Avoiding duplicate replies when multiple agents are on a ticket

Seeing who else is on a ticket

If another agent has a ticket open at the same time as you, you'll see a small notice above the reply box: "[Name] is also viewing this ticket." If they're actively composing a reply, it upgrades to "[Name] is typing…" instead.

The soft confirmation on Send

If you click Send while someone else is viewing or typing on the same ticket, you'll get a quick confirmation prompt naming them before your reply actually goes out. This isn't a hard block — you can still send. It's there so two agents don't accidentally answer the same customer message at the same time.

What counts as "viewing"

An agent counts as viewing a ticket for as long as it's open in their ticket detail panel. This clears automatically the moment they open a different ticket or close their browser tab — there's nothing to manually release.

Limitations

This is a live, in-the-moment indicator, not a lock or a queueing system — it won't stop two agents from replying within the same second of each other, and it only reflects agents connected to the Helpdesk right now. It's a heads-up, not a guarantee.