Helpdesk Pro: Is a ticket locked while responding?

With Helpdesk Pro, can I avoid multiple staffs responding to the same ticket at the same time?

Hi Nakamura

Unfortunately, Helpdesk Pro could not prevent that. Actually, multiple users can access to the same support ticket and reply it in the same time

Tuan

Hi Tuan,

Thank you for your reply.
I'm disapointed to hear that...

Anyway, Thank you very much!

Hello,

I talked with my client about this topic,
and I have another question now.

After a staff assigns a ticket to him,
I want to make him the only staff who can reply to the ticket.

If the other staffs try to write a reply to it,
I want Helpdesk Pro to prohibit their action with warnings.

Is it possible with Helpdesk Pro?

If you assign ticket to a staff, only that staff can access to that ticket. Other staffs won't see that ticket, so Yes, other staffs could not reply to the ticket

Regards,

Tuan

Then, if I tell every staff to assign new ticket to himself before he tries to reply it,
I will avoid multiple staffs responding to the same ticket at the same time.

Is that right?

I'll talk with my client again.
Thank you for your reply!

Actually, it is not. You (as manager or admin) needs to assign support ticket to staff. Staff could not assign support ticket to himself. Staff will only see support tickets if admin (or managers of the ticket category) assign ticket to him

Tuan

Oops!
If each staff has a privilege of a manager too, how about that?
If so, there would be a problem?

Excuse me of not knowing about the difference between the "staff" and the "manager".
I tried your demo ( joomdonationdemo.com/helpdeskpro/ ),
but I can't log-in either as a staff or as a manager.