@[deleted]Sorry for abusing this discussion a little bit, but related to agent collision avoidance we had a talk about that yesterday since it happened that my colleague and I responded at the same time (he was just 10-15 seconds quicker than me) but none of us noticed the lock on the ticket since (I guess) we opened the ticket at nearly the same time.To avoid such really rare (but possible) double responses, we thought it might be a good idea to implement kind of a check to verify that nothing changed on the ticket thread before the reply / internal note etc. is written to the database / goes out to the end user and if something changed, then display a banner / popup box that a new message was appended to the ticket thread and tell the agent to reload the ticket (or do it automatically for him/her). So basically the same like you sometimes see it on some forum software when you want to respond and a new answer was posted while you typed your response.Hope you understand what I mean ;)