It would be nice to have an option for automatically switching a technician to the current profile in responding to a ticket. For example, we have automation that sets the default technician for all incoming tickets.

When another team member is responding to a ticket they have to remember to manually assign the technician to themselves before responding or it appears to the end user that the default technician is still responding. Having an option to override that and respond as yourself would be great. I hope that makes sense.