Within Teamwork Desk you can use the collision detection feature to ensure that you and your fellow agents do not reply to the same customer at the same time.
Collision detection is turned on by default within your inboxes and will show you when another agent is viewing or replying to a ticket.
When you and another agent are viewing the same ticket you will see their name above the ticket information:
When an agent has already started to reply to a ticket that you enter then you will see a red band to the top of a ticket notifying you of this:
When you are viewing the list of tickets in a particular inbox, any ticket that is currently being viewed by another agent will show their profile picture beside the customer.
If an agent is replying to the ticket, you will also see an pencil icon:
Note: Collision detection is available on the Starter plan and above.
As a backup to collision detection, an additional safeguard called Traffic Cop is in place in Teamwork Desk.
If a reply has been sent by another agent on a ticket that you have open and you cannot see that last reply in the interface when you are writing your reply, Traffic Cop will be triggered, displaying a warning with options to cancel or proceed:
For more information, see: Creating and using canned responses