Only one person can be editing a ticket at a time to avoid conflicts with the changes they potentially be making.
To handle this, the help desk system will lock the ticket when the first person opens a ticket. When additional people open the same ticket it'll be in read-only mode, with a message on top showing who has the ticket open.
If a ticket is locked, the only thing that is available is replying to the ticket
On the other side, the person who originally locked the ticket will see that someone else has opened it
When the person who locked the ticket closes, it will automatically un-lock the ticket on the other user's screen.
If someone keeps a ticket open for longer than 15 minutes, the other user(s) will have the option to force unlock it. This will cause the person locking it's screen to reload, losing any changes they might have done.
