An eye icon appears on the ticket with the tab open on the screen if another agent has also interacted with the ticket. The eye icon appears only for the ticket whose tab is currently open and active. Even if you have a tab open for a ticket edited by another agent, the eye icon will not appear if it is not the active tab.
When you hover over the eye icon on the ticket screen, a popup appears showing details of the other agents interacting with the ticket.
This popup shows the details of the interaction when the cursor hovers over the agents:
(Viewing ), (Editing ), (Idle)
In the filter screens as well as on the requisition screen, the eye icon appears for requisitions that another agent is interacting with. However, when the cursor hovers over the icon on this screen, the popup does not appear.