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A ticket can be grabbed by using the grab it button inside the context menu of a ticket or using the grab it button inside the ticket details.

What does the blue hand indicate?

Using the Grab it button in the Ticket Details or in the Context menu lets you mark a ticket as grabbed and indicates that you have grabbed the ticket.

What does the black hand indicate?

Using the Grab it button in the Ticket Details or in the Context menu lets another person mark the ticket and that indicates that someone else has grabbed the ticket.

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