When an Agent is logged in Omnichannel for Customer Service app and receives an item if he opens the item and after performing needed action, he presses the "Save & Close" button, the item will be "closed" and the agent will be redirected to the home page. However the item session is still opened in the left pane, but if the Agent presses that item, he will keep being redirected to the home page instead of opening the item. The only way to reset the item behavior is to close the session and open it again from the dashboard.

The suggestion is for the "Save & Close" button to close the session therefore the item will leave the menu left pane.