When the agent opens a reply, the ticket is locked by default. Maybe it would be ideal to have any kind of background check (xhr or websocket push) if new activity occurs on that locked ticket and just alert the agent on the compose screen or when they hit the button to add the reply - "there is new activity on this ticket, are you sure you want to send this message"...
When the agent opens a reply, the ticket is locked by default. Maybe it would be ideal to have any kind of background check (xhr or websocket push) if new activity occurs on that locked ticket and just alert the agent on the compose screen or when they hit the button to add the reply - "there is new activity on this ticket, are you sure you want to send this message"...
It could then converted into a draft instead?