How can I see drafts by another agent?

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

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.