Request for messaging ticket assignment

Feature Request Summary: 

The specification for assigning tickets is that the first person in charge, after receiving a ticket, must "hide" the status himself/herself before a third party can assign himself/herself (or someone else) as the person in charge.

Description/Use Cases: 

It is almost impossible for the current staff to change their own status to "hidden" in the event of a sudden situation such as a PC freeze or loss of Internet access.
This specification does not seem to take sudden cases into account.

Business impact of limitation or missing feature:

A manned chat for internal correspondence would still be a good idea, but a manned chat for customer correspondence will only amplify customer dissatisfaction.
For example, how about a method whereby the administrator can forcibly implement a change of assignments?

Please review and implement the specifications as soon as possible.

 

Thanks.