Selected ticket doesn't update
Scenario: I am in the agent interface, with ticket selected and detail view visible.
Another agent handles the ticket and marks it as complet
On my view, the list updates and the handled ticket disappears, but the detail view continues to show the ticket as if un-resolved.
Recommendation: the ticket should disappear from the detail view as well.
Actually it was updated as well. As you see the status has been changed to completed on your screenshot. But we agree that "Needs review" status was not updated at that time.
We are planning to make the process when two agents work with the same ticket more interactive and show some messages to each other (Something like "Agent X is working with the ticket").