is not an issue since there are 3 people who update tickets, and none of them are ever on the same ticket at the same time. We do not use Play Mode. We do not use any APIs. We do not have any installed apps. We do not use calls through Zendesk. We do not use chat through Zendesk.
The only thing we do use is triggers and automations, but only the default ones upon setup: "Trigger Notify requester and CCs of comment update" is the only trigger we have. And the only automation we have is the default survey that sends out once the ticket is moved to a "Closed" status, so that should not be interrupting our tickets being saved.
Our agents are constantly getting this error when saving tickets, so we need to know how to rectify this error since it seems to be an issue not related to these causes.
HiShelbee Butler
As this needs troubleshooting, I went ahead & created a ticket for your concern from your community comment so that our Advocacy team can further troubleshoot what is happening on your agent's end. Please keep an eye out for an update from our team & also have aHAR fileready that documents what is happening on your agent's end. A HAR file can help identify what is going on from the browser & network's end as to why your team is getting that error.
Thank you Dainne, I appreciate you getting back to me about this. I will create that file and await your team's response.
Hi there!
My team is also experiencing the same problem. We realized that it happens when trying to submit a ticket with an attachment and when merging tickets.
我希望一切都好!请好心地看向我n the article that the causes of this can happen during any ticket update, therefore, displaying the message. Please see that for your case you should still apply the proposed resolution steps.
I hope this helps!
We are experiencing this issue too, more frequently over the last week. The troubleshooting suggestions don't seem to apply to us - we are very similar to the issue experienced by Shelbee Butler -
Agent collision is not an issue since there are 4 people who update tickets - none of them are ever on the same ticket at the same time. We do not use Play Mode. We do not use any APIs. We do not have any installed apps. We do not use calls through Zendesk. We do not use chat through Zendesk.
Our 4 agents are getting this error when saving tickets (saving as Open and Closed) but not when merging tickets. I have tried to see the Events history for what trigger or automation is occurring at the point of saving and cannot see anything obvious.
Has something change to cause this issue for multiple users all of a sudden?
Thanks,
We are experiencing this issue too now. It's become a global issue anytime we attempt to close a ticket that has an "inline link attachment" in the body of the message. We have reviewed the "events" logs and doesn't seem to be any conflicting triggers or automations happening in the background. Please help.
Additionally after the "Ticket Not Saved" message pops up ... and you go back to the ticket ... and resubmit it goes through.
Yes, same for us too. We only have the error message/conflict once and then any subsequent requests to save/try again is successful.
Thanks so much for bringing this to our attention! We will most likely need to assume into your account to see what's going on here. I'd recommend reaching out to our Customer Care team in your account so we can troubleshoot this with you further.
More information on reaching our customer care team here:Contacting Zendesk Customer Support
Cheers!
I've done that and not had a response - happy for someone from the Zendesk Customer Support team to reach out to me proactively.
Also, this problem seems to occur from the same time most days. Around 12.30pm NZT is when we experience this issue more frequently. This is also the time when fewer agents are on as they are taking lunch breaks so less like to be agents working the same ticket.
I'm going to create a ticket on your behalf so our Customer Care team can look into this for you.
You'll receive an email shortly stating your ticket has been created.
Cheers!
We have also been getting this over the last couple of weeks, at least.
I have replicated it. If you have a ticket at Pending, and the end-user replies with an attachment such as a screenshot pasted into the message, then the Agent replies with a public message.
Checking the events and we have
I have logged a ticket with Zendesk.
We are experiencing this same issue.
Like everyone else we've had multiple reports of this issue over the last week with from our agents as well (although they're able to resubmit successfully following the error).
Can you try reaching out to our Customer Care team using the following instructions:Contacting Zendesk Customer Support
They will need to take a look a couple ticket examples to figure out why this is happening.
Hi,
Like everyone else, we've had multiple reports of this issue over the last week withour agents as well (although they're able to resubmit successfully following the error).
We haven't received the help we need because upon trying Contacting Zendesk Customer Support, a chat bot is what responds and couldnt take care of our issue.
Hopefully someone reaches out to help us sort this out. Thanks!
I logged this with Zendesk on 20th June, I supplied a replicable case in our Zendesk instance, video recording and a .HAR file. I had to escalate the case (via Twitter) as nothing was happening with it and the last update from them on the 13th July is that it had been passed to the Dev team.
Perl, I'm going to create a ticket on your behalf so our team can investigate your issue as well.
Hi Dave,
I was trying to reply to the ticket you raised for my concern that was related to this but I keep on getting an error that says "Whoops, this email address is no longer monitored as we have moved our support experience to messaging in order to provide you with faster, more personalized support."
Please help me move forward about this issue so I can send the information you need. The issue still persists as of this writing. Thank you!
This has also been happening to me in my instance, and I'm the only agent. It's been a few months since this started, sometimes I will submit the change, not notice it, only to see an hour later that my SLA has gone over since I hadn't replied.
None of the causes here apply to me.
Can you try reaching out to our Customer Care team using the steps Dave shared above so they can dig into this with you? We will most likely need some ticket examples to see why this issue is occurring.
Thanks!
Pleasesign into leave a comment.