Agent Collision Detection

Avoid duplication with real-time indicators showing when someone else is viewing or replying to a request.
Example of Agent Collision Detection
When two or more agents are viewing the same ticket, all agents will be shown an indicator letting them know others are viewing the request. If they begin editing the request by writing a note or changing any fields, all other agents viewing the request will be notified of that and prevent any duplication of effort.
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