Can two people work on the same ticket at the same time?

Deskhero prevents collisions with ticket locks. When you start writing a reply (or click the padlock on a ticket) the ticket is locked to you: your colleagues see the padlock and who is holding it in real time, and changes to the ticket are blocked for them with a clear message until the lock is released. The lock releases when you unlock it and expires by itself after five minutes without activity, so a closed laptop never leaves a ticket stuck. If anything goes wrong with the lock service, Deskhero fails open: ticket work is never blocked by the locking itself.