Hi @Raoch,

Welcome to the Freshworks Community!

I understand your concern here, I am afraid Fresh desk does not support a feature that helps you keep track of the attachment download or the Ticket View of agents yet.

We are working on enhancing new features within our product, and I will be adding this to our list of ideas, for your product team to pick this up based on the priority and the volume of ask.

That being said, we have the Agent Collision feature which supports view visibility at the very instant an an agent views a ticket - https://support.freshdesk.com/en/support/solutions/articles/218073-agent-collision-detection. I hope this helps.

Cheers!