This didn't happen with version 5.xxx, but when we upgraded to 6.xxx this started happening.  It is confusing all my techs.
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  • Are you the client on the ticket? The "Active Tickets" view includes tickets assigned to you as well as tickets on which you are the client.
  • are you admin of the same queue?if in case you are admin of same queue, it will show in your active queue.
    You can uncheck setting in the queue configuration: Allow users with an Administrator role to read and edit tickets in the User Console
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