@[deleted] It is definitely preferred to have it open. Just for explanation purposes, our process goes like this:- Customer calls hotline. Helpdesk secretary answers phone and enters initial customer info/problem into a new Ticket. Then 2 things can happen: 1) If an agent is available, the call is forwarded to the agent where he then can view the ticket and enter more information during the call (internal notes). Ticket is locked so others know not to call customer. 2) If an agent is unavailable, the caller is promised a call back within a certain time. Agents then can see based on the the due date and collision avoidance if a customer needs to be contacted or if someone else is already addressing the issue.This is why it is important to have the ticket open when communicating with the customer so that others see the ticket is currently being addressed and can work on another issue. But this is also why we have a fairly big problem is the collision avoidance is not working properly. I have had a few of my colleagues mention that they did not know someone else was dealing with the customer because the system did not mark the ticket as locked, so they tried to call the customer back while he was already speaking with one of our agents. Make us look a little foolish and unorganized which we are trying not to be :)