When I try to view a ticket, I receive the error: Conversation in progress. An agent is talking to this customer.
This error means that you aren't authorized to view the ticket due to your permissions. You will need to be granted access to Chat. If you are an admin, you can enable this access yourself. If you aren't an admin, contact your team for further assistance.
For steps on how to grant product access to an agent, see this article: How do I grant an agent access to a product? [Video]
For more information, see these articles: