In the past we had the problem, that two agents simultaneously answered the same ticket. To prevent this in future we’d like to see a clearly visible, prominently placed warning if an agent tries to answer (or in someway work) on a ticket that somebody else already works on at the moment.
Optionally it should be possible to completely block simultaneous working on a ticket by disabling the respective elements (once an agent starts to work on a ticket) for all other agents.
We’re aware of both features. Our problem is, that these little icons in the lower left part of the screen are indeed fairly hard to recognize. I don’t think the current implementation serves it’s purpose if it can be missed easily.