Colinda Rademakers

Why does this sometimes happens randomly? A colleague was in a conversation (Facebook messenger) with a customer. Everyone could take over the ticket, no problem. And then the customer responds and all of a sudden we can not see the ticket in the view. Only the colleague who had responded to the ticket in the past sees this:

 

Other colleagues do not get this notification.

 

We would like to tackle this,because when a colleague is on holiday, nobody will see the notification ?

Does someone know the answer ?