What is lock ticket?
A help desk “collision” occurs when two, or more, staff members are working on the same ticket and update the ticket within a few moments of each other. AssistFlow will Lock such ticket as per "Agent Collision Avoidance Duration" set by your Admin in Ticket settings.
You can avoid mistakes like a customer getting two replies from two different agents on the same ticket using agent collision detection.
This way, your agents don't have to spend time in solving issues that someone else is already taking care of.