Initial situation:
A ticket in Zammad can be processed by different people simultaneously. The indication that the ticket is already in progress can only be recognized by a colored avatar at the bottom of the screen. This indication appears with a delay, and status changes are (sometimes) not displayed at all. The avatar can also be easily overlooked when processing a ticket or multiple tickets.
Consequence: Tickets are unnoticed and processed by different people simultaneously, and the user receives multiple responses, which is very unprofessional.
Change request/goal: Clearly indicate that a ticket is already in progress and/or block the ticket while a ticket is being processed.