Concurrent editing

Tickiti is designed for teams, so it has to handle two staff members opening the same ticket at the same time. Tickiti does not lock the ticket — both staff members can start a draft — but it makes the situation visible so neither of you wastes effort, and it asks for confirmation if a real collision happens at post time.

Who is responding right now

When at least one staff member has the response composer open on this ticket, an amber banner appears above the conversation. Depending on who is involved, you will see one of:

Just you, in another tab — You are responding to this ticket in another tab.
Just a colleague — Nathan is responding.
Both you and a colleague — Nathan is also responding. You are responding in another tab.
Someone is actively typing — Nathan is typing… with animated dots.

The reply controls stay enabled. The banner is a heads-up, not a barrier — if your colleague is composing a long internal note and you only need to acknowledge a customer reply, you can still reply alongside them. The point of the banner is so you can choose to wait, write a complementary response, or coordinate via chat first.

What happens if a colleague posts while you are composing

If a colleague (or you, in another tab) posts a response while you have the composer open, Tickiti switches to a red banner above your composer:

Nathan posted a response while you were composing.

The banner stays until you either dismiss it, send your own response, or discard the draft. The conversation list above the composer refreshes to include the new response, so you can read it and adjust your draft.

When you then press Send, Tickiti shows a confirmation modal:

Nathan posted a response while you were composing. Do you still want to post?

The modal is there to make sure you have actually read your colleague’s response before posting yours — otherwise you might be answering a question that has already been answered, or contradicting a decision they have just communicated. Cancel and re-read; or confirm if your draft still makes sense alongside theirs.

The same draft on more than one tab

If you open the same ticket in two browser tabs, Tickiti synchronises the draft across them — an autosave on Tab A pushes the latest content to Tab B in the background. Discarding from one tab clears the editor on the other. See Drafts and autosave for the full story; same-user multi-tab is sync, not concurrency.

Why the live view stays in sync

The websocket connection (the Connected indicator at the bottom-left of the perspectives panel) is what powers the banners, the typing indicator and the overlap notification. If the connection drops you will see Disconnected instead, and the live concurrency information is paused until the connection is restored. Tickiti will still let you write and post; it just cannot warn you about colleagues until it can talk to the server again.

Etiquette

If the banner shows that a colleague is responding, give them a moment to finish before starting your own draft — especially if you are about to write something on the same topic.
If you and a colleague are clearly working in parallel (e.g. they are writing a public reply, you are leaving a Staff note), carry on; the two responses do not collide.
When the red overlap banner appears, always read your colleague’s response before clicking past the confirmation modal.