Collision detection: working safely in the same inbox

When two agents open the same ticket, EspressoDesk shows a small avatar badge at the top of the conversation with the name of the other agent who is viewing or replying.

This is live: it appears within a second and disappears when the other person leaves the ticket. It exists so you never send two different answers to the same customer.

If you see a colleague is already replying, either leave the ticket or add an internal note instead. For a permanent split of work, assign tickets to a specific agent from the ticket sidebar, or turn on automatic assignment so each new ticket already has an owner.

How it works in practice

When you open a ticket, your colleagues see that you are viewing it, and when you start typing a reply they see that too, live. Nobody has to claim a ticket or shout in a chat first.

Habits that avoid double replies

• Assign a ticket to yourself before you write a long answer, so the intention is visible even after you close the tab.
• If you see somebody else typing, leave an internal note instead of a public reply.
• Use the assignment filter or a saved view so each agent works from their own slice of the inbox.

Good to know

• Presence disappears as soon as you close the tab or lose your connection, so the indicator always reflects who is really there right now.
• Collision detection works across browser tabs and separate ticket windows.
• Nothing is blocked: two people can still answer at the same time if they insist. The point is to make that visible, not impossible.