If a staff member sets a ticket on "in progress" all other staff members who have opened the ticket, too, should get a short note, that the status has changed.
We have often the situation, that we work on a ticket with several persons, all have set the ticket on "in progress" but noone get a message about it, this could save much time, because only one staff member is working on it. You see it first, if you click on "answer the ticket" with an status message that the ticket has been altered. after a reload you see, that another staff member has answered already...
The blue status message "<staffmember> is viewing the ticket" does not work, because often our staff members read the ticket only, but didnt answer it yet, in search of a more important ticket.
would be a huge time saver.