Hi my name is George and i work for Mageguide.

We have a team of 5 agents (including me) who use the Service Desk in order to collaborate with our customer's requests.

I am the leader of our Support team and many times I need to intervene in a request that a colleague has already answered in order to make things more clear for our customers and let them know what a specialist suggests for their request so to be solved.

Although from our customer's portal view it is not clear that a specialist (or a person from a lead position) responds to their request and i think that we can make it more visually clear for them.

I had this idea from Atlassian Community that you are already implemented something like this and i think it would be useful.

( for example with COMMUNITY LEADER BAGDE)
https://community.atlassian.com/t5/Jira-Software-questions/automatically-assign-a-new-issue-to-me/qaq-p/741971

I hope my proposal is understandable and may it come true!

Best regards,