It's amazing to see your support staff working passionately with so much of enthusiasm but like an old saying, too much of everything could become a menace.
It's quite natural that two agents might be working on the same ticket and simultaneously made a response. It's better not to dip your toes in the same bucket and wasting time over the ticket that is already taken care off.
Now, the agent can see on the real time how many viewers are working on the same ticket which will avoid multiple replies to the customer from the multiple agents.
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