In a collaborative situation, it is useful to know if another user is on a ticket at the same time. A unique feature is available within the desk for analysts (that is any non-customer role).

When you open a ticket, a small sticky green box at the bottom right of the screen indicates who is on the ticket at the same time as you are viewing it.

This view is not available to customer role. However, an analyst can still see if someone with a customer role is on the same ticket.

Not only can you see who else is on the ticket, but you will also be alerted if another user makes an update to the ticket while you were viewing it. The box turns red. A refresh link will also be displayed so you can view changes on the audit trail of the ticket.

Note: Minor updates (like changing category and so on) to the ticket do not count towards update.