An email lock occurs when an agent initiates a reply to an email. The system automatically locks the email to prevent someone else from replying to the same message, as this may lead to confusion on the recipients end (think of those confusing yes-no-maybe type answers). It may happen that an agent leaves a message in the being replied to state for too long, thus blocking others from responding to the message in a timely fashion. This article will explain how to remove the email lock to allow another agent to respond to an email.
Figure 1 - Resetting an email lock