In Zendesk Support, you can see what agents are on the same ticket in the section Also on this ticket. If an agent updates the ticket, you get a notification so you can refresh the ticket and have its up-to-date version.
In Guide, this feature does not exist. If several agents are editing at the same time, none of them will know. If an agent saves the article, the others will get stuck because they're not working on the up-to-date version anymore.
The request is to be able to see:
- What agents are working on the same article as you.
- What updates are being made (like Google Docs).