An eye icon appears on the ticket that is currently open on the screen if another agent is also interacting with it. This icon is only visible on the ticket tab that is currently active. If you have the ticket open in a tab but it’s not active, the eye icon will not appear—even if another agent is editing it.
When you hover over the eye icon on the ticket screen, a popup appears showing the details of the agents interacting with the ticket.
This popup displays the agents’ interaction status when you hover over them:
(Viewing ), (Editing ), (Idle)
On the filter screens as well as the ticket screen, the eye icon is shown for tickets being interacted with by other agents. However, on the filter screens, the popup does not appear when hovering over the icon.
