Hello community,
the "agent collision detection" does not work reliably for us. Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.

What additional settings can be made? What does the function depend on other than the plan? (we have estate plan.) … Group membership, permissions, browser settings (Java Script be enabled?)?

We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this “misfunction”.

Thank you very much.