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.