I think that one of the simplest and most intuitive features that you all offer for teamwork is the ability to see other Agents viewing or editing tickets. This is great because if there is an account manager or upper management viewing a ticket, you can easily check in with them and see if there's context that you don't have that will tailor your message for better/more inclusive support.
However, I think that this feature can be greatly improved by providing a bit more clarity surrounding the "Editing" blue circle that appears around an agent when they're working on a ticket. If that circle were to change color based on Internal Note vs Public Reply, that could be even more powerful.
Currently, when one Agent opens a ticket and sees another Agent working on it and creating that blue "Editing" circle around the Agents image, there's no way of knowing if they're typing an External Reply or an Internal Note outside of reaching out to them outside of Zendesk and asking them.
I think that it's a simple fix, but could be a really powerful insight tool and create even more transparency and efficiency among support Orgs.