multiple users editing same record

I had a similar client situation with technicians grabbing Support tickets out of the queue. We didn't want them to trip over each other. What I did was I took the table report that they were using to grab tickets from and disabled the native view and edit buttons.

Then I created my own view and added buttons and each one of them flagged the record with the date and time that the user either viewed or edited the record.  OK so I actually decided to add a child log table to the Ticket to know who had recently viewed or edited the record.  

Then what I did was colour-coded that report so that users would know where there's someone else had recently in the last 10 minutes viewed or edited the record. And I think I also put a warning on the record itself.