Differentiation between agent viewing and agent replying.

We have moved to you from HelpScout. One of the very useful things we miss was the ability to very easily see, both in list view and ticket view, if an agent is viewing or replying to a ticket.

Idea/request 1. You do not have this in list view, meaning a ticket must be clicked on and opened in order to become aware that someone is looking at it/working on it. Could you add this? 

Idea/request 2. In ticket view itself, there is no easy way to spot when someone viewing a ticket has started to respond. Could you adopt different colours for these statuses? I would suggest yellow for “being viewed” and red for “being responded to”. 

Both of these would be very useful for avoiding duplication of effort.