Something that my service manager/dispatcher has been begging for ever since he stopped using salesforce is a way to see what other users/technicians are actively viewing a thread. Ideally, some sort of sticky indicator that shows their profile icons or names. This would allow techs to more readily tell when they're about to step on eachothers toes when working a thread together. Additionally, dispatch can be streamlined, as if the dispatcher sees a technician peeking at a ticket, it could serve as a chance to 'volunteer' them for resolving it ;)