🧐How to unlock a case processed by another user

When an agent starts working on a case, the case becomes locked by this agent, and other agents cannot edit or work on this case.

However, a user in the Power Agent can unlock this case and make it possible for others to continue working on it.

When the case is locked, an info message appears on top of the case's tab. Click on Force Unlock adjacent to the message to unlock the case.

A locked case with a Force Unlock button