Presence and collision warnings

Enterprise feature (new in 1.19.1, helpdesk). See the Helpdesk overview.

Two agents answering the same ticket at once send the requester two different answers. The desk now shows who else is on a ticket, and stops you before you send over a reply you haven’t read.

Who else is here

Under a ticket’s subject, the desk shows the other agents who have it open:

• Sam Lee is viewing while they have the ticket open;
• Sam Lee is replying, with typing dots, while they write in the composer;
• Sam and 2 others are viewing when there are several.

Nothing shows while you are the only one there. Only agents who work the ticket see it; requesters and CCs never do.

The desk checks in every 10 seconds while the ticket’s tab is visible, and someone counts as gone 30 seconds after their last check-in, for example when they close the tab or their laptop sleeps.

The warning before you send

If someone adds a reply or a note to the ticket while you are typing, Send doesn’t send straight away. A dialog opens instead, “Sam replied while you were typing”, with the messages you haven’t read under Messages you haven’t read:

• Keep editing puts you back in the composer with your text, so you can take their message into account. You aren’t warned again about the same messages.
• Discard mine throws your draft away.
• Send anyway sends your reply as it is (Add anyway for a note).

What counts as new: another agent’s reply or note, and a reply from the requester or a CC. Your own messages and system lines (such as “Assigned to Priya”) never trigger it.

The same check runs when you send a reply with a macro.