diff --git a/app/assets/javascripts/app/controllers/agent_ticket_zoom.js.coffee b/app/assets/javascripts/app/controllers/agent_ticket_zoom.js.coffee
index 897ed452c..d4bb8783b 100644
--- a/app/assets/javascripts/app/controllers/agent_ticket_zoom.js.coffee
+++ b/app/assets/javascripts/app/controllers/agent_ticket_zoom.js.coffee
@@ -46,15 +46,15 @@ class Index extends App.Controller
         view: @view
       processData: true
       success: (data, status, xhr) =>
-        if _.isEqual( @dataLastCall, data)
-          return
-        if @dataLastCall && $('[name="body"]').val()
-          App.Event.trigger 'notify', {
-            type: 'success'
-            msg: App.i18n.translateContent('Ticket has changed!')
-            timeout: 30000
-          }
-          return
+        if @dataLastCall
+          return if _.isEqual( @dataLastCall.ticket, data.ticket)
+          if $('[name="body"]').val()
+            App.Event.trigger 'notify', {
+              type: 'success'
+              msg: App.i18n.translateContent('Ticket has changed!')
+              timeout: 30000
+            }
+            return
         @dataLastCall = data
 
         @load(data)
@@ -132,9 +132,10 @@ class Index extends App.Controller
       ]
 
     @html App.view('agent_ticket_zoom')(
-      ticket:   @ticket
-      articles: @articles
-      nav:      @nav
+      ticket:     @ticket
+      articles:   @articles
+      nav:        @nav
+      isCustomer: @isRole('Customer')
     )
 
     new App.ControllerForm(
diff --git a/app/assets/javascripts/app/views/agent_ticket_zoom.jst.eco b/app/assets/javascripts/app/views/agent_ticket_zoom.jst.eco
index c5f08eadf..1c1fc0d0f 100644
--- a/app/assets/javascripts/app/views/agent_ticket_zoom.jst.eco
+++ b/app/assets/javascripts/app/views/agent_ticket_zoom.jst.eco
@@ -22,7 +22,7 @@
       <%- @T( @ticket.ticket_state.name ) %> -
       <%- @T( @ticket.ticket_priority.name ) %> -
       <span class="humanTimeFromNow" data-time="<%- @ticket.created_at %>">?</span>
-      <% if  @ticket.escalation_time: %>
+      <% if @isCustomer && @ticket.escalation_time: %>
       - <%- @T('Escalation in') %>
       <span class="humanTimeFromNow escalation" data-time="<%- @ticket.escalation_time %>">?</span>
       <% end %>