The draft feature is for each agent; the draft saved by one of the agents cannot be viewed by another. 


Note: The drafts on the ticket reply editor will be available only for 24 hours. They will not be available if the agents are drafting the response as a public/private note.


Using the Agent Collision feature, you can see if another agent is already viewing or replying to a ticket in real-time. This feature is particularly useful for teams working on urgent or complex tickets, as it allows multiple agents to work on the same ticket simultaneously.




If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.