The ticket is not updated

Hi!

I do customer support and the ticket I was watching wasn't updating and both of me and my colleague answered to customer. It wasn't even same time because there was almost an hour between our answers but I couldn't see that my colleague has answered to that already.

Also sometimes my colleague has taken a ticket but I can see it as new and them we both are focusing to it.

Exalating the ticket is not also updating in real time and very often you need to refresh your page to see the status.

It would be easier to work if this would work better.

Br. Suvituulia Valta