When a ticket is modified or created, the ticket overview should refresh or at least warn the agent about this update. This prevents the need to manually refresh the page to see if any new tickets have arrived and improved the time a ticket can be picked up by a pending agent.
If you are working in a team of first-liners, when a ticket is 'picked' it should be removed from the view of another agent.
I personally like the changes for refreshing that you have made. I agree where an auto refresh would get annoying. Having the notification bubble tell you what is new and giving you the option to update the page is great. Good job on this.