When an agent is looking into the same ticket, you could be notified regarding this within the ticket. This would help in preventing multiple agents working on the same ticket and to improve internal communication, using Freshdesk. 

At the top-left, within a ticket, you would find an "Eye" icon. While hovering upon it, the number of agents viewing the ticket would be displayed. You could also click on the icon to view a list of Agent Names of those agents currently viewing the ticket.

This functionality is called as Agent Collision and is available from the Estate Plan onwards in Freshdesk.