> For the complete documentation index, see [llms.txt](https://docs.keeping.com/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.keeping.com/help/fundamentals/collision-detection.md).

# Collision detection

Understand how you can avoid "double emails" to your customer by using Keeping's advanced collision detection.

## What is Collision Detection?

Keeping will display a notification if two agents are viewing a ticket at the same time.  And if one agent attempts to reply to a ticket while another agent is composing a reply, Keeping will politely block the second agent.  This prevents a customer from receiving multiple replies to the same message.

## When Multiple Agents are Viewing a Ticket

If more than one agent is viewing a support ticket, Keeping will display a notification to each agent that others are viewing the same ticket.

![Get notified when multiple agents are viewing a ticket.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2Fb75B6nEnRapjSvrUHeEx%2FAgent%20Viewing%20Ticket.png?alt=media\&token=1bbadc75-3466-4560-99d4-9ec38852a2a7)

## When Another Agent is Composing a Reply

If a second agent attempts to start a reply when another agent is already composing a reply, Keeping will display a notification to the second agent.  This notification can be dismissed by clicking the "Unlock" icon.

![Another agent is working on the reply. Click Unlock to proceed anyway.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FWi0UGoYlXXTqaIPmpCMs%2FCollision.png?alt=media\&token=5b08c83d-a900-4bb1-9314-40e9a1a464b1)