Agent collision — two agents replying simultaneously

We keep having incidents where two agents reply to the same ticket within seconds of each other, sending contradictory answers to customers. Is there a locking mechanism?

This is a known pain point. We have a 'ticket locking' feature in beta — when an agent opens a ticket, others see a banner saying 'Sarah is viewing this ticket' and replies are queued rather than sent immediately. Want me to enable the beta for your account?

Yes please! How does the queue work exactly?

When Agent B tries to reply while Agent A has the lock, their reply goes into a 'pending review' state. Agent A sees a notification that a conflicting reply exists and can merge, replace, or discard it. I've enabled the beta for your org.