Currently, the system has limited visibility of team activity on tickets. While there is some functionality to see others on a ticket, it's not consistently reliable or prominently displayed. Moreover, there's no indication of when someone is actively composing a reply.
As a support team member, I need a more robust presence indicator to prevent ticket collision and duplicate responses to better coordinate with colleagues on complex customer issues. An improved system showing who's viewing tickets and actively responding would significantly reduce overlapping work and enhance our collaboration efficiency.
Other platforms like Zendesk and Freshdesk implement this with avatar indicators in the conversation header. A similar approach would be intuitive for Intercom users.
Implement a visual presence indicator system that shows:
- Profile pictures of agents currently viewing the conversation
- Clear indication of which agent is actively typing a response
- Optional preview of what's being drafted (similar to Google Docs collaborative editing)
