I guess the best solution is to create an ajax timer that will check if a new ticket is available. You can post on a module with a specified function, something very light.
... or you implement a message queue system like Dropr: https://www.dropr.org/ You make a message, when there is a new issue (e.g. with http://serwatka.net/blog/ez_publish_3_8_new_custom_edit_handler ) and the other server gets it.
I should just make it clear that when I said they want a dedicated machine to monitor the system I meant basically just a pc with the browser open on the ticket page. Its not a cross server setup or anything like that.
I think I might look into Maxime's idea of an ajax request set on a timer that just checks if a record has been added or updated.
I'm still open to ideas though, this is a system that will need to handle a large amout of support tickets and will be constantly growing so I really need a robust solution.
Cheers.
Pardon me while I burst into flames...
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