If you want to prevent other Agents from changing a Ticket you are working on, you can use the Deskpro Locking feature to manually lock the Ticket.

To lock a ticket open the Ticket Action menu and select the Lock option:

When you've locked a Ticket a red banner will display at the top of the Ticket to let you know you have locked it:

When a ticket is locked, this is visible to all Agents on the helpdesk, they will see a padlock on a ticket when it is in a Queue or List:

If another Agent opens a ticket you have locked, they will see a gray banner at the top of the ticket and their reply box will default to the note tab:

If they switch to a reply tab, like Email they will see a padlock on the reply box informing them that the ticket has been locked.

Agents are able to lock any ticket, provided they have the relevant permissions to view and edit it.

Unlocking Tickets

You can unlock a ticket in two ways, the first is by clicking on Unlock on the banner:

Or by going back into the ticket actions menu, and clicking the button that now says Unlock: