Possible queries:
The agents don't see when another agent is responding to a ticket or whatching a ticket.
Resolution Path:
- The agent collision feature helps in avoiding two agents to work on the same ticket by indicating if another agent is viewing the ticket or drafting a note/reply.
- In the newer plans, this feature is available for Growth, Pro and Enterprise plans. In the older plans, it is available for Blossom 19 & 20, Garden 19 & 20, all Estate and all Forest plans.
There is a feature comparison sheet that can be referred to as well - https://docs.google.com/spreadsheets/d/1ZyyQ0CrIvH_nPkY0hLRanTdNruc-PcAGB6OG4tiLSAk/edit?usp=sharing