This release introduces Agent Collision Detection for Ticketing & Messaging, allowing agents to see when other team members are viewing or editing the same ticket. By providing real-time visibility into ticket activity, the feature helps teams collaborate more effectively and reduces duplicate work when multiple agents are involved.

When multiple agents access the same ticket, Agent Console now indicates whether another agent is viewing or editing the ticket. Agents can also see who is currently viewing or editing the ticket from the Info panel, helping teams coordinate ticket ownership more effectively.

Editing activity includes composing public replies, adding internal notes, enhancing text with AI Copilot, generating email drafts or summaries, modifying ticket fields, and other ticket updates. If an agent has no new activity for 3 minutes, the activity indicator becomes dimmed and displays an elapsed-time status, such as "Agent was editing X minutes ago." If no further activity is detected, the indicator is automatically removed after approximately 8 minutes from the last activity.