Before you can finalize a ticket, you must first accept it. This guarantees that multiple agents do not work on a ticket at the same time.

• Open the ticket inbox.
• Click on a ticket in the incoming list and view the details of the issue.
• If you want to edit this ticket, click the "Accept" button.
  
• todo4teams will now try to reserve the ticket exclusively for you. If another user clicked "Accept" more quickly, you will receive an error message and the ticket will close in your view.
• If the ticket was blocked for you, the view switches to Editing mode.