Feature Request Summary
When an agent is editing a ticket, other persons on the ticket would not be able to edit the ticket at the same time. This would prevent agents from duplicating work if they do not see that someone else is on the ticket.
Use Case
Agents don't always notice another agent on the ticket, so they both begin working on the ticket and making edits. Unfortunately, sometimes they both submit and the end user receives two messages.
Product limitation or missing feature
Editing on a ticket is live for all people on a time and not collaborative. Collaborative would be difficult with different internet connection speeds.
Business impact of limitation or missing feature
End users receive multiple messages from agents.
Other necessary information or resources
Omnichannel routing will be useful to prevent serving tickets to multiple agents when it's automatic, but not all processes fall under the automatic serving, so this would be a helpful change.