How do I see who else is viewing or responding to a ticket?

Our real-time collaboration features help prevent duplicate work and improve agent coordination by showing you when other agents are viewing or responding to the same ticket.

When another team member is viewing the same ticket as you:

• Their avatar will appear at the top of the ticket

• If they are typing a response, the editor will be highlighted in their assigned color

This allows you to:

• Avoid duplicate responses by seeing when another agent is already working on a reply

• Coordinate with other agents who are viewing the same ticket

• Ensure efficient ticket handling by preventing multiple agents from working on the same ticket simultaneously