I think that eTicket could benefit from an internal communication tool outside of the PM posting.  While the PM is good for notes on the ticket, it's not the most efficient way.  I think that internal communication among Agents, Admins, and Supervisors could be better.

I was thinking more along the lines of "chat" concerning a ticket.  Right now, you must post a PM, after a while, there are a lot of PM's (and that's not what they were designed for, I know).  We've resorted to using a third party instant messenger to allow agents to chat among one another about a ticket.

In thinking about this further, I would really like to see the ability to lock a ticket when another agent is viewing the ticket.  This way, if there are multiple agents answering tickets in different locations (like us), we have no idea if anyone else is viewing the ticket.  Therefore, we have to sort of yell "I got it" with tickets.

While the assignment is good, not all reps work every single day and therefore, tickets are up for grabs at any time for any agent.  If an agent is currently viewing the ticket, it would be nice for the ticket to be removed from the list of "open" tickets so that the customer doesn't get two responses.

I understand that this may not be possible and therefore it would be nice to have the feature of "locking" the ticket when another agent is viewing the ticket.  This way the agent may still view the thread, but is unable to modify the ticket in any way until the original person who "locked" it gets out of the ticket.

This is really the whole reason why I requested a better communication inside of the ticket.