A single ticket can only be managed by one agent at any given time. When an agent is actively engaged in a conversation with a customer within a ticket, that particular ticket becomes temporarily blocked for other agents to contribute.
John cannot reply as Luke is writing a message
Let's illustrate this with an example:
Suppose John wants to respond to a ticket from Leia. As he clicks on the ticket, he notices that his colleague, Luke, is already in the process of composing a reply. John receives a notification indicating that Luke is presently writing a response, and he can also see Luke's profile picture, signifying that Luke is actively working on the ticket.
Conversely, Luke is also aware that John has accessed the ticket, and he can see John's profile picture.
If, however, John still wishes to take over and respond to the ticket, he has the option to self-assign the ticket. Nonetheless, it is advisable to communicate and coordinate with one another beforehand to ensure a harmonious workflow—plus, let's not forget that Luke possesses some special powers 😉
