Hi @Sebasthian Ampuero welcome to the community. If you have two different agents, they could be working on the same ticket. If they make updates to the same ticket, depending on the timing, User A might not see User B's changes until the page refreshes or is reloaded.
User A can work on Ticket A for Customer A, at the same time that User B is working on Ticket B for Customer A, that shouldn't be an issue either.
I hope that answers your question, otherwise if you could give us more information, that would help as well.
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